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Ideas portal FAQ

Find, vote on and share ideas for Freshworks products. Here is how it works and what happens next.

1. Idea stages and what they mean

Every idea has a status. It shows where the idea is today.

How does an idea move from submitted to delivered?
  1. Submitted
  2. Under review
  3. Planned
  4. In development
  5. Delivered

Not every idea makes it to the end. Some stay open for votes as Future consideration. Others are Closed.

You get an email each time the status of an idea you posted, voted on or subscribed to changes.

What does each status mean?
Submitted
We received the idea. It is open for votes and comments.
Under review
Product is looking at the idea.
Planned
The idea is on the roadmap. We have not started building it yet.
In development
Our teams are building it. We expect to release it within 12 months.
Delivered
The idea is live in the product.
Future consideration
We are not planning it now, but it stays open. Votes help us see if demand grows.
Closed
We are not taking this idea forward. See "Why was my idea closed?" below.
Does Planned mean a release date?

No. Planned means the idea is on the roadmap. Timing can change as priorities change. We update the status when work starts and when the idea ships.

2. The basics: from your idea to our answer

Six questions most people ask before they post.

What is an idea?

An idea is a request for a feature or improvement that is not in the product today.

Something broken? That is a bug. Please contact Support so they can help you.

Should I search before I post?

Yes. If a similar idea exists, vote and comment on it instead of adding a new one. Duplicate ideas split the votes, so no single idea shows how many people want it.

How do I submit an idea?
  1. Search. Choose Submit an idea and type a title. Similar ideas appear. Vote on one if it matches.
  2. Describe. Tell us the task you are trying to do and what gets in your way today.
  3. Add context. Pick the product area and tell us how much this affects your team. Add a screenshot if it helps.
  4. Submit. Your idea shows as Submitted.
How will I hear back?

You get an email when the status of your idea changes. To follow an idea you did not post, subscribe to it.

Why was my idea closed?

An idea can be closed for one of these reasons:

  • Merged. A similar idea exists. Your votes move to it.
  • Bug. It is something to fix, not a new request. Contact Support for help.
  • Retired. It no longer fits the product.
  • Already available. The product can do this today.
  • Not planned. We have no plans to build it.

Closed ideas stay searchable, so you can still read the comments.

3. Find ideas and share your thoughts

The quickest way to make an impact is to back an idea that already exists.

How do I find an existing idea?
  • Use the search bar on the Ideas page. Try two or three keywords.
  • Filter by product, so you only see ideas for the product you use.
  • Filter by status to see what is Planned or In development.
  • Sort by votes to see the most requested ideas first.
How do I vote on an idea?

Open the idea and select the vote button. Voting shows us which ideas matter to you. You need to be signed in to vote.

How do I add a comment?

Open the idea and add your comment. The most useful comments say:

  • What you are trying to do.
  • What stops you today.
  • How you work around it, if you do.

"I agree" helps less than a short example from your own work.

How do I follow an idea?

Select Subscribe on the idea. You get an email when the status changes or when someone replies.

I could not find my idea. What now?

Submit a new one. Use a clear title and describe the problem, not only the solution. Then we can see what you need, even if there is more than one way to solve it.

Have a bug or a question about how a feature works? Contact Support instead.

Ideas Status Pipeline

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8947 Ideas

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Contributor
giorgio.brojanigoContributor

Integration with MagentoClosed

Hello is there any integration available or planned with Magento ecommerce platform?At least a single sign on option to implement customer ticket page and faq/knowledge base would be mandatoryOther competitors (e.g. Zendesk) has such an integration :-)

45
aravind.sundararajan
9 years ago
Contributor
villeContributor

Forward replies to "surely closed" tickets to a new ticket idClosed

Our customers tend sometimes (also) to reply to very old tickets. Currently the legacy ticket gets re-opened and assigned to the old agent, even the reply may contain a completely new issue and should be handled by another agent.It would be nice if tickets could be forced to stay closed. In this case, the replies would be automatically "splitted" to a new ticket.

