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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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Apprentice
jbernardApprentice

Bugzilla IntegrationClosed

Hello,Is there any way to integrate (or are there any plans to integrate) Freshdesk with Bugzilla, The preferred behavior being:An Issuezilla could be created directly from FreshdeskIssuezilla status could be reported back to FreshdeskThanks

8
9 years ago
Apprentice
cakersApprentice

Sub Tickets or Linked TicketsClosed

Merging tickets is a nice feature but our company creates multiple tickets to assist with another ticket.  Sub Tickets or Linked tickets would be nice.

30
sajesh.krishnadas
9 years ago
Apprentice
jsouzaApprentice

Request to change time stamp views on customer facing ticketsClosed

Customer facing tickets have odd time stamps.  One of our customers asked if we could change the time stamp that shows.  In her case, the ticket references closed time “since 16 hours 36 minutes” and “reported about 1 year ago”, when the reported date was 3/16/16.  Can the time display be changed to an actual date and time?

3
9 years ago
Contributor
rodrigo.pereiraContributor

Ability to create custom pages / menu items on the customer portalClosed

I really need this! :)This would allow a much more dynamic and customized portal, by allowing to properly bring into freshdesk other sections that may be relevant for customers, in a completely integrated environment. To give an example, right now I'd like to to provide a frontend for contract and license management. This is something that is very specialized (i.e. hard to make it generic) and is related with customer support, so the ability to do my own integration would be great. Give me a blank page, I add a bit of HTML, CSS and jQuery, et voila.

9
9 years ago
Contributor
louisContributor

Bulk update of asset informationClosed

It can be tiresome to update every asset individually, especially if there are several thousand assets. For instance, if you want to update several hundred assets which have just been detected by the FS Probe to reflect the correct Department (or Company, if you're using MSP mode). In the Asset tab, you should be able to create a Filter which shows only assets which meet a set of criteria. And then from this, you can select some, or all of the assets for a bulk update.

5
Contributor
9 years ago
Contributor
thanos.massiasContributor

Mailchimp integration improvementsClosed

I was testing the Mailchimp integration and noticed a couple of things that, IMHO, need improvement.A new Mailchimp list has, by default 3 fields:- Email Address (mandatory, can't be removed)- First Name (optional, can be removed)- Last Name (optional, can be removed)Since Freshdesk has just a Full Name field (not a First Name and a Last Name), the integration tries to be smart and splits the Freshdesk Full Name field into a Mailchimp First Name and a Last Name.I'd much rather prefer that the integration is not based on the default Mailchimp fields but on custom Mailchimp fields. This would make installation and configuration a bit more difficult but would add useful functionality.Changes:- Instruct users to create a new Mailchimp list (say 'Freshdesk list')- Instruct users to remove the First Name and Last Name Mailchimp fields from the list- Instruct users to add new Mailchimp fields for Full Name (the contact name) and Company (and, possibly, fields for Title, Work Phone, Mobile Phone, Address, Time Zone, Language and other data that Freshdesk can provide) with prearranged tags.These changes would mean that the integration passes on to Mailchimp a wealth of useful information.

1
9 years ago
Apprentice
bhalloyApprentice

SLA reporting in case of ticket transferred to multiple groupsClosed

Hi all, I'm currently having a look at different ticketing tools to see the possibilities. A main point is about reporting on SLA. I already had a look at your documentation and forum topics but didn't find answer to my question. In our organization, we have multiple groups handling specific topics. It can happen that a ticket is transferred to different groups in case of wrong assignment or a request to be handled by different teams. In that context, it can also happen that a ticket is first assigned to group A, transferred to group B and then reassigned to group A to finalize the process. In that context, I'm wondering about the figures we can get in the SLA reporting provided by Freshdesk. We would like to be able to get the global resolution time for all the group.  It allows to see if we exceeded the SLA agreed with the customer. We would like also to be able to get SLA per group, to see if the delay is due to group A or group B. Another concern is how react the system when ticket goes first to group A, then to group B and at the end comes back to group A. Is the time spent on group A reset when it comes back or does it add the second time to the initial one? Also, we have groups/teams working in different time zone.  As I remember, this is correctly handled in Freshdesk.  Someone could confirm? I already thank you a lot for your answers. Kind regards, Bogdan

0
Apprentice
9 years ago
Apprentice
sswinfordApprentice

Yammer (Enterprise) IntegrationClosed

After trying for several days to get Yammer integration to work, only to have it fail on the last step, I was informed by Support that the integration only works with the Basic version of Yammer. I have two requests: 1) Document that this integration only works with Yammer Basic for right now. 2) Make it work for Yammer Enterprise, too (and then update the documentation again).

0
Apprentice
9 years ago
Contributor
grant.harrisContributor

Default date selections on reportsClosed

Please can you add current week, previous week, previous week and previous month as default time periods for the reports? Quests have current month and previous months so should be possible.

0
Contributor
9 years ago
Apprentice
cohearnApprentice

iOS App needs http linking to appClosed

When opening any freshdesk link in a email or message on iOS devices. This should invoke the link to open in the Freshdesk iOS app. Instead clicking on a link opens a web browser. This is a basic function that many apps have and I don't understand why this is missing.

5
9 years ago
Contributor
rodolphe.malagutiContributor

Bundles - fields replication (date and dependent fields)Closed

Hello, Bundle feature is very nice. I'm wondering if you have plan to make fields replication working on date and dependent fields? Best regards, Rodolphe

2
Contributor
9 years ago
Apprentice
russ_15636Apprentice

E-mail agents when a ticket is resolved or closedClosed

 Is there a way I can setup an e-mail notification to my agents when a ticket is resolved? This will allow our agents to monitor their e-mail box to know whether or not a ticket was worked on by someone else or if it is still hanging out there.

