Skip to main content

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

Filter by idea status

Filter by product

8947 Ideas

Back to top of the list
Apprentice
arpApprentice

Scheduled maintenance is under progressClosed

Scheduled maintenance is under progressWe will be up and running soon, Please check again later.Please help. We're getting this error for seisoporte.freshdesk.com

0
Apprentice
6 years ago
Apprentice
edward.patmoreApprentice

Missing option to send activation emailClosed

I'm experiencing this problem:"My customers are getting the error 'You are not authorized to access portal' - how can I fix this?"https://support.freshdesk.com/support/solutions/articles/225303-my-customers-are-getting-the-error-you-are-not-authorized-to-access-portal-how-can-i-fix-this-But, I do not have a "Send activation email" button against the contact in question.  Here are ALL the buttons I have:Any suggestions as to what might cause this.  I need to get this customer allowed to log new tickets.I am logged on as the "Account Administrator".Many thanks

1
6 years ago
Apprentice
pepeApprentice

Gmail message bouncedClosed

Hi,when I try to answer on a ticket I got the following error:"The following message composed by you on ticket 527 failed to reach the recipient xy@gmail.com. Reason: "Message bounced - Temporary error."Can you help me why?I tested lot of gmail recipient but the error message are same.Thanks

1
6 years ago
Apprentice
nicole.stepnoski_16068Apprentice

Ability to Set Alerts on Specific Email Addresses on ChatClosed

Requesting a feature to be able to set alerts based on specific email addresses to flag the client as a special client and additionally be able to make a note that is only visible to the support operator.  We have a number of clients that come on that are particularly difficult to deal with or they are constantly coming on with the same request and we would like a way to flag these clients and note the important info on them

0
Apprentice
6 years ago
Apprentice
huan.zhouApprentice

Requested to stop subscription and refund ref [#7712179]Closed

Hi there,Rereferring to above request to stop the subscription and refund the amount paid on the first day, we have yet to hear from any point contact since 23 Sep 2020. Please let us know what is the status please. our freshdesk account is "imalscs.freshdesk.com"Appreciate if someone can pick this up please. 

0
Apprentice
6 years ago
Apprentice
arpApprentice

I'm getting: Scheduled maintenance is under progress at https://seisoporte.freshdesk.com/Closed

Hi, we are getting a constant message of this type and cannot log in.We have been using the application for 3 days and are in the process of evaluating it.We would appreciate your assistance in resolving this issue.We look forward to your commentsBest regards

0
Apprentice
6 years ago
Apprentice
brian.van.buurenApprentice

Ability to edit reply'sClosed

Sometimes customers will e-mail one of our agents directly. In this case, to round up the latest developments we forward the e-mail to our service desk e-mail. But in this case the whole mail train gets added to the Ticket.This is not a huge problem, but if we want to keep the ticket clear then we sometimes want to remove part of a reply to a ticket. Is this a functionality that could be added?

2
6 years ago
Contributor
leigh.websterContributor

Slack ServiceBot FeedbackClosed

Firstly, great job on ServiceBot. I think it's quite good and has potential to become even better. I didn't come across a post on the forum for ServiceBot yet so I'm just creating one here. Feel free to move/merge/etc if required.One suggestion I have is the ability to setup the Bot to post updates into a specific channel that only relate to a certain type of service request. As an example, I would like all our commercial approval tickets to go into a dedicated channel.Would be good to say if the service request is of type X, Y, Z...then post here. Otherwise you could do it based on the ticket category.A bug I've seen is that on the home section when viewing the Bot in Slack, it's showing a whole bunch of tickets that aren't relevant to me. As an Admin, I can see all tickets so I suspect this is causing issues with it. It would be good if I could select the Saved Search here in Slack so I can pick the types of tickets I can see in the Bot home.

7
Contributor
6 years ago
Contributor
george.olaruContributor

WYSIWYG HTML editor updateClosed

Hi guys,I have many troubles with formatting text using the WYSIWYG html editor when I'm writing articles for the knowledge base.For example there is no spacing for paragraphs, headings and a lot of inline css and too many divs that mess a lot with the frontend.I noticed that you're using Redactor editor (http://imperavi.com/redactor/) which seems to work pretty well on their demo - very clean markup, cleaner interface etc.I think you can easily boost the user experience and performance by just updating this plugin.Let me know what do you think.Cheers,George

68
6 years ago
Apprentice
support_20850Apprentice

'Add Summary' not workingClosed

Hi - we use this 'add summary' field to keep a record of customer details, order details, tracking info and any other info relevant to the ticket to help us keep everything at the top of the ticket, but over the last few days it is not working and we keep getting an error message relating to '....message not sent'.  I'm not trying to send a message!  See attached screenshot.Please help

0
Apprentice
6 years ago
Apprentice
asadshiekh9Apprentice

My Live Chat interface is just loadingClosed

when i click on any company it didn't show anything except loader please check the screenshot

0
Apprentice
6 years ago
Contributor
jens.hartmannContributor

Azure AD ProvisiongClosed

It would be great to have  a better AzureAD. It should be possible to provision the users in Freshservice with the AzureAD Provisiong Service.More information: https://docs.microsoft.com/en-us/azure/active-directory/manage-apps/user-provisioning

9
martinbaylis
6 years ago
Apprentice
marko.kirvesApprentice

Sharing ticket with multiple requestersClosed

I haven't found an easy way to share ticket details with multiple requesters. While I can CC users in the emails we sent from the helpdesk, only the main requester can see the ticket on the Support Portal. When using support ticketing systems like Zendesk they allow multiple users to follow tickets and browse organisation requests in their helpdesk.  We could allow everyone see tickets from their department but many tickets are shared across departments and this would open up other issues as well. I've reported this via support ticket 9 months ago: https://support.freshservice.com/support/tickets/868385 