1
aravind.sundararajan
9 years ago
Contributor
juneContributor

Threading Tickets like G-mail Threads E-mailsClosed

When I go to my main screen in FreshDesk, I see all NEW and OPEN tickets by default. At times, there are multiple tickets by the same person.  Instead of seeing Seven Tickets from this person, I would love a Threaded View, where I can COLLAPSE or EXPAND all the tickets from that person right from this default view. That would clean-up my dashboard and help my productivity, as I can handle all tickets to do with one person in a cleaner fashion. Please consider creating a VIEW that shows THREADED TICKETS! Respectfully, June Wilson

0
Contributor
9 years ago
Apprentice
mrgpowerApprentice

Create (compose) & Send New Email Messages With Option From: Different Product Email Domains.Closed

HiIt would be great to be able to create (compose) & send new email messages with the option to choose from Different Product email domains.From: sale@product1.com support@product2.com It would save our agents having to login to a different email service screen.Thank You

1
aravind.sundararajan
9 years ago
Apprentice
andrew.edwardsApprentice

Placeholders in signaturesClosed

Hi,It would be great to be able to embed placeholders (product name etc) into the signature. This would enable us to offer a more personalised experience for each product we support.Thanks, Andrew.

7
aravind.sundararajan
9 years ago
Contributor
kweeksContributor

New Ticket TemplatesClosed

We currently use templates in Outlook for certain standard emails.I can see that i can create Canned Response templates which are great if we have a standard reply for certain issues, but i need to be able to send a template email at the beginning of a ticket.I cannot find a way to add the canned response icon to the new ticket template in Admin.  Can it be done?  Or is there anyway to produce different email templates please?Many thanks

5
aravind.sundararajan
9 years ago
Apprentice
dilbert166Apprentice

Pivotal Tracker integration?Closed

Would be nice to integrate Freshdesk with Pivotal Tracker (https://www.pivotaltracker.com)?The ideal workflow would be that you could create a story from a Freshdesk ticket. Ideally PT could reference the FD ticket and vice versa. This would make forwarding tickets to our developers so much easier and seamless.

10
aravind.sundararajan
9 years ago
Contributor
roberto_garciaContributor

Scenario Automations cannot target Internal Group/Agents. (Shared Ticket Ownership)Closed

Not possible to target the internal agent or internal group ticket field when creating scenario automations. This seems to be missing in more than one place as well but scenario automations are critical to my current task. As per my last opened ticket this functionality implementation seems like it lacked follow through. 

6
Contributor
9 years ago
Contributor
daniel.youngContributor

Agent Availability HistoryClosed

Hi, Like the Call History I would like an Agent Availability History so you can see when Agents were in/offline and use with the Call History to better understand why a call isn't answered or goes to Voice Mail. Thanks Dan

0
Contributor
9 years ago
Contributor
joe_williamsContributor

Ticket creation dateClosed

 Please add the Ticket Creation date to the Ticket summary line.My thoughts: saying a ticket was created 'about a month ago' does nothing for our reporting or viewing actual ticket creation dates. Having a creation date would also help in our reporting and would help us to identify exactly when an issue or issues occurred.This is the only system I know of where 'Created Date' is not available.

3
9 years ago
Apprentice
vijay.sankarApprentice

Google Tag Manager installation for FreshdeskClosed

Hi, Is it possible to install a tag manager like Google Tag Manager in Freshdesk? Thanks, Vijay

1
aravind.sundararajan
9 years ago
Active Contributor
phodgkinsonActive Contributor

Support Portal Security FixClosed

Currently if you have multiple Support Portals, one for each Client (using MSP mode) a client from company A can log into any of the other customer portals. It does require them guessing or stumbling on the url but there's no way this should be able to happen. If information on the portal should contain proprietary information (i.e. client specific KB Solutions) they should only be accessible by users belonging to that company portal. Related, all the Support Portal settings that are allowed (Allow Sign Up, Require to be Logged in etc) should be available on a per portal basis, not the same set of setting for all portals. My first feature request, lets hope this doesn't take 3 years to get implemented!

1
Active Contributor
9 years ago
Apprentice
cruz.ruedaApprentice

Portal CustomizationClosed

Trying to create two links to put on the portal. When these links are selected it creates a ticket that goes automatically to a specific group. Any help is appreciated.

0
Apprentice
9 years ago
Contributor
darrylContributor

No Ticket Template setting for "Internal Agent" and internal groupsClosed

You currently can not set and "Internal Agent" when creating a "Template". Can this field be added please?

0
Contributor
9 years ago
Contributor
luke_10029Contributor

Merging Customer RecordsClosed

It would be very helpful to be able to merge customer records.

