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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

Back to top of the list
Contributor
chrisContributor

Agent Default Ticket ViewsClosed

I’d like to be able to select a default ticket view and ideally per agent even.

20
6 years ago
Active Contributor
labattActive Contributor

Forum AutomationsClosed

It would be great to see automations extended to support forums. For example, do something when a new forum topic is posted or a reply to a forum topic is posted. And new actions like auto-approve.As an example of this in use... we may make some of our customers "experts" in our forums. If the forum is set to be moderated, we may not want these users to have to wait for us to publish their posts. So, on a reply to a forum topic, if the user has a certain custom field as true, approve the post.Another example, on a new forum post, send it to slack.Thanks!

1
hemanth.ramya
6 years ago
Apprentice
kristian.mannApprentice

Agent Availability CalendarClosed

Hi,To have some sort of availability calendar for agents to include holidays, lunch hours, and shift patterns would very useful.  The auto-assigning of tickets could then omit the times the agent isn't available.  At the moment, we would be reliant on agents to manually switch the 'do not disturb' option on and off several times a day. 

2
Apprentice
6 years ago
Apprentice
bgehleApprentice

Add date range for holidaysClosed

Having the ability to add a multi-date range for holidays would be very helpful.  For example, Spring Break: March 16 through March 20.  This is common for schools and other businesses that close for extended periods over certain holidays.

2
Apprentice
6 years ago
Apprentice
n.agudoApprentice

Business Hours CloneClosed

Hi team,We are encountering an issue when creating the business hours. We have different locations with mostly the same timezone and overall configuration with just 2-3 bank holidays difference. The import function of bank holidays calendar is not very useful for region-specific configurations and we are forced to create everything from scratch and manually insert all bank holidays over and over.This could be easily avoided with a clone function that allows us to copy-paste same business hours and only change the 2-3 bank holidays not needed.ThanksNissy

1
Apprentice
6 years ago
Apprentice
mike.burnieApprentice

Placeholders for Service Catalogue ItemsClosed

Placeholders on the fields when setting up Service Catalogue items. We would like to have more descriptive information in each of the fields on a Service Catalogue Item to direct the Requester in exactly what information we need from them. Having to 'suggest' what information we need by have a long Field Description isn't very end user or designer friendly

1
Apprentice
6 years ago
Apprentice
matt.henryApprentice

Share Ticket Views with Multiple GroupsClosed

We currently have a need to share some views with multiple Groups of Agents. Currently we only have the option share a view with "Myself", "All Agents", or "Agents in a Group".I would propose changing "Agents in a group"  from a basic drop down to a multi selector dropdown (like the filter text boxes).In our scenario, we have multiple locations. We have a Building 1 Team which we built a custom view for so that they see all unresolved tickets at that Building. However, we have some other teams that would like to be able to see this view too instead of having to manually filter each time.To facilitate this, we would have to create this custom view twice right now and share the first one with Building 1 Team and the other with Building 1 Escalation Team. Literally double the work any time we want to modify the view or create new ones for new locations.

2
6 years ago
Apprentice
padamsonApprentice

Ticket Export has stopped workingClosed

We have been exporting tickets for analysis but the ticket export stopped working last week. The email we receive says '“An error occurred while exporting data. Please try again or contact Freshdesk support.”Does anyone else have this issue?

0
Apprentice
6 years ago
Apprentice
miles_20590Apprentice

Automation - Email ReplyClosed

Hi there.  I am a new Freshdesk customer and like a lot of the features.  One issue that I have found to be a problem.I have an an Timed Ticket automation setup to automatically email certain customers after a period of time.  Everything works just fine (email is sent) but the auto-email is not shown in the ticket thread.  I can see it was sent if I click on "Show Activities" button but I can't see it in the thread.  I don't think this is a new issue - I found this support thread about it:https://support.freshdesk.com/support/discussions/topics/35025This seems like something that should have been fixed a long time ago.  Is there any way to make this work?Thanks!Miles

