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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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Apprentice
igonzalezApprentice

whitelist freshdesk email servers -- any resolution to this?Closed

 using the spf records indicated here: https://community.freshworks.com/support/discussions/topics/50000001283I whitelisted every ip in all spf records including the ones in cidr notation, however yet yesterday we got an email from an ip not on the list: 192.254.127.79. What gives here? It is tiring to keep having to whitelist numerous ip addresses. ON the list already was 192.254.127.64/30 indicated in sg-warmup.freshemail.io spf record but this didn't include .79. So annoyed at this. Maybe its a larger cidr block I need to whitelist? Please advise!

1
Apprentice
6 years ago
Apprentice
dhgoodallApprentice

Accessibility and 508 ComplianceClosed

More and more organizations are being sued for non-compliance with accessibility and 508 compliance. Do we know if the knowledge base in Freshdesk is compliant?

7
6 years ago
Apprentice
anna_19081Apprentice

Feature request for: hire conversationsClosed

As a hiring manager I would like to be able to mark conversations as 'read' or 'unread' in the team inbox and the careers inbox. 

0
Apprentice
6 years ago
Apprentice
blubaApprentice

Ability to view or control the "Do-Not-Disturb" status for agentsClosed

We currently utilize the round-robin/auto ticket assignments for our groups of agents. We really like the feature and the ability for agents to turn on and off their availability to receive new tickets with the toggle in the upper right:However, we would like the ability to see in real time what agents who are or are not available to received auto assigned tickets. What I'm getting at is, if agents abuse the ability to turn off incoming tickets, we would like the ability to report on this.Thanks in advance!

6
6 years ago
Contributor
johannesContributor

Feedback widget languageClosed

It should be possible to define the feedback widget language.Currently the feedback widget is only available in the default language of the portal.We should be able to pass a language parameter to the widget.For example:FreshWidget.init("", {"lang":"fr","queryString": "&widgetType=popup", "widgetType": "popup", "buttonType": "text", "buttonText": "Support", "buttonColor": "black", "buttonBg": "#ffffff", "alignment": "4", "offset": "235px", "formHeight": "500px", "url": "http://demo.freshdesk.com"} ); Our website is available in multiple languages and for now the feedback widget is always in the same language.

13
6 years ago
Apprentice
vmApprentice

Custom Fields are not prefillingClosed

I have added this to my HTML page after the script javascript. I am able to prefill the subject but not the custom fields. I have tried topic and cf_topic and in the custom field are with no luck. Support is not providing any documentation how and why this works, without the identification of my widget, I am not able to identify the source. I do not want to do any Curl command or coding to access the API. If it works with subject using the javascript, it must work for the custom fields.<script type='text/javascript'> FreshworksWidget('prefill', 'ticketForm', {   subject: "XXXXX",   cf_topic: "Hello",   custom_fields: {   cf_topic: "Hello",   } }); FreshworksWidget('hide', 'ticketForm', ['subject']); </script>

1
6 years ago
Contributor
prithi.pillayContributor

Access to CAB members to access all changesClosed

It would be great if CAB members could be granted access to view CAB changes (all changes) Currently the only way to provide this access is to make the CAB member an agent and while this provides the access, the user experience for all other support is not great, as they get directed to the agent portal when wanting to raise incidents etcIf this could be considered as a change to CAB set up

0
Contributor
6 years ago
Contributor
h.driehuisContributor

Widget creates errors: Content Security PolicyClosed

I've added the widget in webpage. When I open Chrome - Inspect - Console, I see the following error: Refused to load the script 'https://widget.freshworks.com/widgets/xxxxxxxxxxx.js' because it violates the following Content Security Policy directive: "default-src 'self' 'unsafe-inline' 'unsafe-eval'". Note that 'script-src-elem' was not explicitly set, so 'default-src' is used as a fallback. (I changed our number to xxxxxxxxxxx)  This is the content of a testpage: <!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "https://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd"> <html xmlns="http://www.w3.org/1999/xhtml"> <head id="Head1" runat="server"> </head> <body> TEST<BR> <script> window.fwSettings={ 'widget_id':xxxxxxxxxxx }; !function(){if("function"!=typeof window.FreshworksWidget){var n=function(){n.q.push(arguments)};n.q=[],window.FreshworksWidget=n}}() </script> <script type='text/javascript' src='https://widget.freshworks.com/widgets/xxxxxxxxxxx.js' async defer></script> </body> </html>  I tried adding:  <meta http-equiv="Content-Security-Policy" content="default-src 'self' widget.freshworks.com">  I only get more errors.  Could someone help me out? I'm not a webdeveloper (clearly), but I assume this widget needs a (almost) standard set of the Content Security Policy (CSP)?  

5
6 years ago
Apprentice
skala.matousApprentice

Tickets marked as spamClosed

Hi, we started to see some tickets being marked as spam on a regular basis. We see even new tickets by people who have already been in contact with us in past being marked as spam. Is there any way to turn off the spam filter and only define our own rules, or define rules for e-mails that should not be marked at spam (e.g. e-mails having a subject with a certain prefix)? That would be very helpful and it would allow us to provide more reliable customer support.

4
6 years ago
Apprentice
support_21048Apprentice

Reply emails not sendingClosed

Recently having this issue where reply emails are not sending. Everything was working fine prior. We confirmed this by creating new emails to addresses ending with Gmail.com and Outlook.com, nothing is received while Freshdesk confirm it's sent.Double checked Admin > Mailboxes (Email) and Global Support Mail is verified. Double checked Admin > Email Settings > Dkim and domain DNS settings are verified as well. Double checked email host (zohomail) email forwarding is working also.Can anyone help? 

