Capture feature requests as labelled tickets
Product ideas from your feedback form land in Freshdesk as Feature Request tickets the team can group and revisit.
New submission on your "Share feedback" form
Create a Freshdesk ticket with ticket type "Feature Request", a "feedback" tag, the idea in the subject, and full context in the description for the product team to review
One-directional. A submission triggers the action — nothing is written back into your form.
Ideas from customers usually arrive in the wrong place — a reply buried in a support thread, a message in a shared channel, a note in someone's head after a call. Filing them as Freshdesk tickets gives every idea the same shape: a title, a requester, a date and a status.
This works because Freshdesk is already open on the support side of the business. A ticket typed Feature Request sits outside the response-time queue but stays searchable, so a roadmap conversation can start from a filtered list of what people asked for rather than from memory.
Setting it up
- 1
Publish the "Share feedback" form and keep Feature Title short in the help text — it becomes the ticket subject and has to read well in a list of two hundred.
- 2
In Zapier, use formformform's "New Submission" trigger and select that form.
- 3
In the Freshdesk "Create Ticket" action, set Type to Feature Request and add "feedback" as a tag, both as fixed values.
- 4
Map Feature Title to the ticket subject with no prefix, so the ticket list reads as a list of ideas rather than a list of form names.
- 5
Assemble the description from What problem does this solve?, What would you like to see? and How are you working around it today? — the workaround is often the part that decides priority.
- 6
Map How important is this to you? onto a Freshdesk custom field rather than Priority, so customer enthusiasm does not compete with support targets in the same column.
- 7
Set Group to whichever queue the product team watches and Status to Open, so ideas are not swept up by an inactivity rule written for support tickets.
- 8
Test with one real request, confirm the type and tag on the ticket, then turn the Zap on.
What maps where
Using the Feature Request Form as the starting point. These are its real fields — swap in your own and the mapping works the same way.
| Form field | Freshdesk |
|---|---|
| Feature Title | Ticket subject |
| What problem does this solve? | Description, first section |
| What would you like to see? | Description, second section |
| How important is this to you? | Custom field for requester priority |
| Email Address | Requester email |
| Who else would benefit? | Description, as demand context |
Variations worth knowing
Freshdesk merges tickets, and a merged ticket keeps every requester on the thread. Rather than deduplicating on the way in, let each submission create its own ticket and merge them onto the parent idea once a month. The number merged is your demand signal.
Because merged tickets keep their requesters, one reply on the parent ticket reaches everyone who asked for the feature. That reply happens in Freshdesk; the original response is untouched and stays available in formformform for reference.
If something isn't arriving
Freshdesk ships four default ticket types and Feature Request is one of them, but a customised help desk may have removed it. Add the type back under Admin, Ticket Fields, then refresh the fields in the Zapier action so the option loads.
An automation rule is treating them as stale support tickets. Exclude the "feedback" tag from that rule in Freshdesk's automations, or route these tickets into a group the rule does not cover at all.
Frequently asked questions
Is Freshdesk the right place to keep a roadmap?
It is the right place for intake. Every idea gets a requester, a date and a searchable title without anyone re-typing it. Teams that need scoring or public voting export from there, and the ticket stays as the record of who asked and when.
Can I collect feedback anonymously?
Make the name and email fields optional in the form. Freshdesk still needs a requester on every ticket, so map a fallback address for blank submissions — a shared product inbox works well — and the idea is filed without naming anyone.
Will the person who submitted the idea see the ticket?
Only if they have a Freshdesk customer portal login and the ticket is visible to them. By default they receive whatever requester notification your help desk is configured to send. Nothing about the ticket ever appears on the form itself.
Related automations
- Log order and refund requests as tagged tickets
Refund and order issue forms arrive in Freshdesk tagged "order", with the order number already in the subject line.
- Open high-priority tickets for new customer onboarding
New customer onboarding requests become High priority tickets in the Onboarding group with the company name on a custom field.
- Route bug reports to the engineering group
Bug report submissions become Incident tickets in the Technical Support group with priority already set from the severity field.
- Send demo requests to the sales support queue
Every demo request becomes a Freshdesk ticket in the Sales group that a rep can claim and track to resolution.
- Turn contact form messages into help desk tickets
Every message from your contact form arrives in Freshdesk as a ticket with the requester already attached.
- Capture webinar questions as tagged tickets
Questions from webinar registrations open as tickets tagged with the event, ready for the host to answer from one view.
Build the form first
The automation needs somewhere to fire from. Publish a form, connect it once, and every submission from then on runs this flow.
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