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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
nitzan.gadishContributor

Add recipientsClosed

I'd like to be able to add recipients to a ticket aside from just the requester -- a list of people who are copied on all responses, who can view the ticket if they log in, and whose email replies are automatically posted to the ticket as well.

4
10 years ago
Contributor
jon.mcnamaraContributor

see all tickets from this company available to other companies/usersClosed

It would be useful to provide certain users from certain companies a view of all tickets from other companies.For example, we support our sales guys' customers directly. What we get a lot of requests for is updates to the tickets which they cannot view because they don't have access to their customers' tickets.If there was an additional field which we could add multiple companies to, maybe with a comma delimiter, we could provide them full view of all tickets within select companies.We also have 3rd party suppliers who would also like to see status of tickets relating to their relevant customers.Perhaps another way to look at it might be if the 3rd party was Cc'd within an email, there would be an option within the ticket to allow that person access to the ticket, as if they were the requester but with reduced privileges.

4
10 years ago
Contributor
adam.feldmanContributor

Add Contact Fields to Observer RuleClosed

I find it strange that there is no way to run an observer rule on contact field updates. Or to take advantage of customer tags. These things would be very helpful and our critical for our internal processes. I would like to create custom drop down list fields that include membership information. Once a selection is made in the custom list, I would like a specific tag to be added to the contact. This seems quite simple, but I am not finding a way to do this. I am open to any suggestions from other Freshdesk Users. Hoping someone can guide me to a work around!

0
Contributor
10 years ago
Apprentice
knut.kringstadApprentice

API: Access to Activities information pro ticketClosed

Request access to information found under the Activities button in tickets through the API? Lookup this information via ticket number.

0
Apprentice
10 years ago
Contributor
charlie_14117Contributor

Chat Hours - LunchClosed

I see there are chat hours, it would be really helpful if those had break hours. Like we are open 6am-5pm, but we take a lunch from 12noon - 1pm we do not want chat on during that time. 

0
Contributor
10 years ago
Apprentice
david_13608Apprentice

Improve Ticket History (Show Activity)Closed

Hi Freshdesk,I would love to see the ticket activities/history improved (i.e. what you see when you toggle the "show activity" button to ON in the ticket view).Specifically, I'd like to see the original ticket status before it was changed.  At the moment I see this:Bob Smith updated 4 days ago (Fri, 22 Jan at 9:07 AM)updated ticket type to Feature RequestAnd I would love to see this:Bob Smith updated 4 days ago (Fri, 22 Jan at 9:07 AM)updated ticket type from Open to Feature RequestThanks for your kind consideration.RegardsDavid

1
10 years ago
Apprentice
tgrazianoApprentice

Change due dateClosed

Sometimes a customer can't provide the details needed to properly work the ticket. The ticket might be 5 days old but its not going to be overdue for 2-3 more days. How do i extend the due date on a ticket?

5
Apprentice
10 years ago
Apprentice
owen.carrApprentice

New Features for Blossom Plan Essentially NonexisitentClosed

I find it interesting that the new features that have been added in the 2-3 releases do not apply to the Blossom Plan. I read through these perky newsletters that boast about new features only to realize they are not supported in the mid-tier Blossom plan. This essentially translates to zero innovation to the mid-tier customer. Other than better formatting when you hover over a ticket title, I don't recall seeing any feature enhancements for a very long time.

2
10 years ago
Contributor
jinlong.yeContributor

Ability to sort ticket note/reply in descending and ascending orderClosed

Currently the ticket corresponding thread is from old to new from top to bottom.Would be nice to add an option to have it go the other way with new reply on top.It's a pain having to scroll down 20 comments and reply just to get to the REPLY/FORWARD/ADD NOTE section.Or just move REPLY/FORWARD/ADD NOTE section to the very top after the original ticket description

0
Contributor
10 years ago
Apprentice
mike.burnieApprentice

Auto Reply Email - Out Of Office - Update of Open Tickets - FreshServiceClosed

We are currently evaluating FreshService. Has anyone, out there, got ticket updates for Auto Reply emails working? If I put an update on a ticket (as an agent), and the Requester is on annual leave and their Outlook sends an 'Auto Reply: I am Out of the Office' email.  I would like the Auto Reply email to update the relevant open ticket. Our Agents can then see that the Requester has responded, check the update and put the ticket on hold until the relevant date that the user is back from their annual leave.