1
hemanth.ramya
6 years ago
Skilled Expert
gabriel.bienzobasSkilled Expert

Admin Console for customersClosed

Hello,One of the most requested changes when we onboard a new customer is to give them admin access to all their company tickets. At the moment this is something only the Agents can do but it is impractical. It would be a lot better if the company users were given an admin console where they can give different access/viewing rights to different users, depending on their needs.Regards,Gabriel

0
Skilled Expert
6 years ago
Apprentice
briApprentice

Change Support URLClosed

Hello,We would like to change our company URL from beyondslimsupport.freshdesk.com to beyondslim.freshdesk.com. I have tried to change it in the admin section but it does not reflect the changes. Please advise.Thanks!Bri

1
6 years ago
Apprentice
leonardo.zuljicApprentice

New ticket notification - default email sender name "support"Closed

Hi,we have a problem with the email sender name on an automatic reply from freshdesk for a new ticket. How can we set the sender's name to be the desired name and not the default "support"?In short, we want the subject of the email to be Infenso Support and not the default "support", a picture is attached.Kr, Leo

3
6 years ago
Apprentice
jscott_20610Apprentice

Pull all tickets I am watching into a listClosed

Is it possible to set up an automation based on tickets where I am the watcher? If not, could I automatically add a tag to a ticket when I am added as a watcher? 

1
hemanth.ramya
6 years ago
Contributor
kbisignaniContributor

Approval WorkflowClosed

A feature our organization uses a great deal is Ticket approvals.  We're a school district, and when a Ticket is created at one of the schools, the principal must review and approve it first.  They don't need the full power of an agent, just some view access to tickets in their buildings and the ability to approve or deny a work order - with notes would be a nice touch. Added bonus - implement the approval process without having to make the principals "agents" to save some money!

12
hemanth.ramya
6 years ago
Contributor
matthew_11976Contributor

Observer Rules - Remove TagClosed

We would like to have an action available in the Observer Rules to remove a tag.This would allow us to implement some workflows that are not currently possible.

21
hemanth.ramya
6 years ago
Apprentice
oevenoApprentice

Error message when sending a new mailClosed

Hello,When I create a new mail in freshdesk I have an error message that appears at the top of the portal:"Le ticket est absent ou vous n'avez pas l'autorisation nécessaire""Request was rejected because user is not permitted to perform this operation."On the other hand, the email seems to be received by the recipient.Looking forward to hearing from you ...Best Regards,

1
6 years ago
Contributor
melodyContributor

Primary support emailClosed

Are there any differences in permissions, etc., between the "primary" email address and the other email addresses? We have several, and the default is the .freshdesk.com. I want to make sure that nothing will change if we switch the primary over to the email address from our own domain. Also - does deleting a mailbox delete old tickets associated with that email? Thank you!

1
6 years ago
Apprentice
vikrant.tyagiApprentice

Inventory module is too basic that it's actually restrictiveClosed

Hello There, I find the inventory module to be very basic and hence limiting in terms of use cases that it can serve. For example, It's only obvious that I would want to hide some of the assets from some of my agents/users. But the only two ways I could find to do that is by using either of these 2 flags (see screenshot below). while defining my `Roles`  Now, firstly this is a non-feature disguised as a feature. Because the combination of two flags only allows you to either:-- show everything to everyone or - Show agents only the assets that are assigned to their Group.  There is a reason ITIL defines Asset Management specific roles. You cannot disregard them completely and still call a product ITIL compliant. This all or nothing approach for Asset Visibility is not only limiting, it starts dictating (as a side effect of missing adequate Asset Roles) how I should design my Support Groups. In our setup, we have created Groups so that I can hide certain assets from other agents. I don't want my Asset Visibility feature to start dictating the design of my support group, I am forced to do this because the tool doesn't have a sophisticated asset visibility mechanism. I guess I'm repeating myself here, I hope made the point!?!Not only this, the tool assumes that a `Group` is a way to segregate ’items’ in ITSM tool. A complete misappropriation of the concept of Groups in ITIL. A Group (Support Group) should only be to segregate tickets. Assets can be managed at different levels by different people in different ways. Few examples, I might want to give different levels of visibility to people in the same Support Group. A team lead might have access to all the items on the Group while a team member may only need access to fewer assets. This applies to the "Asset" level as well as "attribute" level. Say a team member can only see the serial numbers but not the asset ID or something like that. At the attribute level, it might look too specific but still desirable. There is a fundamental design problem here that is handled in a “let’s reinvent the wheel” way. We don’t have to. ITIL has already done that for us, so let’s just stick to what works. Why should my use case to hide assets govern how I design my support system? (Support Groups in this case). Support Groups and Asset Visibility are two different concepts and should be decoupled.  It pains me so much that basic things like these have to be reported in order for FS to consider it as a feature. I am obviously pointing out only the Inventory Module here but these patterns (or rather lack of it) are spread across all the modules. Problems that ITIL has solved are being tackled very wild-west ways. This sets the product on a very unpredictable trajectory, a roadmap that is anything but ITIL/ITSM. And this scares me. Some day when I run out of patience I might write a long post for all the other modules as well. But for now, this should serve the purpose I hope. Is it just me? Or others feel the same way? Feel free to call me out if I sound like a snowflake. 

