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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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8948 Ideas

Back to top of the list
Contributor
c.a.d.brughContributor

open attachments in mobile app with third party apps.Closed

As the title says I would like be able to open word-, excel-, pdf-documents etc. with a third party app on my phone. So when I click on the attachment it should prompt an option to open it with an app or there could be a download button which downloads the file to my phone.On android you get a blank page if the attachment isn't an image which is pretty annoying when you're on the go. 

0
Contributor
10 years ago
Apprentice
santo.brulloApprentice

Link a Ticket to an EmailClosed

With Google Apps migration we really need to link an email.  If someone replied to a different email other than the one that came in the ticket we still need that info.  We need to link that ticket to a new email conversation.  Then just keep track of all the replies in the same ticket. This would not only save on copy and pasting to tickets from other emails but keep track for any replies from all the people on the email.

0
Apprentice
10 years ago
mrenaud
Skilled Expert
mrenaudSkilled Expert

SLA Reminders: Add longer time periods for SLA "before" violationsClosed

You have just implemented the SLA reminder (before violation expires) and it is a great feature. Unfortunately, the selectable reminder time is limited to 8 hours "before" SLA violation. This might be sufficient for most response time cases but the resolved on time SLA, depending on the ticket priority, would require a much longer time, a week, in our case (for low priority tickets). In our business, problem resolution can be quite lengthy and an 8 hours reminder before sounding the alarm is way too short. Therefore, I would like to  propose an enhancement to this excellent feature so that: Selectable SLA due time reminders can be defined in weeks, days, hours and minutes, pretty much like the SLAs are currently defined. SLA reminders can be defined separately for each priority level. Thanks!Michel

1
10 years ago
Apprentice
eloiselApprentice

Stylesheet Classes for ImagesClosed

I would like to be able to add stylesheet classes to images without having to edit the Source. of the entire solution.Would you consider adding a 'Stylesheet class' field to the Insert Image... box?

0
Apprentice
10 years ago
Contributor
pmesritzContributor

Last Logged In Date for AgentsClosed

I setup agents in our system yesterday and have confirmed that 3 of them have logged in. 1 of the 3 still show "Never Logged In" and 1 of the 3 shows "Logged in 24 hours ago" (but is currently actively logged in").Is this a known problem or how do we fix this?Philippe

8
10 years ago
Apprentice
tomasApprentice

Dashboard "Due tomorrow"Closed

 Hello,when I get to the Dashboard, there is "Due today" column. Would it be possible to add a "Due tomorrow" one?Or, ideally, a configurable column?Thanks

0
Apprentice
10 years ago
Contributor
alessio.fattoriniContributor

Filter by agent first responseClosed

Our business time is from 9am to 6pm, if a new ticket is created after 6pm is managed the following dayI need to answer to this question:"How many ticket we have managed today until now?"I can't use "Created" filter 'cause selection today doesn't match those ticket created after 6pm of previous dayCan you add a selection "by first response" or permit to select the time and the date through "create" selector?Probably I was not very clear in stating what my goal is :-)

2
Contributor
10 years ago
Contributor
scott.willettContributor

CMDB / Discover Tool Rules and AutomationsClosed

It appears CIs don't always map to the correct node in the CMDB (eg: Dell Optiplex 755 desktops are created under the node "Computer"). Also you may want all assets imported to be automatically assigned to a particular company.Having rules and automations when importing CIs via the discovery tool would be very useful.

1
Contributor
10 years ago
Contributor
scott.willettContributor

Manufacturer ConsolidationClosed

Would be good to have automated Manufacturer consolidation, so if assets are imported via the discovery tool, or entered manually via the CMDB, it maps to a specific manufacturer.For example: Many Dell assets will have the manufacturer text as any of the following: Dell, Dell Inc, Dell Inc., DELL_The feature would let you create a rule to automatically change Dell Inc, Dell Inc., and DELL_ to Dell.

1
Contributor
10 years ago
Apprentice
santo.brulloApprentice

Tickets ViewClosed

On any of the main viewing pages, for either Tickets, or Changes, etc it would be great to have the ability to customize the right hand side.  Where it now shows Agent, Status, and Priority it would be great to add a custom field.  For example I added an Agent Work Status custom field so when I go into the ticket I can see at a glance what the custom status is for an agent working on a ticket.  It the page view for tickets it would be nice to see that as well instead of going into each ticket to see that. 