4
10 years ago
Contributor
sbeesonContributor

Remove moderation requirements for established usersClosed

It's really frustrating.

4
Contributor
10 years ago
Apprentice
kristian.strackeApprentice

Helpdesk restrictions - different whitelisted domains for different productsClosed

Hello everybody, first: Thank you freshdesk for this outstanding software!If I haven't missed it right now you can only whitelist domains that people have to belong to for all of your products. What I would like to do is whitelist companyA.com for product A  and  whitelist companyB.com for product B So only emai adresses that belong to companyA.com can register at the support portal for the products ob company A. Is this possibly?Could this feature be added? Hopefully I could make my point clear (sorry I am no native speaker)

1
10 years ago
Contributor
thanos.massiasContributor

Check for open reply window before redirecting back to ticket listClosed

At the moment, if an agent replies to a ticket and clicks the Send and set as Resolved or the Send and set as Closed option, the ticket status is updated and then the browser automatically takes the agent back to the list of tickets. No problem here. However, there is a problem in the exact same scenario if there is some ticket field that is marked as Required when closing the ticket ( in our case, Type is such a field ) and this ticket is blank when clicking the Send and set as Resolved or the Send and set as Closed option. In this case, a warning that This field is required. is displayed next to the offending field. Remember that the reply composer window is still open and contains the message that the agent wants to send to the customer. If the agent selects a value for the offending field and clicks Update then the ticket properties are updated and the browser automatically takes the agent back to the list of tickets. However, the reply is not send to the customer ( in fact, unless it was automatically stored as a draft, the reply text is lost ). Strictly speaking, this is to be expected, but practice shows that most of our agents make the mistake of clicking Update in this case, even when they are well aware of the issue. I understand that this is a case of wrong usage but I would like to see a solution that protects the agent from himself. I believe a good solution is for Freshdesk to check if the reply window is active ( open ) before attempting to redirect back to the ticket list page. If the reply window is open, abort redirection because, more likely than not, the agent doesn't want to leave the ticket page without sending that reply. The same also applies for open note or  forward windows. In code, this would be like replacing: document.location.href = "/helpdesk/tickets" with: if ((jQuery('#HelpdeskReply').is(":hidden")) && (jQuery('.cnt-note').is(":hidden")) && (jQuery('.cnt-fwd').is(":hidden"))) { document.location.href = "/helpdesk/tickets" }  

3
Contributor
10 years ago
Apprentice
leonApprentice

Is it possible to export a single ticket from Freshdesk?Closed

We've found that when forwarding tickets where there are multiple threads, all the details do not appear to go as they should. As a way around this issue, we just wanted to explore as to whether it would be possible to export a single ticket from the system and send this via our own email system? If you could advise, that would be appreciated. Many thanks, Leon

0
Apprentice
10 years ago
Contributor
pete_14678Contributor

Contract report by AssetClosed

If I have a contract such as "Hardware Support" for a client with, say, 50 desktops. I then link these 50 desktops to the Contract as Associated Assets.Is there a way to run a report for that Contract as expiry nears, to see how many support tickets were raised against that contract for those 50 devices over the previous 12 months so that I have an idea going into contract renewal? 

0
Contributor
10 years ago
Apprentice
philippe.derouardApprentice

dispatch'r (and others) rules script languageClosed

Hello I wondered if Freshdesk is thinking about giving customers the possibility to directly write the rules inside text scripts. It would be more convenient than clicking, clicking, clicking again... It is so time consumer to enter complex rules... And the lack of "AND" and "OR" possibilities at the same time is a bad thing too. Regards Philippe

0
Apprentice
10 years ago
Apprentice
per.malmestigApprentice

New email in new tabClosed

Hi, I would like to see an option to open new emails in a new tab. We get tickets that requires us to send a new mail, but I don't want to navigate away from the ticket.

