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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
josh_15767Contributor

Allow customers to update their own email addressesClosed

Seems like an obvious task to decentralize to end users. We have a case where all users at a client are changing to a new domain, we have to manually add the new address, switch it to the default, and delete the old address - for every user.

0
Contributor
9 years ago
Contributor
daniel.youngContributor

Add more Company Wide Ticket OptionsClosed

Hi, When we have a contact linked to a company or multiple companies we can only set to view, reply & create company wide or not. I would like to be able to choose View (All the companies tickets), Reply (To tickets that are not theirs but the companies) or create separately per company as attached example. Thanks Dan

1
Contributor
9 years ago
Apprentice
goran.skledarApprentice

Ability to hide Forums tabClosed

Hi, Just a small feature request: would it be possible to add the ability to hide the Forum tab if there are no forums set up for the helpdesk? Regards, Goran

35
aravind.sundararajan
9 years ago
Apprentice
andreasa82Apprentice

Server in EuropeClosed

At the moment are Freshdesk too slow to use it for many emails, you have to wait 1-2 seconds to run the command. If you get 50 mails daily will this be a lot of frustrating loading/ waiting time. So a server in Europe would be very appreciated!

15
aravind.sundararajan
9 years ago
Contributor
ricardo.leiteContributor

Reporting too basic?Closed

Hi,don't you think the Freshdesk reporting is too basic? There isn't even a report that shows how many tickets were created in a given time...you should really strenghten reports.

30
aravind.sundararajan
9 years ago
Apprentice
spolandApprentice

Create New Ticket also should send emailClosed

I think when we create a new ticket in FreshDesk, it should also send the email to the requester sort of like we're creating an outbound email.

69
aravind.sundararajan
9 years ago
Contributor
withoudeContributor

Paste images in Email ResponseClosed

I would like the ability to just quickly paste an image into the email reply. At the moment it is quite cumbersome as you have to save your image somewhere first.eg I quickly want to add a screenshot. If that is too hard an option to paste the screenshot in the insert/edit image might be a solution.another solution might be an integration with Snagit or similar software.

92
aravind.sundararajan
9 years ago
Apprentice
ljosephApprentice

Request Knowledge Base ArticleClosed

Is there any way we can allow our employees to request for knowledge base article if they find them missing in our current knowledge base? If we have this functionality then we create the knowledge base mostly on what is highly required by employees. It shuld look something similar to the attached screenshot plus this option should be available in each category/folder employees go to look for KB articles.

2
Apprentice
9 years ago
Apprentice
hjeffriesApprentice

Next Page ToggleClosed

Currently when viewing reports in FreshDesk the next page toggle appears at the bottom. This requires unnecessary scrolling. I propose that this option be listed at the top in addition. See screen shots. 

0
Apprentice
9 years ago
Apprentice
zoe.frearApprentice

Ticket Type NotificationsClosed

Hi, I would really like to use the notifications when a ticket is assigned to me, but I have a dispatchr rule which auto assigns new tickets (where the source is phone call) to the ticket creator... and it bings every time that happens even though I know I created the call ticket and I know I am the agent and it no longer needs looking at. Would it be possible to separate the notifications for phone based tickets assigned to me and email tickets assigned to be so that I can turn one off and have one on please? Thanks Zoe

0
Apprentice
9 years ago
Contributor
bryanContributor

WidgetsClosed

Do you have any plans to have widgets that can be incorporated into websites?

2
aravind.sundararajan
9 years ago
Apprentice
toddApprentice

User submission form changes.Closed

I needed to rename the values for the “Type” field so I created a new “Type” dropdown, but then I found I could not remove the unwanted default dropdown. It would be nice to remove, hide or change values of the default ticket fields. Would also like to see Captcha as an optional component of the user submission form.

2
aravind.sundararajan
9 years ago
Contributor
chrisContributor

iPhone AppClosed

I’d like to have an app to access my helpdesk on the go. Preferably native but a mobile/touch optimized version would be ok. As it is now, it doesn’t display correctly on Mobile Safari or Desktop Safari. Didn’t notice because I use firefox mainly.

3
aravind.sundararajan
9 years ago
Contributor
bryanContributor

Group tickets by typeClosed

I think it would be really nice to be able group tickets by type. That way I could see all the feature requests, problems, incidents, etc. in individual groups rather than having to click on each ticket to see what type it is.

