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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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Contributor
alex_10481Contributor

Feature Roadmap with Implementation DatesClosed

 Is there a feature roadmap available with tentative quarter release dates? These forums have been pretty quiet, and the last "What's new in Freshdesk" post was over 4 months ago.

0
Contributor
13 years ago
Apprentice
jenna_jeremiciuteApprentice

Tiickets' CSV Report Fields Order CustomisationClosed

Currently I can only customise the items I want to see on the report. The report looks very messy and disorganised as I need to report a lot of information.I would like to be able to customise the order of the items to make it look presentable.This would be a great feature.

0
Apprentice
13 years ago
Apprentice
billytApprentice

FrustrationClosed

I’m just wondering if anyone else is having the same experience that we are? We started using Freshdesk a few months ago based on the current features with the understanding that many of the weaknesses and deficiencies discussed in these forums were in development and coming out very quickly. Since we have started using it, I've been watching some of these discussions daily and watching Freshdesk update them very sporadically with absolutely empty promises of things being done next week or next month, etc.. and then for the most part ignoring the fact that these promised dates are being missed with no explanations. What’s also interesting is that my twitter feed is filled with Freshdesk tweets about customer service and how important it is.  It’s starting to make me smile a little as I’m wondering if the marketing folks sending out those tweets have any idea that their own forums with customer issues are being substantially ignored with little or no communication.The icing on this cake is that just today Freshdesk has posted a blog entry / tweet encouraging users to use their forums to communicate with their customers.  Very ironic: http://blog.freshdesk.com/why-most-forums-fail-before-the-community-can-support-itself Let me know if I’m alone in this frustration? Thanks!-Bill

2
13 years ago
Contributor
mgeschiereContributor

Add customers / users to a feature requestClosed

Me as a support agent would like to add a customer / user to a specific feature request as a vote!In that way we can handel the priority for different requests.

0
Contributor
13 years ago
Apprentice
adam_11144Apprentice

Limit view of ticket fields based on Agent RoleClosed

It would be very handy to be able to limit the choices in ticket fields based on the Agent's Role.For example, I don't want limited Agent's to be able to set a ticket to Resolved or Completed. When they do this unauthorized the ticket may be lost either by the auto clean up service or by it simply being closed erroneously and no one notices.

0
Apprentice
13 years ago
Apprentice
calvinApprentice

Allow other Forum users to flag posts as inappropriate and notify admin when flaggedClosed

We want our forums to be as open as possible and want to give our users the ability to monitor each other.  We'd like some sort of "flag inappropriate" feature next  or opposite the "Like" feature on posts and comments.

0
Apprentice
13 years ago
Apprentice
petrovApprentice

Autocomplete of ticket wathers in client interfaceClosed

It will be good if you add autocomplete of watchers emails to "add people" button in client ticket interface. Now to add watcher clients not available to autocomplete any email (from people of them company).

0
Apprentice
13 years ago
Apprentice
richardApprentice

Delete ticket or mark as spam via email commandClosed

Is this possible? If so how? If not, could you please consider it? We get a lot of spam coming through.Thanks.

2
13 years ago
Contributor
luke_10029Contributor

Agent Auto AssignmentClosed

Instead of requiring the agent to assign themselves to a ticket, what if the action of replying to that ticket would auto assign the agent to that ticket. This would save a step and insure that those agents/supervisors that are just reviewing or posting notes on the ticket don't inadvertently take ownership of the ticket.

3
13 years ago
Apprentice
pattyApprentice

ability to edit the Feedback Widget contentClosed

it would be great if we could have the ability to edit the feedback widget content.For us, it doesn't matter what the Product is, which displays by default, for example - but the type of request would be more helpful to have a client be able to select, or another ticket field.Also would be nice to change the field descriptions or add a short bit of content in the popup version - requester, while implying email, is confusing to some of our people.Thanks for a great product!

1
13 years ago
Apprentice
corey.m.ellisApprentice

Ability to set starting number on ticket IDClosed

I am looking to have ability to start initial number on ticket id if possible

4
13 years ago
Contributor
nikkiContributor

Moving solutions to different foldersClosed

It would be nice to be able to move solutions to a different folder if they were filed in an incorrect folder.  I had created a main category that I ended up being able to condense and I had to resubmit all of the solutions that were within the category I was deleting.

5
13 years ago
Apprentice
linus.corinApprentice

Option to close tickets without sending emailClosed

Frequently, when closing a ticket, the ticket is then immediately re-opened when the customer replies to say "thank you". It would be good if there was an option to close tickets without sending an email to the customer.

5
13 years ago
Apprentice
blazejApprentice

Option for Agent specific default email account for forwardingClosed

Scenario:Agent needs to forward mail to other departments for further discussion. However if he uses the support email as "From" account replies to the agent will create a new ticket for the coworker/deparment (undesired).Workaround:Create personal email account for employee/agent - but do not make use of the forwarding option.This way the agent can set his personal email as "From" on the forwarding and will receive the answer from the department on his personal email account.However it is error-prone to change the "From" field for each time he forwards to his own account.Suggested improvement:In Agent Profile let the "Default Account" for forwarding be set.This way everything goes through the support email while forwarding uses the agents private account by default.