3
aravind.sundararajan
9 years ago
Apprentice
schughApprentice

Not able to remove WatcherClosed

Hi, We are able to add the watcher, but we had an instance where agent mistakenly added a COLLABORATOR as watcher and now we donot have option to remove it ourselves, only way that we could figure out is to, go to the COLLABORATOR and ask him to remove himself for watching the ticket.

0
Apprentice
9 years ago
Contributor
trace.symondsContributor

Link Scenario or Rule Name to Private NoteClosed

Being responsible for our Freshdesk installation and ensuring we are all using the system correctly, I frequently need to check ticket details to find out what happened in a situation. I'm finding it very difficult to look through Agent's tickets where the Agent has used Scenarios or where rules have been triggered.  The "Activities" of the ticket show the actions that were taken as part of the scenario or rule, but if there is any content such as an email, I can't see that content - it's not added to the ticket itself.  Only an activity that says, "Email sent to <user>" - with no actual information about what was written to the user. The way to you have to work currently, is exit the ticket or open Freshdesk in another tab/window, navigate to the rules or scenarios option in the admin tab and then hope you can find it when at least my team, has the same rule/automation perhaps four times, because we have different teams to communicate to. This is very inefficient and cold be solved in one of two ways: First, tell us and also link us to the rule or scenario that was triggered. Then, if there is a message sent to the customer, hyperlink the activity entry to the actual message sent, OR Simply put that message sent into the actual ticket, just as if you replied to the customer.

1
9 years ago
Apprentice
marc.dergaczApprentice

Per-company SAML ConfigurationClosed

We want to be able to offer Freshdesk access to our customers but allow them to use their own SAML SSO services to perform authentication.We are able to perform this in our own SAML IdP however we need a mechanism to pass the company information to our IdP so we are able to authenticate them correctly. 

1
9 years ago
Apprentice
it.opsApprentice

Integrating with HipchatClosed

Starting a new topic as the previous topics are few years old now.  How come Freshdesk has integration with Hipchat and Freshservice does not?  Is that on any roadmap?  We have no interest in using Zapier. Thanks Nick

0
Apprentice
9 years ago
Contributor
bradley.pallisterContributor

Sitemap DownloadClosed

Ability to download an xml sitemap.

5
sajesh.krishnadas
9 years ago
Contributor
jsuffetContributor

SITEMAP.XMLClosed

Currently, Freshdesk does not create a Sitemap of the content in our Help Center.  Creating and submitting a Sitemap file to Google and Bing is an important step in our SEO initiatives.  We are aware of the current method but if we don't update this file every week then both Google and Bing will be perpetually out-of-date.Please HELP to automate this process!  

5
sajesh.krishnadas
9 years ago
Contributor
c.payneContributor

Change default calendar formatClosed

Would it be possible to change the default group and date format of the calendar?  We find it useful to have tasks for the group, but as these don't show up in individual task lists, it then requires clicking on the calendar, changing to group view, selecting the required team, and clicking to change to month view to see upcoming tasks.  It would save a good amount of time if we could change the default options to a particular team and month view.

1
Contributor
9 years ago
Apprentice
jmassarelloApprentice

Due Date Adjustment RestrictionClosed

I have looked through the admin panel and the forums and haven't found if there is a way to do this. Is there anyway, in agent settings and/or roles, to restrict who can and cannot adjust due dates?  We need to be able to restrict this, especially since the ticket history doesn't show you who/when a due date was changed, and to what it was changed.

1
9 years ago
Contributor
matthias.faxContributor

Agent Reply Template ImprovementClosed

The current Agent Reply Template is a nice feature, but kind of crude.Unlike the other Email Templates the Agent Reply Template refers to the whole reply content, nut just the email content.That means everything inside the template (i.e. ticket link, other additional information) is added in the reply itself and is included in the ticket overview thus.But these information out of the template is unnecessary in the overview and repeated in each reply.The solution would be to transform the content template to an email template with placeholders (like {{reply.content}}) as it is handled with the other ones.

3
9 years ago
Apprentice
rjlgumbanApprentice

Freshdesk spams on my personal gmailClosed

Hello, All the tickets in my freshdesk account is also reflected on my personal gmail. There is no unsubscribe button. How do I stop freshdesk from sending me all the emails of our company's customers to my gmail account? Thanks

1
9 years ago
Apprentice
anneApprentice

Having Alerts sent Based on Ticket PrioritiesClosed

The Company is Everylayer. Our feature request is to have alerts  especially on the Urgent and High Priority Tickets, sent to the team handling them using a telegram channel (This is what we use for the company) In case you have another suggestion of sending the alerts we would love to hear that. Thanks in Advance as you consider this. 

0
Apprentice
9 years ago
Contributor
bart-jan.woltersContributor

Folders for Dispatch'r, Supervisor and Observer overviewClosed

Hello Freshdesk!It would be awesome to be able to create a folder structure within the overview for the automations.We are in the progress of automating many things, and would like to order this correct.Would this be possible?

3
9 years ago
Contributor
lisandroContributor

Specific widget to search solutionsClosed

It would be really nice to have a separated widget to search solutions. The scenario where we would use it is the following: our customer use our own control panel, and we are developing an integration to Freshdesk through the API. The opened tickets are shown to the customer inside his control panel.  Additionally, we would add a button to allow the customer to open a new ticket. In there, we want to put some custom text, telling the customer that we love to answer questions, but first he should search the solutions to see if the question has already been answered. Then, if he didn't find any answer, he would proceed to the page where we offer a form to create the ticket.  As you see, in this scenario it isn't practical to have both functions together as t he feedback widget has (that is, creating the ticket and searching for solutions), because it's easier for our customers to send us the ticket, they don't bother to search. Would it be possible to have a separated search solutions widget?

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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