0
Apprentice
10 years ago
Contributor
bart-jan.woltersContributor

Adding "Save as draft" function to notes.Closed

When writing notes it would be nice to have the "save as draft" auto-save also,In case you are writing a long note, it will not auto-save if you switch screen or close browser.

1
10 years ago
Apprentice
patrick.marwedeApprentice

Sorting Of Solutions CategoriesClosed

We want to use the KB as well internally for our documentation. This means, we have a lot of categories as well. In order to keep an overview, we would like to have the categories alphabetically sorted. It would be great if there was a button to initiate a alphabetical sorting.

0
Apprentice
10 years ago
Apprentice
cynthia.layApprentice

Integrate with 17Hats?Closed

Hi there - Just wondering if there are any plans to integrate with 17Hats? I just set up an account with them, and I can see where Freshdesk would be a perfect fit for their workflow management system.Thanks!Cynthia

1
10 years ago
Contributor
scott.willettContributor

Create a problem or incident out of a change or releaseClosed

Currently you can fork off a problem or incident to a change, or a release, however I'm thinking it may be good to do it the other way around too. This would allow you to better communicate issues coming out of a release and use the lessons learned from previous changes and releases to conduct them better.

0
Contributor
10 years ago
Contributor
scott.willettContributor

Add relationship filtersClosed

Would be good to be able to add relationships with the help of more filters (eg: only show CIs from this company). The search and CI filter is great :)

0
Contributor
10 years ago
Apprentice
ahewsonApprentice

Bringing in twitter profile info on usersClosed

The requester info when answering a ticket - would be great to see their actual name, twitter bio and follower count.

1
10 years ago
Apprentice
ahewsonApprentice

Seeing twitter names not just handlesClosed

A guy called Chris Jones has a handle of @designguru. Why can't I see his name is Chris from within Freshdesk when answering his ticket?

2
10 years ago
Apprentice
ahewsonApprentice

Link to twitter user's pageClosed

Requester info on the right for a twitter customer - would be useful to be able to link to their twitter profile from here as well as their fresh desk profile.

2
10 years ago
Apprentice
blubaApprentice

Ability to create Supervisor & Observer rules on CMDB itemsClosed

I would like to have the ability to create helpdesk rules on CMDB items. A use case would be running an Observer rule to create a ticket for a specific technician once the expiry date passes for example.

1
10 years ago
Apprentice
sarah.stewartApprentice

Displaying the Description for a Solution CategoryClosed

When creating a new Category in the Solutions Knowledge base, I can enter a description in the Edit Category pop-up. However, that description is no where to be found after I save the Category - you can only see it when you open the Edit Category pop-up again. I would like that description to display under the Category name when you click the Category link (like it does when you click a Folder link) (see the attached screen shot).

1
sajesh.krishnadas
10 years ago
Apprentice
cohearnApprentice

AffinityLive integration with FreskdeskClosed

We need AffinityLive integration with Freskdesk

1
10 years ago
Apprentice
jwhitfordApprentice

CI Importing into CMDBClosed

Is it possible to import a description for each asset that you are importing into the CMDB?  When I export the CMBD the field is there and I used that as a template to import our asset database, but when I try to import it, description is not a default field.  Is there a way to add this?Also, is the import feature intelligent in that it can read the CI type, or do I have to perform separate imports for each CI type?

2
Apprentice
10 years ago
Apprentice
comprehensivewebdesignsApprentice

Making Live Chat Available On Free PlanClosed

Hello! Live chat should be available on the free plan. Live chat is a very important aspect of a company because customers can get support without having to call. Customers say that they prefer live chat better because they don't want to call or email the support team. Chat is the way of communicating with the support team directly without having to speaking to someone. That's great! If all customers that use Freshdesk are able to use chat, i'm sure that it would benefit all the freshdesk users out there (even fortune 500 companies like Toshiba if they had live chat when they were a small company). Please consider this because it would be a huge benefit to a ton of freshdesk users. Thank you!

0
Apprentice
11 years ago
Apprentice
pramodApprentice

Show Feedback on customer homepage and google searchClosed

if feedbacks are collected over freshdesk there should be a possiblity to show them in the google search (like trustpilot.com is doing) and show them on the home page (for example "Company xy solved my problem very professional" as homepage plugin).

0
Apprentice
11 years ago
Contributor
jimmyContributor

How do I send emails?Closed

Hello,Now I have a very weird question, but I can not really know where I can send emails? If I want to send an email to a customer who has not started a ticket, what do I do? I have 6 different companies with 6 different companies emails.

130
11 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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