0
6 years ago
Apprentice
raine.laurilaApprentice

Message not delivered - Message bounced - Temporary errorClosed

When our agent tries to CC one of our third parties, we receive "Message not delivered -Message bounced - Temporary error" from them. I inquired further and they investigated server logs and saw the following :===email server paste===2020-08-19 15:22:33 ProxyMatch, ProxyDeny: SMTP Classified as confirmed SPAM, pri=6, disp=Deny, policy=SMTP.IN.02-00, protocol=smtp/tcp, src_ip=3.120.181.192, src_port=60529, dst_ip=195.244.65.20, dst_port=25, src_intf=0-SoneraOut, dst_intf=105-Net65.0Mask27, rc=595, proxy_act=SMTP-Incoming.smtp, sender=bounces+1.1472028-asiakaspalvelu:liikku.freshdesk.com@emaileuc.freshdesk.com, recipients=laskutus@cash-in.fi, 1BFF-0019, geo_src=DEU; geo_dst=FIN===end===They whitelisted IP 3.120.181.192 (which seems to be the Freshdesk server), but the error still persists and our agents are unable to send emails.

1
6 years ago
Contributor
chrisContributor

Plain Text email formatClosed

I'd like a setting that would tell freshdesk to send plain text emails instead of HTML format.

14
6 years ago
Contributor
gwelstedContributor

Copy/Duplicate SolutionClosed

Ability to copy solutions would be a huge time saver, I currently have a folder of templates that I use but have to manually copy and paste the skeleton content into a new solution, a copy button would be amazing.

0
Contributor
6 years ago
Apprentice
projectsApprentice

Mobile-friendly Solutions view for embedding in an iOS or Android appClosed

We would like to be able to have a Solutions button in our mobile app that opens an in-app browser (e.g. WKWebview) on a root page of all our solutions. The default Solutions page included headers, footers and Login/Signup features that would be out of place in an app they're already logged in to.It just needs to be a simple menu of each level's Categories and Folders and tapping on an item drills down into the next level, or into an article.We're new to Freshdesk so maybe there's something like this already or a reason why it couldn't be done. I suppose it might have to be limited to public documents but that would be fine, at least initially.Thanks,Paul

1
6 years ago
Apprentice
diogo.silvaApprentice

Gmail gadgetClosed

Are there plans to include a gmail gadget like the one in freskdesk?

11
6 years ago
Apprentice
mat.panchaApprentice

Add ability to modify "Source"Closed

Half of the default sources do not apply to me, and also they default to sources which are not correct (for example email creates ticket, but ticket says source was portal).I'd like to modify the sources to suit our company's needs.

62
6 years ago
Apprentice
fredy.martinezApprentice

Webhooks and Notes in Triggers time tagsClosed

These options are required to be enabled in order to continue with the Automatic Management processes based on the ticket system, as it is done for the Automation rules based on Ticket Updates.

1
hemanth.ramya
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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