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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
critchieApprentice

Ticket notices should not be to all agentsClosed

When you receive a new ticket notification, all of the agents on the product are on the To: field of the email.  I think this is a problem, and here's why.When an agent hits reply, the email is sent back to the alias on the Freshdesk queue, which results in Freshdesk sending out an update on the ticket, again, to all agents.  This is normal and expected behavior.If the agents chooses reply to all, the email will go to 1) Freshdesk (just as above) but also 2) a second copy would go all the people who were originally notified -- ergo, a duplicate email situation (that second copy is "just an email", i.e. it's outside the Freshdesk system).In contrast, the way RequestTracker works, is that it sends one email to each recipient -- thereby eliminating the reply vs. reply to all situation; replies can only go back to the ticketing system, which, in turn, then notifies everyone else.Clearly the best practice here is to always use reply, and never reply to all, however I think this should be enforced the way RT does it.

0
Apprentice
13 years ago
Contributor
norbert.bedeContributor

add linkedin field to contactClosed

please add linkedin field to contact. then show it at Requestor Info panel.

0
Contributor
13 years ago
Apprentice
atimodaApprentice

New tickets list interfaceClosed

Hi,First of all, sorry for my bad english.I think that the Tickets page should get some modifications on its interface, because:1 - the current way to manage custom views is a little poor implemented. You cannot rename or reorder the Custom Tickets Views easily...2 - i thinks the custom views are the most importante feature on this page, because its what the agent use the most. So it should not be displayed hidden in a dropdown list, but instead, should be always visible to switch easily between them with one click.3 - the current Filter options are great, but I think there is no need to show it all the time. I think they should be under the hood, leaving a very much important space that could be used in a better way, like displaying more columns in the the tickets table, so its easier to find the information. The Filter Options could be hidden under an "Advanced search" expand link.4 - if you have one column for each information, you can sort it by clicking on the Column label, which is much more usable for fast sorting needs.I think that the interface could get very flexible with columns.I did some sketches to give the ideas:* When you click in a column, it sorts the table.---------------------------When you click "Edit Views", it would show the configuration of the current view, and buttons to reorder and delete custom views.To edit other view, you could simple click in the name. to rename, double click it.---------------------------Another idea: for fast browsing, you could change the settings "on the fly" for each column. When you hover the column title, it show an "Edit" button. click that and it opens a little popup:Thats it.I really hope that some of these features comes to life, or inspire you for better ones. Would be great for my team's workflow...Congratulations for the great work you are doing with freshdesk.Thanks,Atimoda

4
13 years ago
Contributor
selleckjContributor

More details on Feature Request Forum Topics for Status and HistoryClosed

HiAll our employees using Freshdesk have access to the Forum to comment on it.One of our users has marked some Forum Feature requests as Planned, which they are not.I cannot see who marked it as Planned, when it was marked as Planned and no way to unmark it as Planned.Can you make it possible to do these things so we can properly manage the forum queue.Thanks

2
Contributor
13 years ago
Apprentice
francoisApprentice

Default Account setup / templateClosed

Now that I am busy setting up my brand new, first time Fresdesk account and configuring everything:I want to suggest that you automatically include some relevant "How To" articles in the FAQ section of the default template site when your new users like me sign up for their Fresdesk accounts.It would save a LOT of time for us if your site template already included some minimal and standard questions our members may be asking when they join our forum and support desk. Examples are:- how to submit and follow up a ticket- how to start a discussion- how to update your profile and so onThese are basic things I want my new members to know / be able to learn from the site without having to figure it our or ask me / my team.ThanksFrancois Swanepoel

1
annapoorna.venketaraman
13 years ago
Contributor
jsohnContributor

After message is sent in new ticket view, please refresh view to top of screenClosed

I love the new Send and... feature along with the new ticket view. But there's one usability issue that's driving me a little nuts. I'm at the bottom of the screen, I just typed a new reply to a customer and clicked Send and Set to Waiting for Customer. The message is sent and I'm left at the bottom of the screen which at that point is a pretty useless place to be. To go back to the Dashboard so I can get the next ticket I have to scroll back up to the top.I would love if after I Send and... a ticket reply, I'm automatically taken to the top of the screen where i can either click a new tab or update other things on the ticket.

3
annapoorna.venketaraman
13 years ago
Apprentice
matthieuhApprentice

Enable us to set up "number" fields as filter in order to track and find our tickets more easilyClosed

 Hi there, Everything is in the topic title. I'd like to use my fields as filters. Unfortunately, only a "dropdown" field and a "dependent" field can be set up as a ticket filter. I work with an admin back-end which is consisted of several ID numbers. I do wish you could develop this feature to the extent that Freshdesk's mission is to help us (your clients) to rise the productivity. Thanks in advance Freshdesk!

0
Apprentice
13 years ago
Contributor
villeContributor

Ability to schedule scenariosClosed

Scenario automation is already a powerful tool in Freshdesk. How about ability to schedule certain scenarios, for example we could set a ticket to Pending status for some amount of time (until a desired time passes) and then Freshdesk would automatically execute the selected scenario on the ticket - in our case, change the status of the ticket back to Open (or whatever is programmed to the scenario).We may need to consider also the situation when the customer replies to the ticket or something else happens that should reset or cancel the schedule. In our case any activity on the ticket could cancel the schedule.

0
Contributor
13 years ago
Apprentice
pregoApprentice

Ability to add articles to Knowledge Base directly from FreshdeskClosed

Although the solution articles state that you can just reply to a ticket and Bcc the kbase email address to insert an article into solutions as a draft, this feature does not work.  It seems you can only insert a draft solution by email using your email program (outlook etc).  Having the ability to just Bcc the kbase email address would be much better.Hope this can be fixed soon.

