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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

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Apprentice
jmepaApprentice

Ticket Fields subcategoriesClosed

HiIt would be great to be able to create sub categories for dropdown choices ( Admin -> Ticket Fields -> Type -> Dropdown choices). Example of a category with subcategories would be: Hardware, -- Laptop, -- Desktop, -- Printer, -- Scanner, etcCan this be done?

1
12 years ago
Apprentice
holicanmcApprentice

Possible to have no-reply email as "From" address?Closed

I mainly don't want the support email address to be public. I would like my customers to have to submit tickets via a form on my website which converts the information to an email and sends it to the support@site.freshdesk.com address.I know email accounts can be modified but is there a way to modify the "from" address to something unroutable?

0
Apprentice
12 years ago
Apprentice
sbauerApprentice

Add "description" field for main helpdeskClosed

For uniformity it would be nice if the main helpdesk will get also a description field. The same as in the products.

1
12 years ago
Apprentice
apearceApprentice

Email Notification Fine TuningClosed

It should be possible to set the email notifications so that if a ticket is assigned to a specific user in a group an email doesn't go to the whole group, but if a ticket is assigned to a group and not a specific user, then the whole group is notified. For example, I am a member of the helpdesk group. If a ticket is assigned to me within the helpdesk group, I can get 2 emails (one for group assignment, one for personal assignment,) and everyone else in the helpdesk group gets an email as well. This doesn't make sense, since the ticket has been assigned to an individual, the whole group doesn't need notification. However, if I turn off group notification, then no one will be notified if a ticket is assigned to the group, but not an individual agent.

0
Apprentice
12 years ago
Apprentice
jcorneliusApprentice

Daily ReviewClosed

We will have many cases open that we can't action right away, but it's important that we still review each case daily to see if there's any new work to be done.What I'd love to see, is a checkbox in the ticket view screen that we can select after reviewing each case. This checkbox would automatically change the colour of the case in the main ticket list view (we should be able to set the colour), so that when we are looking at our list of cases, we know that we've already reviewed the coloured ones for the day.After a set period of time (eg. 24 hours), all these reset back to normal.We can sort of do this now with a cludgy set of tags, but it's not ideal.Jason.

0
Apprentice
12 years ago
Apprentice
ronnie.jorgensenApprentice

Create new and modify default email notificationsClosed

I would like to see some more features being implemented to the email notifications section. I would really like to be able to  Create new email notifications Modify the default ones Being able to add conditions  This would for me add more flexibility. It would allow me to have different templates for different departments. not relying on a dispatcher rule to skip new ticket creation email notification. The problem for me is that the dispatcher rule stops after first match.

0
Apprentice
12 years ago
Contributor
astedfastContributor

Screen shots when creating tickets and replyingClosed

Currently, I only see the screenshot option in the feedback widget, which doesn't do much for us.  I see that users can add a file when they create a ticket, but this is cumbersome because many users don't know how, and it takes too long to explain to print screen, paste, save file, upload, etc.  We should have the ability for customers and agents to take (and preview) a screen shot at every stage of the ticket (starting with ticket creation.)Also useful would be a way to black out or crop the screenshot prior to submitting.  It would be great if the agent could then have the option to save any or all of the screen shots to Freshdesk for use in solutions, etc.I noticed that the screenshot option in the feedback widget only captures the one browser tab.  We'd need a full-screen capture, with blackout/cropping ability, to be useful.

1
12 years ago
Apprentice
complaintsApprentice

Adding menu tabClosed

Hi, is it possible, or are there any plans to make it possible to change the name of "Solutions" to something else? Now there are 4 tabs: Home - Solutions - Forums - Check your ticket status on top of the page. Adding a customized tab would be nice too.It would be nice to have a customized menu on there, something like: Home  - Knowledge Base - News - Forums - Check your ticket status

4
12 years ago
Contributor
chuck.kandzierskiContributor

Forum topic hierarchyClosed

The forums seem to have a flat structure.  All comments and replies are under the original topic.  Is there a way to create a hierarchy so that one can reply to a comment or another reply and to view these comments and replies in the hierarchy?

0
Contributor
12 years ago
Apprentice
elliotsthomasApprentice

Agent RolesClosed

Would love to have custom agent roles in all plans.  We can not afford upper plans with this and would love to see it in all plans.We trust are agents, but things like "customer" access/edits // deletion of tickets // marking a ticket as closed or spam - we would like restricted...Thank you very much,Elliot T.

1
Apprentice
12 years ago
Apprentice
pnegoduykoApprentice

Integration with PipelineDealsClosed

 What do you think about integration between Freshdesk and CRM PipelineDeals.

1
12 years ago
Apprentice
nilApprentice

Survey Monkey IntegrationClosed

Dear Team,  Is there any plan for survey monkey integration with freshdesk?