1
6 years ago
Contributor
jens.hartmannContributor

Why no User forum???Closed

Why we still get no User Forum for Feature Request, Communication etc. like we have at Freshdesk?

0
Contributor
6 years ago
Contributor
ttubbsContributor

Allow Tags to be used as a Condition in Workflow AutomationsClosed

Tags are very useful for when you're needing to track specific keywords in a ticket or for internal tracking of uncommon issues that don't need a field created.To help us know when a specific Workflow has been used on a ticket, we add a Tag to the ticket. In theory, this would allow us to have a condition in a Workflow to check if another Workflow had been triggered.However, Conditions do not provide the Tag field as an option.Being able to check if a ticket has a specific tag can be very useful and possibly powerful in Workflows. It would be great to see this added as an option.

7
jim.smith
6 years ago
Apprentice
cpmhjesseApprentice

Depreciation ReportsClosed

This platform allows you to setup depreciation on assets.  The only reason someone would do this is for tax purposes.  The problem is that there is no report to run that will show asset depreciation over the last year and that is the info you need for your taxes.  Please either create an asset report for this or give me the options to do it myself.  Thanks!

4
Apprentice
6 years ago
Contributor
ben.richContributor

Add child ticket as part of workflowClosed

Hello, When we create workflows we want a certain group to have a ticket to do part of the workflow. Tasks just don’t cut it, nothing shows up in the groups ticket pool, there is nothing really to action for that group. Can we have “if service request is requested” “add child ticket to group”?

5
6 years ago
cmcewen
Active Contributor
cmcewenActive Contributor

Add year to holiday dateClosed

I would like to be able to schedule holidays out beyond one year. At my workplace, for instance, Independence Day is observed on July 3, 2020, but next year that same holiday is observed on July 5, 2021.I would like to be able to place both holidays on the list ahead of time, but right now, I can only have July 3 ... and two days later July 5.Thanks!

2
cmcewen
Active Contributor
6 years ago
Contributor
markus.finsterContributor

Add Notes to Bulk UpdatesClosed

You can add (and send) automatic replies to all contacts in a bulk update, but you can't add a private note to the bulk-updated-tickets.But it would be so easy... just un-tick the check box for "send from..."

1
6 years ago
Apprentice
lfrApprentice

raise the limit for file sizeClosed

as we use the support system more and more we find ourselfs constantly fighting the file size limit because we are a software company that sends out fixes to our customers for our software. These fixes varies in size from 8mb to 22mb in zipped format. Would it be possible to raise the limit so the file size could be 25 insted of 15? That would help us a lot. Thank you

3
6 years ago
Apprentice
billApprentice

Create ticket without sending notificationsClosed

In starting to use Freshdesk, we want to create tickets for work that is already in progress, without sending the usual "ticket created" notifications - then continue work with normal notifications.Other than disabling notifications, creating the ticket, then re-enabling the notifications, is there a way to do this?

4
6 years ago
Contributor
kstillContributor

Multiple Selection Dropdown MenuClosed

I would love to see a Multiple Selection Dropdown Menu implemented for Service Catalog Items. Similar to this:The url for this page if you want more details is: https://semantic-ui.com/modules/dropdown.html#multiple-selection

3
Contributor
6 years ago
Apprentice
jeroen.vandesandeApprentice

API for onboardingClosed

It would be handy to have an API to start the onboarding workflow. The case would be that the HR department can use their tool to manage all necessary elements from their side and that than the onboarding flow for IT starts automatically .

3
Apprentice
6 years ago
Apprentice
kjt.smith.97Apprentice

FreshService API : Lack of ability to automatically onboard new employeesClosed

In recent communications with Freshservice support, it is clear that the Freshservice API does not have the capability to onboard new employees (not the entire process, but the beginning, i.e. setting name, department, supervisor, start date, etc). Has anyone been able to come up with a workaround for this to more automate their employee onboarding process? 

0
Apprentice
6 years ago
Apprentice
usulemanApprentice

Adding Custom fields in AgentClosed

I want to save specific profile information for Agents. How can I create custom fields for Agents ? 

0
Apprentice
6 years ago
Apprentice
support_19220Apprentice

Multiple ticket fields labels for multiple languagesClosed

Hello,is it possible to set multiple ticket fields labels for multiple language?Using "feedback form" function we have embedded Freshdesk form in Shopify: unfortunately all fields labels are displayed using the italian language.Is there a way to set additional labels for other languages and display them in Shopify?We have searched in the "ticket fields" admin area but it looks like only one label can be set for each field...Any help would be much appreciated.Thank youGiovanni

0
Apprentice
6 years ago
Apprentice
kavehApprentice

Enforce 2FA at org levelClosed

Hi,Looking for functionality which allows you to enforce 2FA at the organisation level. Currently end users can voluntarily setup 2FA, but there is no enforcement nor any visibility into which agent has set it up etc.Like other SaaS products, a simple setting to say all agents must have 2FA would be sufficient, which would force agents to set it up on next logon.There are tickets which have highly confidential information in them and account security is very important, im sure many other organisations are in the same boat.

0
Apprentice
6 years ago
Contributor
oren.nadjarContributor

ability to filter report by requester locationClosed

hiwe are on the edge to update our database and attach each of our requester to a locationbut actually in any reports, there is no way to filter by site/locationdo you plan to add this fearture soon ?i now that you are working on an advanced reporting engine, will it let us use all the fields in requester details as an axis ? any ETA ?regardsOren

3
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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