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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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8951 Ideas

Back to top of the list
Active Contributor
astr0b0yActive Contributor

Blur images sent in chatClosed

Our agents often receive disturbing or graphic images from difficult clients.It would be very helpful for images sent in chat to be rendered with an overlay that obscures the image and has an action button that gives the agent the option to reveal the original image.

0
Active Contributor
2 years ago
Ravia Xu
Apprentice
Ravia XuApprentice

Feature Request: Freshchat reply to specific message indicatorClosed

Hi team,As Freshchat is able to integrate with several media social platforms, we noticed a critical missing point. Let’s say our customers reach out to agent through IG/ FB messenger/ WhatsApp, etc. These platform provides the feature “reply to specific message”, PFB SS.Instagram’s POV Customer replies to agent by referring to agent’s specific message. Freshchat’s POV Agent couldn’t identify which message that the customer is referring to, causing extra effort to double confirm.  Please consider and keep us updated.Thanks.

1
Active Contributor
2 years ago
Apprentice
C_M_new_to_FreshApprentice

Email tracking in dealsUnder Review

Hello everyone,This may already be in the pipeline, but I have had a quick look and cannot seen anything obvious that matches my challenge.The stumbling block I am finding at the moment is when I attach a contact to a new deal, all of their previous communications are pulled into the "Recent conversations" section of the Deal details.I think it would be good if all the contacts communications stay under their contact, as is currently the case, but only communications related to the deal, are reflected in the deal.As an example I could be in conversation with a supplier to the business on multiple different deals, but every time I get an email, I need to either attach it to each separate deal from the team inbox, or I need to have all comms in all deals. This is a manual step that a sales team could do without.I am not sure how this could be done, but in my head, I would see all emails belonging to the contact, sitting within (under) the contacts details, but when a new deal is created, each email sent from within the deal page to the contact is tagged with a "cookie" type of thing, that links it to that deal, and only that deal, and therefore the tracking of those emails are only tracked back (and visible) to that particular deal ID. I am assuming each deal in the CRM has a unique identification number, so if I have a conversation with 5 or more contacts, if each email is tagged with the deal, it wouldn’t matter who you send the email to, when they reply, the reply is automatically directed to the deal (so it is easy to find and work on the deal itself), as well as showing up under the contact’s page, where you will be able to see ALL comms on all deals.Although, if you go to the contact's individual page, you can see ALL comms.Not sure if that makes sense, but if it could be implemented, the benefit to the teams of easily working within deals, would provide a huge time benefit and increase productivity across many a business. As well as being an incredibly easy sell to the sales teams involved, highlighting the focused tracking of comms for each deal.Regards,Clint

4
alyssia.correa
2 years ago
Ravia Xu
Apprentice
Ravia XuApprentice

Feature Request: Freshdesk Native Integration with TikTok CommentsClosed

With regards to the drastic increase of TikTok users upon the COVID era, we are anticipating a native integration for TikTok comments so the inquiries circulating on our TikTok account can be monitored on our all-in-one platform, Freshdesk.

2
2 years ago
Contributor
FabriceVContributor

Workspace Options for AnalyticsClosed

Hi FS Community.I am currently enjoying the ability to clean up the agent experience using Business Teams workspaces.  Non-Tech agent groups are now able to see only relevant ticket queues in their ticket lists and only relevant search filters which is great!  Thanks Freshworks!I’m surprised that this has not been extended to analytics reports because I think the use-case is just as strong.  For example, why do Facilities need to see Tech reports in their analytics list?  Why do Finance need to see Compliance reports?  Of course, when someone clicks on a report that doesn’t belong to their department, the contents are blank, but this is all the more reason to declutter the space by removing these from visibility.  I think analytics is ripe to get the workspace treatment!Please upvote if you agree.Kind regard,Fabrice Voyer 

1
Amrit Mishra
2 years ago
mitchellw23
Apprentice
mitchellw23Apprentice

AnalyticsClosed

For the reports it we would like to see how many tickets were created after business hours.  So a filter by created time.  For example I can create a widget to show me tickets opened on Saturday or Sunday, but I also want to look at tickets created after 5PM - 8AM.  It would be kind of neat to see a time of day report.  To see when tickets are created.  Looking to see are most tickets create right at 8AM or noon or a specific time to staff appropriately.  

1
Amrit Mishra
2 years ago
Skilled Expert
RobinHenSkilled Expert

Underlyig Data in analytics for time periods filtersClosed

 Hello, Would it be possible to make the option ‘underlying data’ available for charts grouped by a time periode. Example option not available:Example 2, option available:   

4
Amrit Mishra
2 years ago
khassan
Apprentice
khassanApprentice

Restricting the re-open of a closed ticket.Closed

I have a suggestion that there should be a feature for disabling the option for reopening of a closed ticket.feature should allow admins only or some agents having specific role to re-open a closed ticket, not all agents should be able to do that. 

0
khassan
Apprentice
2 years ago
Apprentice
tkiApprentice

descriptions for the ticket fieldsClosed

is it possible to add a link or description on the new ticket form for every field that it can guide the user when he is filling out the new ticket form?

2
Kaley White
2 years ago
Contributor
scottsContributor

"File Attachment" ticket field for canned formsClosed

I’d like to use a canned form to help kick off a workflow that requires a user to attach a file. Since these are the only fields available in the canned form: It doesn’t seem like I can currently do that. Can we get a file attachment field type to allow for this? Thanks!

