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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
michal.debiecApprentice

Images and links in the message editor - missingClosed

After a change in Automations section, there is no possibility to link a specific word. Also images cannot be inserted. I think this is a bug. Before the change, worked perfect.

1
6 years ago
support_11849
Contributor
support_11849Contributor

Auto Reply When Not At DeskClosed

It would be so AMAZING if there was an "during hours" option in the ticket replies automation.This way you can set hours when support is not available and then if a requester replies to a ticket during that time they get an auto response instead of waiting until agent is back.  This should be a must in support. Right now "during hours" is only in ticket creation automation. Is there any work around for this?

1
6 years ago
Apprentice
gabriel.simonApprentice

Use Scenario to trigger workflowClosed

my objective is to send an automated email after one hour to an email adress outside the System. That email account is connected to a Service which Forwards an sms from an Incoming email. so in case of an Major incident the cio gets an sms for example if Outlook is down.My current approach is to use Scenario which is triggered after one hour and sets a custom variable to yes, which is working.The workflow should then get triggered if the custom variable is set to yes. Unfortunately its not working when the Scenario automator is updating that variable, only when im doing it manually.

1
6 years ago
Contributor
dmortimerContributor

Issues with Closed tickets not Reopening and ReopeningClosed

I'm trying to create a few rules regards to closed tickets, but seem to have conflict which causes tickets to reopen when they shouldn't and remain closed when they should. The workflow is as such Ticket is create via e-mail, live chat or by agent. (Ticket Status = Open) Agent assigns or replies (Auto rule to assign ticket to agent) Agent changes status to Pending, Waiting on Customer or Waiting on 3rd Party Customer Replies (Auto Rule to change status to Open and e-mails assigned agent) Once the issue is resolved agent then changes status to Resolved and automatically moved to Group - Resolved The ticket remains in a resolved status and after 2 weeks with no reply the ticket is automatically changed to Closed Status. If the ticket is then replied to after this 2 week period a new ticket should be created with the most recent description . The reason for this request is we have many clients reply on old e-mails which massively effect SLA's and KPI's 

1
6 years ago
Apprentice
anselmoApprentice

burndownClosed

a burndown chart would be great

6
6 years ago
Apprentice
coreybrApprentice

Verifying without activation emailClosed

It would be nice for agents to be able to verify contacts without going through an activation email. 

76
6 years ago
Apprentice
support_16368Apprentice

Assign company user company admin role to maintain users.Closed

Hello, Can you please add the ability to assign a company admin per customer. The admin should be able to create and disable users within their company. I have over 10 customers with a total of about 200 users and maintaining those users can become a problem. This feature will help us assign some of those tasks to the customers that way we can focus on supporting them. So for example, I create company A, then i create a user under company A and make them company A admin. This user will be able to create users or disable users under company A. We don't want them to delete users for reporting purposes.P.S I am aware of creating a company domain so emails with that domain get automatically added to that company and importing batch users but this isn't like maintaining, adding and disabling users.

1
6 years ago
Contributor
steve.gossettContributor

Deleting Contact does not appear to delete associated ticketsClosed

 When I delete a contact and then elect to Delete Forever, there is a dialog appearing that states:Deleting this contact permanently removes their profile, along with their tickets, calls, forum topics and comments, satisfaction ratings, todos and notes. Are you sure you want to proceed?I follow through and click Delete Forever yet I can still view any ticket associated with that Contact. However, if I look for the Contact it no longer exists. How long is it supposed to take for any associated tickets and etc., to also be permanently deleted. As it stands I have to assume that the database for our specific portal is bloated with such records. I have to manually go through and delete tickets after I delete their associated Contact.Before you ask, it doesnt matter what Contact, even a test Contact and with test tickets associated with it.

3
6 years ago
Contributor
adam_12921Contributor

Add Private Note In Bulk ActionsClosed

The ability to reply to messages directly to requesters is a nice feature in "Bulk Actions". However, sometimes we need to resolve multiple tickets in bulk, and leave a private note on every ticket that is resolved in bulk. Currently, an agent can reply in bulk but not add note in bulk.  For example "Ticket Printed, Telephoned Supplier" & Resolved.

8
6 years ago
Apprentice
devonlApprentice

Agent notification when new user signs upClosed

So we can disable automatically enabling a users account when they sign up, but we have no way of be alerted when these users sign up.It would be a HUGE help, if Agents were able to be notified when a new user signs up so we can manually send them an activation email for their account.

13
6 years ago
Apprentice
gayleApprentice

Frustrated newbie: Adding contact manually...name not showing on user activation emailClosed

 Hope someone can help me as I'm going around in circles. I want my customers to have customer portals. SO I add the Contact Manually, and click on Send Activation Email. Despite putting in their full time and details, when the user activation email is received by the customer it just says "Hi"... not "Hi name". I have edited the user activation email from the "insert placeholders" button (requestors) field and choose Requestor Name, but nothing ever comes out. Also, when canned forms are sent, they say "Hey " Not "Hey Name "So their name is not getting picked up but I just can't figure out what I'm doing wrong. It looks like it should be very easy!Gayle

3
6 years ago
Apprentice
dyakubikApprentice

Addition to 'Addition to "Ability to unarchive tickets and make archiving optional"'Closed

Once again a moderator replied with an irrelevant response and closed the thread, so I have to create yet another new thread.I am not talking about reports. We have a bunch of duplicate company accounts because of historical lack of control at the point of company account creation. That's our fault, and we're trying to correct it. We want to merge these accounts together so that we can have a company's entire ticket history in one location. But you can't move archived tickets at all because you can't edit the company value on them. That means that part of a company's ticket history gets orphaned in an otherwise-empty account that you have to keep around for archival purposes only.My request stands because none of the suggestions you've made thus far address it at all.

