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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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8950 Ideas

Back to top of the list
Apprentice
manoj.ranaweeraApprentice

Enriching customer support with documents from edocr.comClosed

HiHave you thought of having the capability to enrich your customer support forums and queries by dragging and dropping documents, which are easy to find, and always up to date without having to worry where the latest user manual, data sheet, etc is?This can be easily achieved via an integration between edocr.com and freshdesk.com. Do you think this would be a valuable service to you?

0
Apprentice
14 years ago
Contributor
tineke.corinContributor

Performance issues in the reply/add note editorClosed

I have noticed recently that when we have a ticket raised with a long initial email (this often happens when a customer forwards a chain of emails to us) the WYSIWYG editor for sending replies or adding notes performs very poorly.  This is particularly a problem in cases where the emails contain image attachments (one particular customer of ours uses many image attachments in their email footers - 5 images in each email, 2 of which are animated gifs)It would be great to see the performance of that text area improved, but a couple of other things could also help:1. Show only the first say 50 lines of the original email, and have a "More ..." link to load the rest if it is longer.  This would also make it easier to find the "Reply" button when dealing with long emails.2. Have an option of not loading attached images unless requested.

1
14 years ago
Contributor
vika3dContributor

User should automatically like the idea that he createsClosed

When User creates an idea, it is expected that he likes it, but the topic have not his voice and shows zero votes. When User enter his topic he can click Vote button and this topic will have 1 vote. The problem is that some users are vote for their own topics but some not, so some topics have one more additional vote. To make all topics equal from the begining you should either don't let users that creates the topic to vote for it, or make 1 vote instead of 0 by default.

0
Contributor
14 years ago
Contributor
tineke.corinContributor

"Flag as spam" button on the ticket pageClosed

It would be useful to have the "Flag spam" button available when viewing a ticket, not just on the list of tickets.  There have been some (admittedly rare!) occasions where we actually need to check the content of the email before deciding that it really is spam.  In those cases it's kindof tedious to have to go back to the list in order to flag it.

1
14 years ago
Contributor
cleeContributor

Integration with Tickspot for time trackingClosed

We use Tickspot ( http://www.tickspot.com/ ) to track time spent on production jobs/projects as well as time spent on customer support. It would be great if fresh desk could automatically enter time into a corresponding Tickspot category/task to match time entered in a ticket.

0
Contributor
14 years ago
Contributor
rinchContributor

Submit a ticket requestor field needs better labelClosed

The requestor field on the submit a ticket form requires a label that informs the user that an email address is required. I assumed a name was required so entered that and then had to go back and enter an email address after being informed that an email address was required when I tabbed out of the field. Why not let the user know up front that an email address is required rather than after the fact?

4
14 years ago
Apprentice
jnicholsApprentice

Login with Facebook AccountClosed

We're using Freshdesk to support our Facebook game, so it would be really nice to allow our users, who we know are already on Facebook, to be able to login to FreshDesk using their Facebook account.

5
Apprentice
14 years ago
Apprentice
richardApprentice

Different Solution Display FormatsClosed

It would be great to be able to optionally display articles within a folder all on one page. This works better than current solution for FAQs where each article is potentially only a paragraph.  You have to go "in and out" of all questions to read them all which is very inconvenient.

0
Apprentice
14 years ago
Contributor
kevinContributor

auto add domain to new customer contactClosed

If adding a new email address to a contact attached to a company it is a pain to have to type the full address each time, if we could type in say robert@ and then an autofill of the registered domain name would be a huge time saver (as well as improving repetition accuracy)

0
Contributor
14 years ago
Apprentice
contactApprentice

Intergate with BookeoClosed

It would be great to be able to share customer data with the bookeo (bookeo.com)

1
14 years ago
Contributor
luke_10029Contributor

Integration with Full Contact to provide deeper customer data to agentsClosed

http://www.fullcontact.com/howitworks/

0
Contributor
14 years ago
Apprentice
bossryanApprentice

Automate tickets - close/pendingClosed

Maybe I am not understanding something but I am looking to set automation tasks.  Here is the scenario:I want to take a ticket that has been set to pending and after 3 days send the user a message and set the ticket to closed.  This way we are not constantly watching the tickets.  It would also be nice if we could do other automation tasks such as if a ticket is overdue, send the user a message after 4 hours of being overdue and tell them we are busy and working hard to get to their ticket.If anyone knows the solution please let me know.ThanksRyan

