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
r.tarikApprentice

Add multiple tags at a timeClosed

 Hello,Is there a way to add a list of 5000 tags in the automation section in one shot?Thank you

1
hemanth.ramya
6 years ago
Contributor
miran.madhusoodananContributor

Status PagesClosed

Fan of the Status pages in Freshping? Tell us how can make them even more powerful.

13
6 years ago
Apprentice
thorApprentice

Sync Freshdesk Companies with Accounts in FreshsalesClosed

I have installed the sync app which syncs Contacts and Leads between Freshsales and Freshdesk, but as far as I can see it is not possible to sync Freshdesk Companies with Freshsales Accounts? It would be very useful with a 2-way sync. The best workaround I can see is to use Zapier, with a trigger when an Account is created in Freshsales, and then create a Company i Freshdesk. But there is no functionality the other way if you create a Company first i Freshdesk, and want an Account to be created in Freshsales.

1
6 years ago
Apprentice
luis.sotoApprentice

API Data Exports with Custom Fields and All Available DataClosed

Team,The API Data Export feature right now has a couple of major flaws:1) Tasks API Export is published but it does not run even after it has been configured.2) All API Data Exports do not allow for the addition of custom fields in templatesCan you add into your roadmap the capacity to add service item custom fields into API Data Exports?In addition, can you allow paragraph type fields in API Data Exports as well as in Fresh Service Analytics module.

5
Apprentice
6 years ago
Contributor
marketing_13987Contributor

Create a rule that means the chat is replaced with the feedback widget when chat is offlineClosed

We are using the chat widget on our website, and we would like an option that would allow for the feedback widget to appear only when chat is offline.

2
6 years ago
Apprentice
eduquetteApprentice

Agent signature in ticketsClosed

How do you add an agent signature in ticket replies without having to type your name with each reply?

1
hemanth.ramya
6 years ago
Apprentice
s.gauthierApprentice

Resize image in ticket - reply, descriptionClosed

Hello,Is it possible to have an option to resize an image we want to insert in tickets? Reply, description.Right now, you have to drag from a corner to modify the size of it.It would be nice to have an option to enter either size in pixel or in percentage.

0
Apprentice
6 years ago
Apprentice
arkadiusz.lekawskiApprentice

The same problem, ticket 4764993Closed

Hi i have the same problem like in this ticket please help  https://support.freshdesk.com/support/tickets/4764993

1
6 years ago
Apprentice
gregory.mcmenimenApprentice

Trying to cancel the accountClosed

I have been trying to cancel my account and I have no way to cancel and get a refund.  I have not been able to do anything in my account with Freshdesk since I added a payment method.  I have added a ticket and called a number of times.  It's like they have you once you sign up.  In the three days I added the payment method, I have been shuffled around and I cannot get any kind of response from them to cancel.  

1
6 years ago
Apprentice
lili_lau55Apprentice

essayerClosed

j essayer d annuler mon compte svp merci

2
6 years ago
Apprentice
alihamughal693Apprentice

Agent shiftsClosed

What can I do with agent shifts?

1
6 years ago
Apprentice
bcastroApprentice

Cisco WebEx TeamsClosed

Is Cisco WebEx Teams on the road-map? I see Microsoft Teams is available and would like to leverage our existing platform. 

0
Apprentice
6 years ago
Apprentice
paulkApprentice

Meraki MDM System Manager Integration with InventoryClosed

I would love an easier way to get Fresh Service asset to talk to MDM instead of having to manually import it using a spreadsheet.

17
Apprentice
6 years ago
Apprentice
bcastroApprentice

Integration for Cisco WebEx TeamsClosed

Can you all develop an integration and support for other platforms like Cisco WebEx Teams? I see you have one for Microsoft Teams. 

0
Apprentice
6 years ago
Contributor
sean.woodieContributor

Reporting on Solution articles used by agentsClosed

We are trying to determine how many of our agents are using solution articles in their correspondence with requestors. Does not seem like this information is available. I think it would be extremely useful to see metrics on how many times a solution article is embedded or linked to an agents reply.

2
suprabha.somanathan
6 years ago
Contributor
lynne.scofieldContributor

Restricting Service Requests to Agents onlyClosed

Hi,We have a number of Service Requests which I would like to publish but only be available for agents to use, but with the ability for the agents to log them under any requesters name.Currently if an SR is restricted to be visible for only a certain group, then you can't log the ticket under all requesters names, ONLY the people that are in the group.What we are trying to achieve is to have the SRs available for agents to chose should they get a phone call, but not the end users to freely log.Does that make sense?

1
Contributor
6 years ago
Apprentice
n.camachoApprentice

Portal Customization : Rename SolutionsClosed

Hi,I want to change the name of menu : Solutions but in html i can't see where i have to do it. And if i want to reorder it ?Someone can help me please ?Thanks.Nicolas

1
Apprentice
6 years ago
Contributor
plawsonContributor

Unable to edit agent email addressClosed

An agent has married, so her last name changed, which also changed her email address.  When I access her profile as Admin, I am able to change the email address and save.  Then, when I check it, the email address has reverted to the previous version.  I've done this with her logged in and logged out; neither have worked.  How can I make this change stick?This is causing problems because she isn't receiving email notifications about tickets.  Thanks in advance for any help!

1
6 years ago
Apprentice
s.gauthierApprentice

Round Robin toggle - Restrict access group agentsClosed

Hello,Is it possible to add in the role an option to restrict access to the toggle for agents availability for the round robin?We don't want agents to decide when they are available or not. This could be controled by another group (lead, managers, etc ...)Best regards,

0
Apprentice
6 years ago
Apprentice
zgelnettApprentice

Employee Onboarding EnhancementsClosed

I really like the employee onboarding feature but it could use some tweaks.First a couple easy ones that would help a lot:Default the due date on the tickets created to be the start date for the new employeeCopy the hiring manager on the tickets created so they are aware of the ticket statusAllow us to add longer text descriptions to the service request items that the hiring manager can see to explain what those items areA little more difficult one:Provide a way to track the service request items with the user being onboarded.  The idea being that we will eventually need to offboard them and it would be helpful to have a checklist of all the systems we need to de-provision their access.

0
Apprentice
6 years ago
Apprentice
george_20776Apprentice

SSL certificateClosed

How long does it typically take for a Let's Encrypt cert to be issued?

1
6 years ago
Apprentice
jaya.bhargavaApprentice

I am getting a lot of spamClosed

Hi I am getting a lot of spam. I have all the controls mentioned in freshdesk

1
6 years ago
Apprentice
doris.brown-harrisonApprentice

Export date range should default to the date range selected in the Ticket ViewClosed

It would save a lot of time if the date range in the Export function on the ticket view would match the Created time selected in the Ticket View. As it is right now, i have to set my date range twice, which is rather time consuming if my Created date in ticket view is 'anytime' or a specific date range. If I  have selected a date range to view, I want to export that same date range. Of course, keep the option to change that export date range, but it should default to the Created date selected in ticket view. Currently, the export date range always defaults to 30 days. 

1
6 years ago
Apprentice
e.outshoornApprentice

Ticket field required for specific groupClosed

It is now possible to make a ticket field required for an agent before a ticket is closed. This required field must be filled in by all agents, but I want to have required ticket fields that must be filled in by only a specific group. This is at the moment not possible or is there another way to solve it?

1
6 years ago
Apprentice
jscott_20610Apprentice

Delete Announcements on PortalClosed

Hi - new to FD and trying to put a help document on how to use the portal for our users. I need to delete the data that is populated into the portal when you purchase FD (i.e. announcements). Where do I do this?? 

1
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