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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
m.heyworthContributor

Allow cc'd users to see ticket in customer portalClosed

I would like to allow any users cc'd on a ticket to see that ticket in their portal. Currently users can only see tickets they have logged themselves. An alternative / addition could be the ability to set permissions so that staff can see all tickets logged by their department.This would give staff and managers a better picture of the issues their department is facing and allow multiple users to collaborate on a ticket.

12
6 years ago
Contributor
romanpContributor

Split a new ticket into two or moreClosed

We get people requesting multiple unrelated things in one ticket. As of right now, we don't have a way of splitting that ticket into others. I know there is functionality to spit a reply into a separate ticket, but why not an initial ticket?

14
6 years ago
Apprentice
admin_15400Apprentice

Customer self service Appointment settingClosed

I would like to see full appointment setting software integrated in freshdesk. Something like acuityscheduling or youcanbookme with customer self service booking from the website. I believe this would give freshdesk a huge lead over its competition and make life easier for a lot of SMB's

2
6 years ago
Apprentice
steyn.vanesveldApprentice

Bug - Wrong statistics on dashboardClosed

Hello,Our Freshdesk ticket dashboard keeps displaying wrong statistics..It keeps saying that there's more tickets than there actually are.Is there anything that can be done about this?Thanks in advance!

1
suprabha.somanathan
6 years ago
Apprentice
kennethApprentice

New Freshdesk Analytics Export to PDF function is Useless for 'Time Sheet Summary Report'Closed

Hi All,  Although there is a lot to like about the new Analytics Reporting engine in Freshdesk, the 'Export this Report' within the 'Time Sheet Summary' report is absolutely useless and incomplete. We as a company generate PDF reports each month for each client detailing the work undertaken. Under the old reporting engine this was simple. You select the 'Time Period' and the 'Customer' and the report was generated on the screen and all you had to do was select 'email PDF' and it arrived in your inbox exactly as shown on screen with all relevant ticket data.  The new 'Analytics' reporting engine does allow you to Export a PDF Report, however, for the 'Time Sheet Summary Report' it only exports part of the data. It does not export all the tickets behind the report (in PDF format), instead it only exports summary data.  Why would Freshdesk have a function to export a report with incomplete data? I cannot for the life of me see the purpose of such an incomplete report. I would welcome your thoughts on this.

1
suprabha.somanathan
6 years ago
Contributor
simon.harris88

Customer labels for ticket fields are unable to be reflected in reports/analyticsClosed

We are trying to utilise the reports within Freshdesk currently and we want to automate these to be sent to our customers directly.As Freshdesk gives you the functionality to have different field labels that are visible to the customer versus the agents, it would make sense for this to be an option in the reports as well. Currently the reports only show what the agents see, which may lead to confusion to a customer looking at different status names, field names etc.. Please look into this and make it suitable to send to customers! 

1
suprabha.somanathan
6 years ago
Contributor
scott.willettContributor

Permission for Import and Export of CMDBClosed

 Is it possible to have a permission entry to allowing or denying import or export to the CMDB for an agent? Appears to be that you have to give an agent global administrator rights for this currently.

4
Contributor
6 years ago
Apprentice
natascha.tucekApprentice

Analytic ReportsClosed

I have created a customer report and initially chosen "only for me" but now I want to share it with the other agents in my helpdesk. Can i do that after creating it? How?Thank you very much for your answer!Best regards, Natascha 

1
suprabha.somanathan
6 years ago
Apprentice
brent.millsApprentice

Classic Helpdesk at a Glance Graphs in Helpdesk at a GlanceClosed

The daily Submitted versus Resolved graphs in the Helpdesk at a Glance classic report are probably the most useful metrics I get from Freshdesk.  I would love to see that graph in the newer Helpdesk at a Glance report.

4
suprabha.somanathan
6 years ago
Apprentice
coreybrApprentice

Larger notes viewing areaClosed

For customer notes, there is a 20 row high viewing area. Would it be possible to make this larger, or make a setting that gives us the option to make it larger? We like to keep extensive notes for our customers.

4
suprabha.somanathan
6 years ago
Apprentice
aroshApprentice

Unable to add Office 365 mailboxClosed

I'm trying to add my Office 365 mailbox to Freshdesk and I'm getting "Error while authenticating the smtp server. Please verify server name, port and credentials". I double checked the settings and verified that the credentials I'm using is right. I have opened a support case (#6969020) and I never heard from them again about the issue. Chatting with the support people from the chat balloon on the bottom right hand corner got me no where. They are not responsive at all and places me in deferent departments. I'm still trialing Freshdesk and I like it. However, I did not like the support I have been given. Anybody able to help me here?