1
14 years ago
Apprentice
apatelApprentice

Matching the structure of Forums and SolutionsClosed

We believe that the Forum structure is optimal for control over visibility, organization, and usability.  It would be nice if Solutions followed the same structure.  However, visibility should be controlled at each level, otherwise you can have empty areas. ForumsCategoryThis is separated by a header but the visibility cannot be controlled.  Unfortunately, if you have many forums within a Category only visible to Agents, end-users would see the header but nothing in it.  It would be nice to be able to control visibility at the Category level too. ForumThese are typed and allow for visibility control.  This is perfect. TopicThese are topics within a Forum, but they cannot be controlled for visibility.  This is not such a big deal because you can store private Topics in a private Forum and move it when appropriate. SolutionsCategoryThese have very little to offer except the grouping of Folders.  It would be nice to have visibility control here.  Also, I believe these should also be treated like Categories in Forums, broken out by separate headers.  This is how Zendesk allows you to group things. FolderFolders allow for the grouping of many solutions and there is visibility control.  This is great.  However, I believe that these "folders" could be more like a Forum with a logo, even one that could be uploaded, or be selected from a list of premade ones.  Icons help make the UI a bit comforting and users can choose to not have one at all.  It already has a count, which is great. SolutionSolutions are hidden deep within the UI and require users to actually navigate to folders first.  It would be great if they were listed just like Topics in a forum, with the ability to Lock and Stick.  This allows popular solutions to be quickly visible, instead of being hidden inside a Folder. SUMMARYForums have a great structure: Category, Forum, Topic, but I believe that Solutions can get a similar look and structure as well.  Visibility control would be great at the first two levels. This is an awesome product!  Zendesk, watch out!

1
14 years ago
Apprentice
andreasa82Apprentice

Assign a ticket to a group/apartment from the overview.Closed

Would be easier to sort out ticket if you would have a button in the overwiew to easily assign them to different groups. On the same way as you now easy can assign ticket to agents. 

1
14 years ago
Apprentice
daveApprentice

No email on new "closed" ticketClosed

Sometimes, a caller may have an issue or request that can be handled all in one phone call. To document the call, we would create a ticket, but set the status to closed. However, the user still receives a "Ticket Created" email when the ticket is created, no matter what the status of the ticket is. It would be great if users were only sent a "Ticket Created" email if the status is set to "Open" or "Pending" when creating a ticket, but not if it is set to "Closed"

2
14 years ago
Apprentice
andy.berryApprentice

more customisation of widgetClosed

is there any way to customise the text on the widget?for example I want to change 'Requester' to 'Your Email', or something similar.

1
Apprentice
14 years ago
Apprentice
infoApprentice

Spell CheckerClosed

Please can we have a spell checker.Thanks Suzanne

3
14 years ago
Apprentice
infoApprentice

Email HistoryClosed

Is it possible to include the ticket/email history when you reply? If you copy in someone external to the Helpdesk, they cannot see the original query. If I copy and paste the text from the original query into the ticket response with my reply, it adds extra line spaces and is not very satisfactory. Thank you. Suzanne

1
14 years ago
Contributor
marioContributor

Change Log AlertsClosed

Practical case:I've subscribed this topic http://support.freshdesk.com/categories/2/forums/5/topics/296, which is where Girish posts the change log for the versions. But since he modifies the post instead of creating new post, I didn't receive anything on my email alerting for this. Don't know if this IS a real technical problem or if the alert should bother everyone suscribed when someone makes a change (I don't think so), but regarding Freshdesk's way of telling their customers when there's a new release and what's included in it, it's not the best way IMHO. So, my report isn't about the technical part but how you are using it to pass information to us, customers :)

1
15 years ago
Contributor
rinchContributor

New Freshdesk ForumClosed

How about adding a forum in your own forum collection where we can ask questions related to how things work in Freshdesk? Currently there is no appropriate forum in which to ask questions. Maybe call it Questions and Answers or something like that.   Best Regards

2
Contributor
15 years ago
Apprentice
stefanApprentice

Link back to home site on rebranded helpdeskClosed

To eliminate confusion for customer I would like the logo to link back to the home site where the customer came from (e.g. logo on http://support.revobackup.com to point back to http://www.revobackup.com)

4
15 years ago
Apprentice
sophia.darpineApprentice

CC and BCC optionsClosed

It would be great to have the option to CC and/or BCC someone else when responding to a ticket. Thanks! ~Sophia Darpine

1
15 years ago
Apprentice
lukeApprentice

Add ability to like an idea from the feature list viewClosed

Instead of requiring someone to drill down on the request to "like it".

0
Apprentice
15 years ago
Contributor
chrisContributor

Name and Email From Name SeparateClosed

So my logo is just fancy text, so I don’t need my text logo followed by the text I put in the name field in the branding part of Admin. However if I remove that I see that the emails sent out are without a From name.

3
15 years ago
Contributor
bryanContributor

Reorderable dropdown choicesClosed

When customizing ticket fields, I think it would be beneficial to be able to reorder dropdown choices. This would save time by not having to manually edit each entry.

2
15 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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