1
aravind.sundararajan
9 years ago
Apprentice
dennycaveApprentice

Take action on tickets via e-mail commandsClosed

Another leading helpdesk solution offers the ability to resolve, close, spam, etc tickets by including a special keyword anywhere in the body of your response, such as: #resolved This would be an awesome addition to help prevent us from having to jump into the web interface just to close a ticket.

3
aravind.sundararajan
9 years ago
Contributor
craig_14155Contributor

Scenario Automation FoldersClosed

Canned Responses have folders but Scenarios do not have this option. My list of scenarios is getting quite long it would be convenient to have them grouped in folders.

0
Contributor
9 years ago
Contributor
daniel.youngContributor

Add an "Email Ticket" buttonClosed

Hi, I would like a button/icon to open a modal/pop-up with options as below then enter an email address (Or addresses separated with commas) or search and pick a customer/agent and email a PDF of the ticket based on the options below: Only show Customer Visible Replies, Notes, Activities, e.t.c. Include ALL Replies & Notes Include all Activities Include ALL Replies & Notes & Activities Thanks Dan

0
Contributor
9 years ago
Apprentice
msanderApprentice

Restrict viewing feedback to managersClosed

There are many use cases where we may need the feedback to be anonymous, or at least only viewable by the IT Manager. If a technician can see unfavorable feedback left for them by a user, it creates a conflict the next time the technician has to help that user. It would be nice to have the option in the Agent Roles to disable to viewing of feedback. When disabled, the feedback would not show up on the agent's ticket when view by that agent. Only those with the "View Feedback" role assigned would be able to see it. In this way you can better manage delicate situations and prevent hard feelings

0
Apprentice
9 years ago
Apprentice
suporte.ti035Apprentice

Detelar analistasClosed

Bom dia, Gostaria de saber qual o impacto da ação de deletar um analista. O que ocorre com os tickets a qual ele atuou e os que ainda estão em nome do usuário? Obrigado.

0
Apprentice
9 years ago
Contributor
daniel.youngContributor

Add a "Tickets I have replied to" filterClosed

Hi, We have a My Tickets, Tickets I'm watching, Tickets I Created, e.t.c. but not to see ones you are not the agent for (So not in My Tickets) but you have added a reply to. Thanks Dan

0
Contributor
9 years ago
Contributor
jonie.alcazarContributor

Audit Log for Dispatchr/Observer/Supervisor rulesClosed

I would love to see the following on the audit log for each dispatchr, observer and supervisor rules: Agent who created it and date created Change made, who made the change and when the change was made Number of times a rule was triggered Date the rule was last triggered #1 and #2 is for knowing the agent(s) who created and changed the rule, and also to know what was changed, so it can be reverted if there's a problem with the rule. A revert to last change would be great as well. #3 is to know the relevance of the rule - whether is used multiple times or not. If not in use, then the rule can be reviewed and deleted if not necessary. $4 is similar to #3, as it can be used to determine the relevance of the rule. If it hasn't been used for a long time, then the rule can be reviewed and deleted if it is not necessary.

0
Contributor
9 years ago
Apprentice
vishalbhosale04Apprentice

Email Notification CC - When a ticket priority is changedClosed

Hello All, How can we set a rule or a task to send email notification in cc to customer when priority is changed from Low to Urgent/ Medium to Urgent/ High to Urgent in Freshdesk.I tried observer but it is not having an option to send email in CC. Also tried dispatcher rule, but it will act only on new tickets. ( I want to set this rule for new and old tickets too.) Help Appreciated.Thanks, Vishal Bhosale

3
aravind.sundararajan
9 years ago
Apprentice
elliot.bonillaApprentice

Acknowledgment of account creationClosed

When fresh desk is configured to authorize users manually there is no communication with the customer from the time they signup to the time they receive the activation email.Would it be possible to have an email go out to the user when they signup stating that their account is pending approval? This will eliminate the time that the customers are in the “dark” guessing what could have happened to their request.

2
9 years ago
Apprentice
marko.kirvesApprentice

Redirect users to our custom domainClosed

We have purchased and configured a custom domain. We have SSL on that as well. However, the domain.freshservice.com URL is still accessible and doesn't redirect users to our custom domain. This is confusing for end users as they can see two URLs and authentication doesn't work across the domains. Your custom support advised this is not possible, so can I request this as a feature request so that we can prevent end users from seeing the freshservice.com domain.

0
Apprentice
9 years ago
Apprentice
horaciobApprentice

Backup my Data Base ticketsClosed

Hello friends!   Can I backup my freshdesk tickets database in the cloud? Thanks Horace

3
aravind.sundararajan
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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