72
cmcewen
9 years ago
Skilled Expert
tyler.brandtSkilled Expert

Custom Ticket ScopeClosed

I need to be able to create a scope that would allow a group of agents to see tickets based on location. For example, AgentA needs to be able to see all tickets where the requester's 'site' field is "A". AgentB needs to be able to see all tickets where the requester's 'site' field is "B".  They need to be able to see these tickets by site regardless of what agent or group they are assigned to. However, they should not be able to see tickets from a different site. AgentA should not be able to see tickets where the requester's 'site' field is "B". I suggest creating a page to make custom ticket scopes with a number of variables we can set to create our own scopes for however we need them. 3 options is just not enough for scope.

2
Skilled Expert
9 years ago
Apprentice
ordersApprentice

Canned Messages for facebook and twitter responseClosed

It would be nice to have the canned messages for responding to queries on twitter or Facebook.

2
aravind.sundararajan
9 years ago
Apprentice
daveApprentice

Create a ticket *without* an email addressClosed

It would be really helpful to be able to create a ticket without a requester email address, just a customer's name

22
aravind.sundararajan
9 years ago
Contributor
paultContributor

Reporting still too basic and inflexibleClosed

It's great that you have improved the reporting, but personally I think the reporting is still way too basic. The time would have been better spent making a flexible custom reporting engine, rather than all these canned reports.We need to be able to build our own report criteria and access any of the data in the system and filter it by any field we need to including custom fields. 

10
aravind.sundararajan
9 years ago
Contributor
dferberContributor

How about a "system status" area?Closed

I'd envision something customizable with light - Green (ok), Yellow (impaired), Red (down), Blue (maintenance in progress) that show the status.Something that an agent could quickly and easily go in and modify/update the status and it would be reflected on the home page.

15
aravind.sundararajan
9 years ago
Apprentice
kburrowsApprentice

Ability to block unregister usersClosed

 I would personally like to be able to block tickets from being created by unknown sources.  A simple deny tickets from being created from unknown or non-registered users would be great.   Reason:  We get spam from many sources and not all of this gets picked up by the spam filter, over 20-40 tickets gets created over a weekend that we need to sort through and discard.  We really just want customers that have registered to be able to create tickets.   Thoughts...

17
aravind.sundararajan
9 years ago
Contributor
matthias.faxContributor

SSL with own domainClosed

The possibility to use the own domain with SSL/https would be useful.At the moment encryption is only available through the subdomain of Freshdesk.

25
aravind.sundararajan
9 years ago
Contributor
villeContributor

Allow the ticket creator (agent) to select enabled notifications for new ticketsClosed

When an agent is creating a new ticket to the system, it would be useful if there is possibility to select what notifications should be sent ([x] requestor [x] group [x] assigned agent) upon the ticket creation. Sometimes when we're moving customer's email issues from other mailboxes to Freshdesk, it's unnecessary to send out ticket notifications anymore.It would be also useful to suppress some notifications for certain ticket. The notification selection set upon creation could be saved for the ticket and used in future too, until an agent changes the ticket's notifications settings again.

5
aravind.sundararajan
9 years ago
Apprentice
itservicesApprentice

Ability to assign multiple agents to a FreshService ticketClosed

Our Grounds and Maintenance team use FreshService ticketing and often share jobs. We would like the ability to assign multiple agents to one ticket to keep all parties up to speed.  I believe this is already a feature in FreshDesk and would like to see it in FreshService. 

0
Apprentice
9 years ago
Contributor
kim.isaksenContributor

Refinement of Aditional Service ItemsClosed

When setting up a multistep service , like onboarding, using "Additional Services" in the service Catalog, you have to choose wether to make all additional services as child tickets, or they are listed as items under the original ticket. It would be a lot more flexible if you one could choose which additional services where extracted as a child ticket, and which will stay in the original ticket.  The reason is that a lot of the additional items is handled by the agent that gets the case, but some things are sent on to economy ore HR. F.ex, on our flow th IT agent will create the user in directory, order hardware if needed and sets up the machine when it arrives. We want this things to stay in the main ticket. Then we have some stuff for Payroll, and some stuff for HR, and this are the things that we want to put in child ticket. The way it works now makes us 7 to 10 tickets for an onboarding, when only three parts are involved. 

0
Contributor
9 years ago
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This ideas board reflects customer feedback and our current thinking, and is provided for informational purposes only. Roadmap decisions, including AI-related capabilities, are influenced by many inputs beyond customer votes, such as technical feasibility, security, compliance, and market conditions. They are subject to change without notice. Idea status labels (such as “Under Review” or “Planned”) do not constitute a commitment, promise, or legal obligation to deliver any feature, functionality, or timeline, and are not part of any agreement with Freshworks. Development and release of any product or feature remain at Freshworks’ sole discretion.

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