1
6 years ago
Apprentice
kafai1725Apprentice

Message not delivered -Message bounced - Temporary errorClosed

This situation occurred when one of our company's Agents responded to the tickets starting two weeks ago, but there was no problem with the sending and reply of the tickets, but can this situation be resolved? The same domain emails of the company are used, and other Agents There is no such problem.Thanks.

1
6 years ago
Apprentice
nealApprentice

Email not being receivedClosed

 I have an email that is not showing up on the tickets screen. I have changed the filter to show all, and it still is not present. I checked under blocked contacts, and it is showing that there are no blocked contacts. The email does have a MOV attached file.I am concerned for 2 reasons.1) Why am I not seeing the email?2) Why am I showing no blocked contact, when I have blocked spam emails?

2
suprabha.somanathan
6 years ago
Apprentice
hanochlApprentice

Wish list for feature...Closed

Hi,it would be very useful to us if those features are added:a pop-up notification when a contact logged in, so we can inform them on important issues.allow the admin to have more control over agent, like resetting passwords, maybe some more permissions control and such.thank you,Hanoch

1
suprabha.somanathan
6 years ago
Apprentice
giuliano.bianchiApprentice

Ticket Priority and Automatic AssignmentClosed

Dear all, by default, low-balanced auto-assignment system assigns tickets to agents based on their arrival order.  Is it possible to modify this rule that other variables are taken into account in assigning tickets? (E.g. customers' name, customers' type, kind of request...). Kind regards

2
6 years ago
annapoorna.venketaraman
Skilled Expert
annapoorna.venketaramanSkilled Expert

How do I configure multi-lingual email notifications?Closed

How can I create email notifications in multiple languages?

1
6 years ago
Apprentice
r.tarikApprentice

Full time Agents' limit in Estate Omni-Channel Annual planClosed

Hello,How many Full time Agents I can add in the Estate Omni-Channel Annual plan.Thank you,Houda

0
Apprentice
6 years ago
Apprentice
admin_20930Apprentice

Change/set the defaults in the Tickets viewClosed

Is it possible in the tickets view to set the default sort order for the list?  (Such as Date Created / Ascending)

0
Apprentice
6 years ago
Active Contributor
dschmidtActive Contributor

Individualized or BCCd group notification emailsClosed

It should be possible to configure email notifications sent to groups, such as "Ticket Assigned to Group," so that separate emails are sent to each agent individually. Or alternatively, as one email BCCd to the group. With all agents in the group on the To: line, it gets spammy if agents hit reply-to-all.

1
6 years ago
Apprentice
anna.leroyApprentice

Add SLA (first response and resolution date) to JIRA pluginClosed

It would be very usefull to get the first response date and resolution Date from Freshdesk and see it in JIRA

1
hemanth.ramya
6 years ago
Apprentice
l.prondzinskiApprentice

SLA policy business hoursClosed

I can choose only business hours or calendar hours in SLA policy. How add other hours or my business hours? I have added a profile with business hours. I can't choose it from the menu shown in the attachment.

2
hemanth.ramya
6 years ago
Apprentice
kasonlim20121Apprentice

An internal error occured. Please contact support.Closed

Hi Freshdesk Team.I am currently facing some techincal issues with Freshdesk is stated An internal error occurred. Please contact support. Can you please help me it has immediately?

3
6 years ago
Apprentice
graham_20903Apprentice

Tickets appear as emails, can be answered in emailClosed

Hi I want freshdesk to be 100% intergrated into my email.  My mail provider is gmail but i use outlook to respond to mail.  Ideally what I want is that tickets come straight to my email address as an email and that I can respond to them within outlook.  Freshdesk for me should function soley as a mail archive that can be searched inside my company for reference.Is this possible?  I am reading about intergration and forwarding and have tried several things but i just can seem to find a solution to what I want.Please help

1
6 years ago
Apprentice
educationApprentice

How can I connect my Gmail address (customer support)?Closed

Hi there, I added our email address as a support channel and it's verified. However, I don't receive any emails/tickets in my fresdesk inbox. What did I missed in the set-up? 

1
6 years ago
Apprentice
celso_esApprentice

Error print ticketClosed

Hi, I have a free account in freshdesk with problem to print a ticket.  When i trying to print the ticket return this message:Nem todos que perambulam estão perdidos :)

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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