2
Apprentice
10 years ago
Apprentice
ankur.groverApprentice

Content of TicketClosed

Dear Team, Request your support in managing the content of the ticket. In the current scenario while assigning a ticket to the agent we only mention "Dear XYZ, Ticket is assigned to XYZ. Your ticket ID is: https://imtechsupport.freshdesk.com/helpdesk/tickets/xxxxxx Thanks" But we also want to add another content in the message. "Dear XYZ, Ticket is assigned to XYZ. Your ticket ID is: https://imtechsupport.freshdesk.com/helpdesk/tickets/xxxxxx SLA For ticket is NN Hours Thanks" Please Note : The value of <NN Hours>,  should be dynamically populated from the SLA policy defined in the ticket type. Request your support in adding this content. Regards Ankur Grover

1
10 years ago
Apprentice
abakerApprentice

Submit a Ticket default fieldsClosed

Is it possible to remove the default fields on the "Submit a Ticket" page? My goal is to put a shortcut on several desktops in my organization to open IE and land the user on the "Submit a Ticket" page so that they can put in a helpdesk ticket. The issue is some of my users do not have an email address. I am wanting them to be able to submit a ticket without an email address while still gathering the needed info for the ticket.

1
10 years ago
Contributor
jijsaxtonContributor

Requesters to view their assigned CMDB itemsClosed

Give access for requesters to view their assigned CMDB items.

0
Contributor
10 years ago
Contributor
thanos.massiasContributor

Merging ticket and timestampsClosed

When ticket A is merged into ticket B,  two private notes are added in the thread of ticket B. Both notes have a timestamp that marks the moment when merging happened. In my view, this should change:- The timestamp for the private note with content "Ticket with id A is merged into this ticket." should stay as is ( the moment that merging happened ). No changes here.- The timestamp for the private note with content "Merged from ticket A" plus the contents of ticket A, should be identical to the timestamp for the creation of ticket A. This, will make the timeline of the thread more consistent as the note will appear at a position that makes sense. If this private note also has an extra div class qualifier added, as in <div class="commentbox commentbox-gray private-note original_request_copy"> it will be easy to style it with CSS.

0
Contributor
10 years ago
Contributor
dkimmel_12932Contributor

CMDB email notification for non HW/SW CI typesClosed

Expiry notification is available for hardware and software assets only. Bu there are CI types that are neither hardware nor software but nevertheless have expiration dates. For example, domain name registrations.Expiration notification must be available for all CI types.Consider this an enhancement request (or bug fix).Thanks.

2
10 years ago
Contributor
trace.symondsContributor

Provide the ability to designate an offline conversationClosed

Hello my friends, So we've been using Freshdesk for more than a year and a half now and one thing that I believe we need, is the ability to designate a conversation (a forward or reply to an existing ticket), as 'offline' so that any replies are always treated as a private note.   In our experience, not every forward is treated as a private note.  I would like the ability to designate that all replies to a particular forward or reply are treated as Private and give me the ability to designate if the reply should be public. We had a situation happen where we forwarded an issue to a colleague who didn't have the answer.  So in his reply, he added another person.  His reply was treated as a private note but his colleague's reply was not and the message was sent to the customer.  Luckily, the reply was just the right answer for the customer and they knew nothing was wrong.  However, if the reply wasn't supposed to be read by the customer, we might have had a customer service nightmare on our hands. Thanks!!

1
Contributor
10 years ago
Contributor
mkozakContributor

Rules - Ability to email any email address.Closed

Not sure why rules are limited to emailing Groups, Agents, certain requestors.  It would be great to be able to put in one or many disparate email addresses on an ad-hoc basis.For example:If I have a mail catch doing something after hours, it may go out to a call service.  The call service may not require access to tickets (so they aren't an agent).  Or simply that you want to forward all emails that come in to a resource mailbox somewhere.  

4
10 years ago
Contributor
alice.phantomContributor

category classClosed

 Hi, it would be great if each category had a body class, so one could more easily customize some details of each layout.

6
sajesh.krishnadas
10 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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