1
13 years ago
Apprentice
giles.westwoodApprentice

Saved ticket filtersClosed

If you have lots of custom fields then it's possible to create some complex ticket filters so it would be nice to be able to save them, like the reports.

2
13 years ago
Apprentice
fhatfieldApprentice

Observer - Total TimeClosed

I'd love to have the ability to use the total time (billable/nonbillable/or both) as a condition for Observer.  We have a custom field for "Max Billable Time" to indicate what we've quoted a client, and I'd like to be able to create a notification when we've gone over what we've quoted or are getting close.  Based on the current conditions, I'm not seeing a way to do this.

0
Apprentice
13 years ago
Contributor
debbieContributor

Disable Group Notifications per AgentClosed

I would like to submit a feature request that we can choose to "Disable Group Notifications" per agent (agent only receives notifications of assigned tickets and notes where they were chosen to be notified).

0
Contributor
13 years ago
Contributor
thomasContributor

Ability for FreshBooks Contractors to Log Time Via Freshdesk Ticket TimerClosed

Hey there!I'm requesting the capability for FreshBooks Contractors to appear in the integration dropdown. This would allow my contractors, who are servicing my clients through Freshdesk, to log their time in one place.What do you think about them apples?

2
Contributor
13 years ago
Contributor
stefan_10564Contributor

Adding a note and directly assign to a agentClosed

 When adding a note, you want to assign that ticket to someone else in the same step. Now someone of our technical team adds a note, page refreshes, and then you have to assign separate from that. Can the possibility to assign be connected to the add note feature?

3
Contributor
13 years ago
Contributor
frederic.latourContributor

Reply to a ticket using an email command or Is there really a use case for Public Notes?Closed

As an agent, I receive by email a notification that there is a new ticket or that the client has answered an existing ticket.Now if I want to provide an answer/solution, I got two possible approaches:I go online (on freshdesk web site) and answer the ticket by clicking **reply**.I can also reply to the notification email I just received (through my email software).In the later case, it will just add a "Public Note" whereas in the first case, my answer will appear as an outbound email. The notification workflow is quite different as well. However, as an agent, what I would really like is that my email (sent from outlook or whatever) is being sent directly to the customer and not added as a public note.I don't really get the point of having a "public note" concept. I mean in which way is the "Public Note" different from the "Outbound email" (reply to the customer from the web interface). Does it hold any specific value? Isn't the customer supposed to read it? I can understand the need for  Private Notes but not really for public notes though I'm ready to read some use case and change my mind.That said, now that this "Public Note" concept is available it won't be possible to remove it.However, I think there is an easy way to improve things for those who just want to have one type of answer (whatever the origin of the answer - email or web interface) by using an email command:As an agent, when replying to a notification, I can use an email command that tells freshdesk to consider this email as a reply to the customer as if I had used the web interface.A global setting could also be made available so that reply to notifications from an agent will convert into a reply to the customer by default rather than a public note.By implementing this feature, no breaking changes would be introduced.

1
13 years ago
Apprentice
sales_10751Apprentice

ReportsClosed

 I agree with many who posted on this site that reporting needs some attention. Exporting info is acceptable sometimes, but having the reports in Freshdesk would be much better.1.Reports should have hyperlinks.  Ie.  If I run a report on all tickets for certain criteria,  I could click on the ticket and it would open on another screen.2. Ticket reports can't be filtered by status. If I want to see all the pending or custom status, It would be beneficial to be able to do that.Please work add aditional filters on reports - especially ticket report. 

1
13 years ago
Apprentice
dcarneyApprentice

Remove Requirement for Customer E-mail AddressClosed

I would like to recommend the following:When I create a new customer, remove the requirement for a customer e-mail. We do phone support and thus sometimes don't require e-mail verification with the customer for support. Otherwise, is there a way to bypass the e-mail requirement for a new customer?Thanks!

1
13 years ago
Apprentice
khamitsevichApprentice

Is there hope that thre will be possibility to set a frequence of sending notifications?Closed

I have setted a rule in the "Supervisor" that if status is "somestatus" and hours after an agent response greather then 120, a massage will be sent to...But how can I set how friquently the messege will be sending? 

1
13 years ago
Apprentice
balrajApprentice

Freshdesk and Free Agent integration for invoice generationClosed

Freshdesk have integration for Freshbooks for invoice generation, for all the Free Agent users, can we please like this topic to add this feature to Freshdesk development road map. 

1
13 years ago
Contributor
radoslaw.nawrockiContributor

Single sign on - not very convienient for clientsClosed

In order to use single sign on, our client has to activate freshdesk account and choose password. But earlier when he registered on apaczka.pl we already asked him to verify e-mail address and choose password. So we are asking him to do the same job twice, which is very confusing.Since we are sure that the e-mail address is valid, we dont need to verify it twice. We would like to use single sign on without verification.  

5
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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