54
Apprentice
6 years ago
Apprentice
captaincrazyApprentice

Printing SolutionsClosed

Hi Guys,Apologies if this has already been logged but I couldn't find it.Would it be possible to add printing to the solutions page? A "download as pdf" link would be great as well.I just find that quite often I need a solution document when I'm away from the computer or network and printing is a pain as you have to select the solution text or it will add a lot of garbage to the top of the printout which is all the header information.Cheers,Pete

13
6 years ago
Contributor
tea.maijanen-tarvasahoContributor

Number of available full time agent seats not visible any moreClosed

Previously admin could see the number of available full time and occasional seats.Now for some reason only the number of occasional seats is visible when adding or editing an agent.Do you really mean that we need to keep tabs on constantly changing number of agents manually and/or notice the need for additional licenses only when we cannot add a full agent anymore?Or perhaps I've just missed a change/an improvement and am looking in the wrong place....

0
Contributor
6 years ago
Apprentice
li.triplicarteApprentice

Automatic closing based on Key Words + replyClosed

Good afternoon,In my team we are currently implementing a new procedure and we need to send a template answer to our customers based on their request.Is it possible to trigger an auto reply based on key words from the subject, and then automatically close the ticket?Thank you

1
hemanth.ramya
6 years ago
Skilled Expert
sean.groomesSkilled Expert

Ability to Set a Default Ticket Template for new Tickets created by agent.Closed

It would save a click or two if we could select a default template for tickets that are agent created. So that the boilerplate language we use to differentiate that a ticket was submitted by an agent is just the default.

0
Skilled Expert
6 years ago
Contributor
alessandro.melandriContributor

Add a 'not' option to report filter fieldsClosed

I think it would be useful to have "not" option in report filters. Check this real example: We defined more than 10 groups of agents and tickets managed by one of this group take a lot of time to be resolved (this is due to the kind ot ticket they manage). Those long resolution times affect all other groups statistics so I'd like to set up three report: - Global Helpdesk In-depth - slow-ticket-group Helpdesk In-depth - other groups Helpdesk In-depth I thought I could define a custom report filtering all groups except the slow one but there's a limit of ten group in the group filter field. What do you think?

2
6 years ago
Apprentice
janika.humphriesApprentice

Editing the "Stage" field when managing hardware requestsClosed

 Hi, I'm trying to edit the items within the "Stage" field (shown in the screenshot).Can you please point me in the right direction to get this field changed?Thanks

10
Apprentice
6 years ago
Apprentice
sdwApprentice

Improved Sorting Task ListsClosed

Presently sorting of Task lists is limited to:Date createdPriorityStatusEnd dateIt would be extremely beneficial to be able to sort by any column, especially Title.

2
6 years ago
Apprentice
troqueApprentice

Save proactive outreach templatesClosed

It would be helpful to save templates of proactive outreaches. This way, we can easily send out standardized email outreaches. Is there a way to do this?

0
Apprentice
6 years ago
Contributor
gwelstedContributor

Add Tags VIA mobile appClosed

Could we please have the ability to add tags via the mobile app

3
Contributor
6 years ago
Contributor
bmercerContributor

Solutions author updating is really awful.Closed

The person who originally created a solution is the author. But any agent can create a solution, and agents have turnover.Removing the agent when they leave or are reassigned leads to the article having a "Deleted Agent" for the author. The first problem is, it's impossible to edit and save the article unless you are a system administrator. Users come and go, but just because a user is gone does not mean the articles they created should no longer be editable by other agents. This is a weird restriction that should not exist. Either users should be allowed to update the authors of articles themselves, or else the Deleted Agent status should not prevent an agent from saving changes to articles. Under the current environment, deleting an agent leads to a bunch of articles which can no longer be edited or updated, causing them to have incorrect, outdated information. The only way to fix this is to assign the article a new author. But the author can only be assigned by an administrator, and support have been unable to tell me which specific administrator permissions are required. To make matters worse, each article must be updated one at a time. There is no bulk update. Since there could be hundreds or even thousands of articles, this is clearly an undesirable state of affairs. Ideally, deleting a user should prompt the administrator to assign their solutions articles to another user at the time of deletion. Failing that, there should be a way for the administrator to bulk update authors. The underlying cause of this is that the author of an article cannot be a contact. Allowing the author of an article to be a Contact would resolve the entire problem seamlessly. Leaving the user in place as an occasional user is not an acceptable solution, it's a low quality workaround kludge. The second problem is that each article must have the author manually changed.

6
Contributor
6 years ago
Apprentice
pietro.quarantiniApprentice

Remove ticket notifications for a single contactClosed

Good morning,due to work needs we had to leave an email for another ticket portal. The idea is to receive the first report on our freshdesk anyway. The problem is that if the notifications remain active the two systems loop.Is there a possibility to remove notifications only for a specific contact in the address book?

0
Apprentice
6 years ago
Apprentice
ingeborgmaltaApprentice

How to whitlist an email address to avoid going into spamClosed

My question is simple but I have not find the answer on this site. How can I whitelist an email address from a client.Several times a day I check the spam filter if the client (with no-reply address) have sent a mail/ticket. I want it in my normal ticket box/inbox instead of the spam.

0
Apprentice
6 years ago
Show more discussion threads

Filter by product

  • All products
  • Freshservice
  • Freshservice IT Asset Management
  • FireHydrant
  • Freshdesk
  • Freshdesk Omni
  • Freshcaller
  • Freshchat
  • Freshmarketer
  • Freshsuccess
  • Freshteam
  • Freshsales
  • Freshworks Neo

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.

Terms of UseAccessibility statement