2
Kaley White
2 years ago
Top Contributor ⭐
zachscottTop Contributor ⭐

Retain Last Login UserClosed

As it stands right now, the Last Login By is removed if the asset is audited and no one is logged in. It is changed to “none”. I understand this is populated by WMI but there are other programs that retain this information through multiple audits. This is what I would like to see happen with Freshservice Assets Thanks!Zach

0
Top Contributor ⭐
2 years ago
Elizabeth Orton
Apprentice
Elizabeth OrtonApprentice

enable 'Suggested Solutions' > 'Insert Link' into Canned responsesClosed

Add ability to link a solution in canned responses, which would dynamically updates the text that links the solution to the solution name.  

0
Elizabeth Orton
Apprentice
2 years ago
Apprentice
Rafael VazquezApprentice

Please add the average response time metric in AnalyticsClosed

It would be great to have the average response time in the analytics as we have it in the current reports.  We have been looking to this metric and based our targets around this and we would really want to continue being able to check this number.  BR, Rafael

1
Amrit Mishra
2 years ago
Apprentice
robbiekiblerApprentice

Upcoming Maintenance RemindersClosed

It would be super helpful if there was the ability to send out email reminders X hours before a maintenance window was to begin, reminding agents/requesters/CAB members, etc. 

1
thx1138
2 years ago
Apprentice
Frank_BApprentice

Need More Options for Restricted UserClosed

Need options to restricted allow agents see and have access to cases that contain a specific client.regardless if they have been assigned or not Allow restricted User Xto see all cases entered by user with email containing “@customername.com”or a ticket containing “customername”Example 

0
Apprentice
2 years ago
Nenni
Apprentice
NenniApprentice

Including All information in Print PreviewClosed

 I think it would be awesome if you could get all the information of the Ticket when you use the print option at the top of the page. Including the information from the Activates Tab with timestamps    

0
Nenni
Apprentice
2 years ago
Apprentice
GCTApprentice

Ticket reporting to include filter by 'description'Closed

Ticket reporting to include filter by 'description'   A usecase of ours is to report on outbound emails by an agents using a ticket template, the closest I have is pictured above and would have stronger accuracy if filtered by description as well 

0
Apprentice
2 years ago
Apprentice
GCTApprentice

Automations to effect outbound emailClosed

 Ticket creation/time trigger/update rules to work on outbound source tickets e.g. auto-tag an outbound email ticket. This is especially relevant to emails we do not expect a response to e.g Inform of an order update

0
Apprentice
2 years ago
TerriB
Contributor
TerriBContributor

Return to the folder you are working on when cancelling an edit of a canned responseClosed

When I am editing canned responses, as we index ours into folders, it is frustrating to go in to a canned response to view, and then when you decide no edit is required and press cancel, it should go back to the preselected folder you are in, instead it jumps right back to the overview of folders. All well and good when working on the top folders in view… extremely annoying when you are further down. Can this be changed please. Works as Id expect if I make any change and press Save, instead of cancel. 

0
TerriB
Contributor
2 years ago
Apprentice
ktateApprentice

Contracts allowing more than 1 software applicationUnder Review

Contracts is a great feature. However, there is a problem which FS can fix.For example. I buy an autocad software license. The user can either stay on the version they are using, or upgrade version.In the software management I will see 4 versions of autocad.But I can only assign 1 version to the contract.  Resolution:Allow multiple software to be added to a contract.Calculate the installs of each software (A +B +C = Total)Easy. Your engineers can do this in 1 day.Please put it on the list.

8
alyssia.correa
2 years ago
Shaine Chance
Skilled Expert
Shaine ChanceSkilled Expert

(#Ticket Number) in a reply in other helpdesks create a link to a ticket. In FD it does not.Closed

In other helpdesks you can enter # followed by a ticket number and it will automatically create a link to that ticket. A nice feature saving you from having to paste a URL when you want to reference back to a previous ticket.It would be good if Freshdesk had this capability.Thanks

0
Shaine Chance
Skilled Expert
2 years ago
raymondcanilao
Top Contributor ⭐
raymondcanilaoTop Contributor ⭐

How to identify top issues per categoryClosed

Hello Team,I'm looking to generate an analytics report that highlights the primary concerns within each category. For instance, I'd like to identify the top issues related to printers, desktops, and applications. Currently, I've created a report that provides an overview based on the subject, but due to it being case-sensitive, I'm unable to obtain the actual count. Do you have any suggestions on how to achieve this?   P.s It's been a while since I last posted here. I'm excited to reconnect with all of you. Thank you! 😀

0
raymondcanilao
Top Contributor ⭐
2 years ago
Sphere
Apprentice
SphereApprentice

location option in tasksClosed

Hi, To us it would sound logical to be able to add a location to a task.Are there more people ho would like this?How about upvoting this idea then!Thnx!

0
Sphere
Apprentice
2 years ago
Contributor
DrumhellerContributor

Reporting of unprocessed e-mailsClosed

It would be helpful if we could create an report on whether e-mails were not processed based on the whitelist rule.Currently these e-mails are simply discarded and it is not possible to trace them.

0
Contributor
2 years ago
Apprentice
Kent A.Apprentice

Waiting for customer notificationsClosed

Hello Freshdesk i have stumbled unto an idea for your platform as i need to setup some notifications via tickets in “Waiting for customer” state. which for example if you create a workflow stating that if a ticket is in “waiting for customer” for “X amount of days” then send email to “X Customer” everyday at “X Time”

0
Apprentice
2 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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