3
12 years ago
Apprentice
tony.marvenApprentice

Multiple Products: Individual Google Analytics CodesClosed

It would be useful to be able to allocate unique GA codes for each product to allow a quicker, more detailed analysis beyond /support/solutions

0
Apprentice
12 years ago
Contributor
alessio.fattoriniContributor

Can i have automatic suggests from past ticket not only form FAQ?Closed

Now agent has suggests from FAQ, can i have suggests from past ticket not converted into faq? Tickets with problem like mine.Is it possibile?

2
12 years ago
Apprentice
chris_10100Apprentice

Customer portal search history/analyticsClosed

High value information for a customer portal is what topics users are searching for.   The admin interface should show (or allow you download in CSV) a list containing:The things people have typed into the search box on the siteThe search referral terms from Google for internet searches that land on the customer support portal The list should include for each item the page/solution/forum thread that the user clicked on/landed on so we can evaluate our content quality.This could be implemented by allowing the admin to add a Google analytics code snippet to the customer portal pages so it would integrate with our overall analytics setup.

3
12 years ago
Apprentice
jari.saariApprentice

Custom Menu items to admin viewClosed

Hello, Many times our ticket will be "on hold" status for long time before we can solve and close it. It would be great if we could add simple menu items into our admin ticket area and drag and drop these "on hold" tickets under some of our custom menu item. Below these menu items we could find tickets easier and solve them later. I know that there is different ticket statuses and groups etc, where we could filter tickets - but we have notice that it is not good easy way to us. Thanks

0
Apprentice
12 years ago
Apprentice
stijnverplanckeApprentice

URL-target in ticketsClosed

Setting a target="_blank" on URL's in tickets by default; would def. improve the user experience.

2
Apprentice
12 years ago
Apprentice
rob_10515Apprentice

Auto-Notify Group of AssignmentClosed

There really needs to be a better system in place for notifying a group upon ticket assignment. There are just too many instances where an agent in our support group responds to a ticket then another agent follows with a redundant response because they had no idea of the first response. This seems pretty dang important and trivial to fix. 

1
12 years ago
Apprentice
shleeApprentice

Limiting attachables to images and videos (no .exe files)Closed

Hi, Thank you for taking time off for my request. I wonder if you could create an option for administrators to designate file formats and sizes attachable to a customer inquiry and forum posting. In order to prevent someone from attaching viruses or commercially oriented programs to their posting or email, we normally limit attachable formats to images (JPEG, JPG, PNG, and so forth) and videos. Of course everyone could use their firewall or anti-virus program not to become a victim, but it seems it'd be a lot easier and wiser to prevent than clean up such mess caused by any malicious acts. I appreciate your attention and hope to see this issue being resolved. Best regards, Hawk

0
Apprentice
12 years ago
Apprentice
tommyApprentice

Ability to globally strip HTML from incoming emails...Closed

HTML is too messy sometimes, some of my clients have 5-10 gif files in their sigs and it shows up as seperate files, a toggle switch to allow HTML or strip HTML from incoming messages would be great.

0
Apprentice
12 years ago
Apprentice
martinvApprentice

Respect ReplyTo mail headersClosed

When users write to our forums, we get the email with our own mailbox as the From address and ReplyTo as the user's address, so when we click reply for the email, it goes directly to the person.Freshdesk doesn't support this, so we had to switch to changing From to the user's address and then put in the original real address into ReturnPath.It's nuisance, it would be much better if Frehbooks supported ReplyTo, as every mail client does.Thanks,Martin

6
12 years ago
Contributor
blakeContributor

Automatically Follow a thread after posting a commentClosed

When you post a new topic it gives you the option to "Monitor This Topic".  But, when you're posting a comment it doesn't. Posting a comment should have the same checkbox.I've posted in several threads here and never got an email notification when someone replied...I realized this is because I didn't manually click the follow button.  The default for most forums now a days is to monitor any topic you post in.  At the very least there should be a checkbox down at the bottom when adding a comment.  

3
12 years ago
Contributor
rkramerContributor

Status LockClosed

I would like the ability to LOCK a status so it can not be changed. For example, I have certain status's for organization or tickets. If someone responds to a ticket, it changes it back to OPEN. I would love to see a CHECKBOX next to Status with a Padlock.Anyone want to see this?Thanks,Ron Kramer

1
12 years ago
Contributor
roundteamContributor

Don't allow to modify requester email address for new ticketClosed

Hi, we're implementing tight integration between freshdesk help center and our system.One issue we struggle with is that customer is allowed to modify requester email when creating new support ticket.This is very important for us to stick with the email provided as SSO parameter.We would love to have a checkbox in admin settings to disallow requester email address modification.Is there any workaround for issue for now?Thanks,

1
Contributor
12 years ago
Apprentice
_11150Apprentice

Create ticket as a companyClosed

A handy feature would be something that allows me as a company / staff to open a ticket with a client to establish a channel of communication. at present I can open a ticket on behalf of the client as a client but not with a client as a staff.

0
Apprentice
13 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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