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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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8947 Ideas

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Contributor
miran.madhusoodananContributor

IntegrationsClosed

Need to integrate an external application with Freshping? Have an idea to improve existing integrations? Share them here.

5
Wonderful
5 years ago
Apprentice
tim.nethersApprentice

Parent Ticket Workflow Automation OptionsClosed

We need to be able to close parent tickets when all child tickets are completed, because inversely you can't close the parent ticket until children are done. For us, we use this most frequently with the employee onboarding. But the parent ticket is unused, as the tasks are assigned within the child ticket. The parent ticket is a useless mandatory requirement of the onboarding feature. And it remains open, unassigned and uncategorized, when its children are closed.

1
5 years ago
Apprentice
gbuchnerApprentice

Option to just disable an agentClosed

Last week I had a request to temporarily disable an agent, but there isn't an option to do so. My only option was to change the agent back to a requester. If I would have had to put the requester back to an agent, that would have made for extra work. Turns out I didn't have to, but having an option to disable would be really useful at times.

1
cmcewen
5 years ago
Apprentice
brannonhane38Apprentice

Can not send messageClosed

We are having problem with sending messages can you guide

1
6 years ago
Apprentice
kathy_16078Apprentice

Add a share button to knowledge base articles that copies the link to clipboardClosed

Our users access the knowledge base through an embedded widget.If one user wants to share a solution with another user, they cannot get a link to that article from the embedded widget.We want users to be able to grab and share a link to an article easily. PLEASE add this simple feature. 

1
6 years ago
Apprentice
akshith.yethapuApprentice

Agent performance REPORTClosed

We like to measure the performance of our agents basis how many tickets they handle on a day to day basis. None of the current reports provide these details. We define handled as anything that was assigned (through Auto assignment) and agent either closes, Responds to the customer, Merges the ticket with an old one, adds private note, Creates a child ticket or put it as pending. Any way this can be created in reports?

0
Apprentice
6 years ago
Apprentice
nannyflipApprentice

Async Trello with FreshDeskClosed

Hi everyone! I already ask in https://support.freshdesk.com, but they don't publish a question, so I try to ask here. How can I automate Trello with FreshDesk, when someone change Card from one column to another FreshDesk should change task departament? For example I have some client from this https://1x-rate.com/ which sync with Trello and FreshDesk, and first manager contacted the client and determined which department should send this client to, and just put Trello card from first column to five which mean some type of task in FreshDesk and task will appear in the desired department.

1
6 years ago
Apprentice
manuel.burgenerApprentice

Knowledge Base index tableClosed

I think it would be a cool feature for big documentations to be able to do indexing within a soloution article. I could not manage to do it with the HTML EditorFor example:Table of ContentsIndex 1 href"#1"Index 2 href"#2"Index 3 href"#3"Index 1 id"1"Lorem ipsum dolor sit amet, consectetur adipisiciIndex 2 id"2"Lorem ipsum dolor sit amet, consectetur adipisiciIndex 3 "3"Lorem ipsum dolor sit amet, consectetur adipisici

0
Apprentice
6 years ago
Apprentice
robinhApprentice

Addressing private notes to Agent GroupsClosed

We would like to be able to use agent groups in addressing private notes, so that our agents are made aware of the "behind the scenes" activity on issues which requester have raised.  I was quite surprised to see this function does not exist. Adding agent by agent works, but it time consuming and slows productivity. Please consider and give some priority too.  I am sure many of your customers who wish to share details among their support groups on specific incidents would appreciate this. Thank you.

3
6 years ago
Apprentice
story.jApprentice

Option to include closed Change records on the CalendarClosed

As a support engineer and being on call, it would be great to have the option to include closed Change records on the Calendar. This ability to view all Changes, including those that are closed, could help in identifying the potential cause of an outage.

3
stephan.kunz
6 years ago
Apprentice
nithin.pnApprentice

Trigger error while client try to add ticketsClosed

Trigger error while client try to add ticketsError screenshot attached herewith

2
6 years ago
Apprentice
adam_21188Apprentice

Error after submitting ticketClosed

Hello,We have long term problem when anybody try to create a ticket on our helpdesk ( https://euliviahelp.freshdesk.com/support/tickets ) - after submitting the ticket they get this error message:We are sorry. You have been restricted from accessing this helpdesk page.

