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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
campbellwildContributor

Out of OfficeClosed

If we receive an Out of Office, this appends to the ticket, and can re-open closed/resolved issues.  Can the system ignore out of office emails?

18
6 years ago
Apprentice
jason.fedelemApprentice

Preventing Ticket DeletionClosed

Has anyone figured out a rule or a setting to prevent an agent or customer from deleting tickets?  I'd rather have a status of "Trash" or something like that which can be used if it needs to be deleted, but that I can track it.

4
6 years ago
Apprentice
thousandApprentice

Disable Auto-create contactClosed

Is there a way to disable the auto creation of a contact.  We are forwarding a service system email to Freshdesk, and Fresdesk is creating new entries in the contacts list for these emails, but then sending "resolution" and update emails back to everyone under this contact header.

1
6 years ago
Contributor
dan.fitchContributor

Delete all tickets from requester/customerClosed

There should be an option on the requester or customer page (by clicking their name) to delete all tickets from that email address. Sometimes we get hit by a mass email blast (not spam) and would really appreciate an option to simply delete all tickets from anyone. It would be even better if that could be done with conditions as well, such as date range.

13
6 years ago
Apprentice
jan.stozekApprentice

Make the ticket available for another userClosed

 Hi,How (and if) is it possible to make a ticket available for another user in the same company? We would like to make some tickets available to the users' managers, on a case by case basis. CC'ing the managers is not always enough, as it allows them to receive notifications, but does not seem to allow them to see the whole history of the ticket resolving. On the other hand, I would not like to give them privilidges to see all the tickets - and, of course, I would like the original posters to still have access to their cases. How can it be resolved? Thank you very much for any suggestions. Best, Jan.

5
6 years ago
Apprentice
roselyn.ventanillaApprentice

ACCOUNT BLOCKEDClosed

Hi,Can help to unblock please.Thank you.

1
6 years ago
Apprentice
fhatfieldApprentice

"Can see all tickets from this company" DefaultClosed

It would be great if we could set the "Can see all tickets from this company" option to be checked by default for new contacts.  As it stands, we have to manually go in and check this for each contact added.

9
6 years ago
Contributor
jacob_14607Contributor

Ability to allow end users to deactivate their profilesClosed

Hi There,  I've had lots of complaints from my customers about them activating their end user accounts(Profiles) and then later they want it deactivated.  There should be a way for them to do it and with a message " Are you sure you want to deactivate your account" Once clicked it should to agents.   If they want it reactivated they should just have to log back in. Kinda like deleting Facebook.  Hope to see this added 

2
6 years ago
Apprentice
osmardittoApprentice

Invisible contactClosed

I'm trying to create a new contact but I've got an error msg saying that there's already another contact with the same email address. I exported all contacts and the email is not there? 

1
6 years ago
Apprentice
osmardittoApprentice

Manage blocked email addressesClosed

How can I check all blocked email addresses?

1
6 years ago
Apprentice
eric_20643Apprentice

Change Support URLClosed

How do I change my support URL subdomain?

0
Apprentice
6 years ago
Contributor
thanos.massiasContributor

Add search option to 'Tickets' viewClosed

Instead of creating a new Advanced Search view ( as frequently suggested bu others ), why not add a search control directly inside the Tickets view ?The Tickets view is searching for tickets based on the selected Filters. Adding a search control there so that one can combine the Filters AND search terms looks like a reasonable thing to do, for a number of reasons, including:- The frontend functionality ( displaying, sorting and exporting results, actions on displayed list, like delete, assign etc ) is already there.- It will probably be easy to extend the existing backend functionality to accommodate this ( at least easier than starting from scratch )- Due to the above, roll-out and maintenance by Freshdesk should be easier. - Users will not have to switch from Tickets view to Advanced Search view. All functionality will be available in one place with the consistent and familiar controls.- Any future improvements to the Tickets view will, automatically, be improvements to the advanced search also.- It will be powerful. Very powerful.This is how I imagine it: PS: I know others have also asked for advanced search of some kind but I have not seen someone suggesting this approach.

5
suprabha.somanathan
6 years ago
Apprentice
nathan.halcrowApprentice

FreshRelease integration with Microsoft TeamsClosed

We would like to be able to integrate FreshRelease with Microsoft Teams as we are able to with FreshService. This could allow our team to see new items, updated items, metrics etc within Teams without having to navigate to a separate site and sift through information. We currently have FreshService tickets displayed in Teams as well as various other services we use. This gives my team a one stop place to view all important information