4
Contributor
13 years ago
Contributor
dferberContributor

Please add some sort of confirmation when user closes a ticketClosed

This is getting to be a real problem with people entering a ticket then seeing the "close the ticket" option and thinking it just closes the page. Please change this to either say "Cancel this Ticket" or make some sort of confirmation dialog so they understand the effect of the button.

3
13 years ago
Apprentice
jsteenApprentice

Default Permissions for Solution CategoriesClosed

Would it be possible to have the Default permission of "All Users" changed to "Agents" for new Solution Categories, or give us the option to decide on that what the default selection should be?  We have had an issue with Agents not noticing the permission when creating entries and exposing data as a result.  It seems VERY insecure to default to "All Users", and generally defaulting to a more secure option makes more sense. 

1
annapoorna.venketaraman
13 years ago
Contributor
peterminneContributor

Allow for CSS changesClosed

To integrate the support desk app properly into an existing web site/app, it would be great if you would be allowed to overwrite the default CSS styling with your own.

14
annapoorna.venketaraman
13 years ago
Contributor
luke_10029Contributor

Ability for agents to submit feature requests anonymously or on behalf of a userClosed

It would really be nice to be able to create a feature request anonymously or on behalf of our users.  Without freshdesk attributing that feature request to us.

3
annapoorna.venketaraman
13 years ago
Contributor
jacobContributor

Have the ability to hide the knowledge base (solutions)Closed

Right now, the only way to hide the knowledge base is to require people to login. This only partically hides it. I would like to be able to fully hide it when there are no articles in it so it doesn't look weird when a person clicks on it and sees nothing.

1
annapoorna.venketaraman
13 years ago
Apprentice
tangodevlaApprentice

Make the todo list syncable with external softwareClosed

It would be great if the todo list would not be completely isolated. A simple Google Tasks sync (they are basically at the same level of simpleness) would do it if it is possible to choose the Google Tasks lists (and a deadline addition would also be cool if you are at it).

3
annapoorna.venketaraman
13 years ago
Apprentice
andrewApprentice

Fix iPhone5 Letterboxing?Closed

When bookmarking Freshdesk as a webapp on my iPhone5, it letterboxes into a small viewport.  This can be fixed extremely easily.http://stackoverflow.com/questions/12656200/how-can-i-make-my-web-app-iphone-5-compatible

1
13 years ago
Apprentice
coteroApprentice

CSS level control of the site designClosed

So we can integrate the look of Freshdesk in with our website design and make it easier for our users.

3
13 years ago
Contributor
marta.wesselhoffContributor

Ticket Merging: Optional description contentClosed

I understand why the description content was removed from the new bulk ticket merging tool (showing the description of multiple tickets would get confusing),but it would be great if there were at least an option to add the description per ticket.  We get a lot of customers sending in multiple emails with relating subjects and use the ticket merging tool quite frequently, and it was super great for our developers and support staff to have all of the information that they needed on one page.  When the ticket merging removed the option to add description content, it really cut down our efficiency.  We are currently working around it by copying/pasting the body of the original tickets into a note, but that is a lot of extra work.  Having an option to populate the note with the merged tickets' description content would be really great, even if it meant creating multiple notes, just to have all the necessary information in one place.

2
13 years ago
Apprentice
shannonApprentice

Wrap Text around ImagesClosed

I'd like the ability to wrap text around an image when creating solution. As it stands it is hard to create really dynamic solution articles with images in them. More control over the images would be nice.  

0
Apprentice
13 years ago
Apprentice
sam.davisApprentice

Add Planbox as a direct support Integration.Closed

We have selected Planbox for our project management solution. It would be great if you could support the integration to Planbox like you do for Jira. Jira seems so overly complicated and really isn't as close a fit as Planbox in my opinion :)

0
Apprentice
13 years ago
Contributor
alessio.fattoriniContributor

Mobile skin on desktopClosed

I think that mobile skin is beautiful: * automatic reduction to a few lines for each reply* each reply is coloured differently* conversation in comic modeWhy don't porting this skin on desktop? Very very useful!What do you think about?

1
Contributor
13 years ago
Contributor
alessio.fattoriniContributor

Hide signatureClosed

Hi, can i ask you to hide signature in the email message? I know that there are a lot of way to compose a signature, and is not simple but i think that 80% of signature started with one or more hyphen-minus or minus.Like this—-----Don't you think? 

0
Contributor
13 years ago
Apprentice
mahabahu.beheraApprentice

Integration with Get responseClosed

Hi,Can you integrate email marketing software getresponse with freshdesk.

0
Apprentice
13 years ago
Apprentice
malene.joergensenApprentice

cannot write @ in a ticket with out copying from notepadClosed

At a Danish keyboard for now, it is not possible to write @ with the key combination "AltGr" + "2". When you use the combination the text you have already written only gets bigger. 

0
Apprentice
13 years ago
Contributor
rkramerContributor

Icons (Wingdings)Closed

I would love to be able to insert Icons that mean something. I actually insert a Check mark next to the things I do Like this:✔ Task 1Task 2✔ Task 3I insert ✔ next to things. I would love to be able to have a bunch of Icons/Wingdings that we could use. I have gotten around this by adding it as a "Canned Response" and then just insert the Canned Response where I want the Check Mark. Big problem with Canned Reponses, they are not available when creating tickets. I would like to see the editors consistent when Emailing, Adding Notes, Adding Knowledge Base, Forms and tickets.Maybe this could be used kind of like the "Placeholders" menu issues.

0
Contributor
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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