1
6 years ago
Apprentice
rafael_21141Apprentice

We are sorry. You have been restricted from accessing this helpdesk pageClosed

My customer got this error when try to submit a new ticket.We are sorry. You have been restricted from accessing this helpdesk page

51
6 years ago
Apprentice
rob.slackApprentice

Response Emails Bouncing BackClosed

Recently a few emails have been bouncing back with the message "Message bounced - Temporary error." mostly i have resolved by sending again, however today all my responses to calls logged have had this error so i am not able to respond to my colleagues.

0
Apprentice
6 years ago
Apprentice
a.grantApprentice

New email tickets are not sending out notificationsClosed

Hi, I have set up freshdesk and the 'New Ticket Created' notification is set. I get email notifications when creating a ticket manually within the software but when I try emailing out support email, the email is converted to a ticket but I do not get a notification. Please can someone help?

0
Apprentice
6 years ago
Contributor
jason_14582Contributor

Ability to Create Reports based on what software is running on ComputersClosed

Can't believe I need to make this as a feature request.   Shouldn't there be a way to generate a simple report based on what software is running on Computer Assets that have the Discovery Agent installed?    For instance if I want to generate a report that shows me all computers that have Java installed and what version of Java they are running, shouldn't that be a simple process? Apparently Freshservice currently does not have this ability?

32
Contributor
6 years ago
Apprentice
khalid.rehanApprentice

Close Tickets in more than a pageClosed

How do I Close Tickets in 130 pages?All are from the same sender.

0
Apprentice
6 years ago
Apprentice
george_21022Apprentice

Reply not sent. Please try again after some time.Closed

Hi there,I have received the above message on a couple of tickets today when replying to Facebook posts. Does anyone know what causes this please?Many thanks,George

1
6 years ago
Apprentice
john_18166Apprentice

Agent Collision Feature in Ticket List viewClosed

Our previous help desk software provider had an excellent feature where once an agent opened a ticket, the ticket would immediately change colors in the ticket list view so other agents knew the ticket was already being worked on.  Our organization grew to be very dependent on this feature. Unfortunately, in freshdesk, it appears that you cannot see if other agents are viewing a ticket until you actually open the ticket. This is causing a lot of trouble for us. Please help if possible!

2
6 years ago
Apprentice
gesturApprentice

Schedule asset discoveryClosed

I want to be able to manage when the discovery agents, or the probe, send the information to the Freshservice cloud service, as I have to manage a precious bandwidth. Has anyone experience in simply start and stop the underlying services or use any other method to do this or in a similar situation? 

0
Apprentice
6 years ago
Apprentice
novaldivalentinoApprentice

export ticketsClosed

how to export tickets to another email

0
Apprentice
6 years ago
Apprentice
hayden.chieng_20256Apprentice

Agent activity reportClosed

Hi there,Could we please have the ability to report on an agent's entire activity for a given date range?At the moment, there is a report that looks at some ticket metrics but what would be more meaningful is a report that looks at ALL of an agent's activity.E.g.Login activity (duration, occurrences)Ticket interactions (any time that the Agent shows up in the Activities log) for ALL object types (e.g. Incidents, Service Requests, Changes, Problems, Assets) - not just number of tickets closedCategorical breakdown of different interaction types (e.g. number of tickets re-assigned)Basically, right now we cannot actually track an Agent's true performance; as an Agent can work on more than just Incident tickets, so we should be able to report on all of this.Kind Regards,Hayden

0
Apprentice
6 years ago
Contributor
laurence.hendyContributor

Out of office for agentsClosed

If an agent goes on holiday and a requester replies to a ticket that is assigned to that agent the requester currently has now way of knowing the agent is away and the desk doesn't know someone is awaiting a reply. It would be good to either have some sort of functionality where an agent can set themselves as away and a rule that does something if someone replies ie maybe unassigns the ticket so that it can be reassigned People maybe have other suggestions for this?

20
6 years ago
Apprentice
jddiemertApprentice

Hide Customer Satisfaction responses from AgentClosed

I would like to be able to hide the customer satisfaction responses from the agents.  I do not want the agents seeing a negative review as it could change their attitude towards that customer.  As the manager I would like to review them with the agent if necessary. 

3
6 years ago
Apprentice
jim_21215Apprentice

Per contact CSAT averageClosed

 Hi,I'm wondering if it's possible to have an average of all customer satisfaction responses for a contact and display that in a ticket? For instance, (customer-1) responds to 3 different satisfaction surveys, I want to be able to take the rating from all three surveys and derive the average and then see that in their account - possibly with a customer field that could also be included in the ticket display.Is this possible?  what features are needed to achieve this? Does it require the api and which account level would be needed? Thanks!

1
6 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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