0
Apprentice
6 years ago
Apprentice
thiosolApprentice

Notifications Activity HistoryClosed

Excuse me for writing this in an agile/scrum user story format. :) Really like Freshdesk so far and felt a notifications history would make it better. One benefit would be during setup. Being able to see notifications sent would make it easier to determine if notification and rule settings are properly configured and working as expected.User Story 1As an agent role (agent, supervisor, admin, or account admin)I would like a notification history on a ticketSo that I can see when a notification was successfully sent and to whom.Acceptance Criteria 1.1When I view a ticket and show activities, I will see successfully sent notifications including the time when they were sent and the notification name.Example:HelpDesk sent a notification 2 days ago (Thu, Oct at 12:09 PM)Sent notification Agent Solves the TicketAcceptance Criteria 1.2When notification history is visible and I click on a notification activity, it will expand to show more details including the individuals notified and a copy of the message body.Example:HelpDesk sent a notification 2 days ago (Thu, Oct at 2:36 PM)Sent notification Ticket Assigned to AgentNotified to : agent@helpdesk.comHello Mr/Mrs Agent Name,A new ticket has been assigned to you.Acceptance Criteria 1.3When notifications have been sent related to a ticket and a requester views the ticket, they will be unable to see notifications history.Acceptance Criteria 1.4When a rule is configured (such as Observer) to send a notification and the email successfully sends after the rule is triggered, the notification will be added to the notification history for the related ticket.User Story 2As an admin or account adminI would like a settings option to turn on/off notifications history for a requesterSo that I can allow requesters to see the history of notifications sent only to them.

5
suprabha.somanathan
6 years ago
Contributor
chris.tintaContributor

It would be great if you could split a ticket into two...Closed

It would be great if you could split a complex ticket into two or more tickets, which could then be assigned/dealt with separately.

47
suprabha.somanathan
6 years ago
Contributor
florisContributor

Undo SendClosed

One of the reasons we use gmail (google apps) is that it has an UNDO SEND button (through google labs): you can un-send an email for a maximum of 30 seconds after pressing send. This has saved us many times when we hit sent to soon. When I show people my undo send in gmail, they always go: OH MY GOD! I NEED THAT!I would love to see this feature in Freshdesk. I don’t think any competitor has it yet and I am sure everybody Freshdesk user would love this feature. Once you had it you can't live without.

62
hemanth.ramya
6 years ago
Contributor
joshwContributor

Deactivate vs. Delete CustomerClosed

 Currently there is no way to deactivate a customer. The customer can be deleted, which also removes their ticket history. Many of my clients have high turnover in their companies. Supervisors have access to the entire companies ticket history. When an employee leaves, the client would like to have that employee's account deactivated (no login privileges, no ticket generation), but not loose the ability to check past tickets created by that individual.

30
6 years ago
Apprentice
vcaveyApprentice

Transfers from Quick BooksClosed

All of a sudden Quotes and Invoices from Quick Books are going to Spam and not to the dashboard.  How can I correct this?

1
suprabha.somanathan
6 years ago
Apprentice
shane.bryanApprentice

Download all attachmentsClosed

I found a post here with a .doc file that explained how to add a custom app to allow the downloading of all attachments from a ticket, but it didn't work. Can this be added as a feature or someone explain how I can get that working? Pretty standard feature you would think.. thanks in advance Shane.

5
suprabha.somanathan
6 years ago
Apprentice
jason_18003Apprentice

Moving Customer Responded emails to top of the queueClosed

Hey Crew! Does anyone know if there is a way to move the tickets that are tagged "customer responded" to the top of the queue? Often a customer does not respond for several days and when that happens the ticket is tagged as "customer responded" but by then it's on page 3 and I don't get notified. 

1
suprabha.somanathan
6 years ago
Apprentice
tommyquickkApprentice

Change helpdesk urlClosed

Hi there I'd like to change my helpdesk urlFrom:https://tommyquickk.freshdesk.com/a/adminTo:https://gaius.freshdesk.com/ or if unavailable https://gaiusbot.freshdesk.com/

1
hemanth.ramya
6 years ago
Apprentice
gilljasmaninderApprentice

Add File fieldClosed

I want to add field to attach file in ticket form,Can you send me steps.

0
Apprentice
6 years ago
Apprentice
eric.humierApprentice

Auto Close rule when à ticket with 2 messages from agent has no answer from customerClosed

Hi,What kinf of rules and also with wich parameters i can build a auto close system of tickets.For example : 2 messages from agent with more 5j (second message) without answer from asker.-> Close Thank you Eric

1
6 years ago
Apprentice
stefan.foulisApprentice

Don't trigger automation if ticket mergedClosed

I have an automation that calls an external webhook when a ticket is closed. However I don't want it to trigger if the ticket was closed due to being merged.Inspired by https://support.freshdesk.com/support/discussions/topics/39126 I set it up to add a "Merged" tag and made that rule run before my webhook rule.But there seems to be a race condition (or perhaps the ticket is closed before the private comment is added), so the "Merged" tag is not yet set when my automation runs.Is there a way around this?

1
6 years ago
Apprentice
scott.andersonApprentice

How does "Hours since resolved" work?Closed

I want a rule that closes tickets that have been resolved for 48 hours. There is a condition of "hours since resolved" that looks to do that. Does that only trigger on tickets that are currently a resolved status?Or if a ticket is resolved, then re-opened, will the rule still trigger since there was a resolved status at one point? 

2
6 years ago
Apprentice
fadhiilApprentice

automate first responseClosed

Hello,I want to automate 1st response when ticket created. it this possible??

9
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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