2
Apprentice
6 years ago
Apprentice
lorenzomassaApprentice

Tablet workflowClosed

Is there a way to better integrate a good workflow on a tablet?I understand the Freshdesk application is mainly used for sending and receiving emails, but I am also constantly working with the Google Calendar, Discussion and Merge functions and not to have them on the application forces me to go to Google Chrome and open the Freshdesk website there, but I guess the site is too heavy for my Huawei T3 tablet as it becomes really slow to do everything you would be able to do on a laptop.Moreover, the Google Chrome page for freshdesk on my tablet is not designed very well. But I have noticed the same on my Mac. When restricting the web page it is not adaptive to the view size of the user.Thanks for reading this

1
6 years ago
Contributor
miran.madhusoodananContributor

Monitoring / ChecksClosed

Have any ideas on the current monitoring or want to add more types of Check monitoring? Add them here

0
Contributor
6 years ago
Contributor
miran.madhusoodananContributor

APIClosed

Share your ideas and feedback for APIs here

0
Contributor
6 years ago
Apprentice
joeri.grootApprentice

Attachment icon with ticketClosed

One of our users remarked that she’d find it convenient if a ticket would display whether or not it contained an attachment. This could be similar to the paperclip icon next to an email in outlook . I looked for it within the Freshdesk settings, but I was unable to find it. It would be nice to have this feature in Freshdesk. 

2
suprabha.somanathan
6 years ago
Contributor
campbellwildContributor

Order of messages within a ticketClosed

The order of messages is very confusing within a ticket.  You always display the initial email first, then you have all the replies from most recent to oldest.  So currently you have this:FIRSTFOURTHTHIRDSECONDIt would be much better to have this:FOURTHTHIRDSECONDFIRSTThe issue is compounded when the initial ticket is created from an email that has several replies in it (marked with *), as this is listed most recent to the top.  In this scenario you currently have:third*second*first*SIXTHFIFTHFOURTHAgain this would be resolved if the initial ticket was at the bottom and newer replies were at the top, i.e.SIXTHFIFTHFOURTHthird*second*first*

63
suprabha.somanathan
6 years ago
Apprentice
rdmApprentice

Auto start/stop timer when working on a ticketClosed

Automaticly start and stop a timer when an agent creates or works on a ticket.

12
suprabha.somanathan
6 years ago
Apprentice
martin_20009Apprentice

Client portalClosed

I have a question, under client portal, am I able to provide my clients with a secure place to view and submit documents and files? A place where my client would login and view files relevant to only them? I could link to Google Drive if necessary. But within the portal I'd like my clients to have their own private area/tab.

1
6 years ago
Apprentice
hairstyledare555Apprentice

How do you sandbox code submissions on programming problem websites?Closed

Hi, A basic online judge on a Unix-based system would use Unix resource limits to prevent the program from using too much CPU time (RLIMIT_CPU) or virtual memory (RLIMIT_AS), from producing too much output (RLIMIT_FSIZE), from accessing additional files (RLIMIT_NOFILE), and from forking (RLIMIT_NPROC). To prevent it from sending signals to other processes, you also have to change its user ID using the setuid system call. To prevent it from using too much real time, set a timeout using setitimer and then kill it if it’s still running after the timeout expires.To be really sure that the program can’t access other files or access the Internet, you can confine it to a jail directory using chroot and place it in a separate network namespace using unshare(CLONE_NEWNET) (Linux only). (You can try unsharing the PID namespace too, but that might interfere with some interpreted or VM-based languages.)To be really really sure that the program is really sandboxed, you can run it inside a Linux container or other virtual environment, though I think that’s probably overkill.

0
Apprentice
6 years ago
Apprentice
careApprentice

Facebook reviewClosed

How can I convert Facebook reviews of our company into tickets. 

4
6 years ago
Apprentice
baptiste.masseyApprentice

Ability to create a custom Agent role with Sandbox management permission onlyClosed

Hi,Only Admin and Account Admin role can manage Sandbox account (create a Sandbox, sync Sandbox with production, destroy Sandbox)We have Agents with permission to manage Service Catalog Items and Workflows, and we would like them to be able to create a Sandbox and sync it without asking to an Admin or Account Admin. But we don't want to give them the full Admin role in Freshservice.Being able to give this Sandbox management permission only to an Agent via a custom role would be very very useful, but don't see that permission in the list when creating an Agent role. Is this something that could be added?Thanks!Baptiste

0
Apprentice
6 years ago
Apprentice
joel.lanzApprentice

Displayname for Product NameClosed

The imported Product Names from SCCM are not Read-friendly. If i change the Product Name the next Import overwrites it.Request: The ability to define a "Name" to the Product and the Product Name would change to a "Manufacturer Product ID" that doesn't change after a import.

0
Apprentice
6 years ago
Apprentice
jabiApprentice

New ticket notification in microsoft teamClosed

Is it possible to get notifications in our microsoft teams of when a new ticket is created? What about a notification in teams based on some scenario, such as an automated rule where any ticket that remains unassigned after 3 days will notify us in teams. 

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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