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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
tyler_18345Apprentice

Add a "Secondary Links" color field to Portal Customization for Sprout and Blossom plansClosed

The current Portal Customization screen in the dashboard doesn't allow the user to change the color of secondary links on Freshdesk. The Sprout and Blossom plans do not allow for full CSS customization, so a new field should be added so this color can be changed to match the color scheme the user wants. This is the only color you can't really change without upgrading to a higher plan, and to upgrade for just one CSS class doesn't seem justified.  

2
6 years ago
Contributor
joel.andersonContributor

System Status Alert & Important Message BannerClosed

We are using FreshDesk for internal tech support requests at a school.I would like some capabilities to let our staff know when systems are down or maintenance is being performed.I will list a couple of capabilities that would be nice; since some are easier to implement than others, I would appreciate any combination of the following features: The ability to turn on a System Alert Message Banner that is prominently displayed at the top of the customer portal. It could be used to notify staff of known problems or upcoming maintenance. The background color and text size/color should be customizable. A System Status Tab on the customer portal which lists the status of critical systems. At the top of the page would be space where we could enter a message. Then it would be a grid of "stop light" type colored icons for each of our critical systems. Maybe with a small area for text input to clarify status condition. Technicians would be able to click on a system to change its status. The same as #2 above, but with the ability to dynamically read and update the status of each system based on information coming from a network monitoring app.

8
6 years ago
Apprentice
a.phlepsApprentice

iFrame results in non-clickable area around widget buttonClosed

I've included the Freshdesk widget and realized there is a non-clickable area around the it due to the iFrame. Integration tests showed that there are cases where this overlays other elements (see screenshot). I see two possibilities here:1. Overwrite the CSS styles, reducing the dead area to a minimum2. Write a custom button component that calls the Widget APIs show/hide methodsAny suggestions?

1
6 years ago
Apprentice
everettApprentice

Characters appended to URLsClosed

We've noticed that any attempt to add URLs into Replies to tickets is adding escaped characters at the end.    No matter what we tried today, we could not send a correct link - in the URL (not visible to in the note) the characters %E2%80%8B were added to our link.We attempted in 2 or 3 replies to send a good email, but when we right-click on the URL in the editor and select "copy email address" - the link in the clipboard will reveal these characters.So - our customer, when clicking on our link - cannot get to the page.   We cannot even use the link.   When we type the visible link in the browser, it works, but if we navigate to the page from the FreshDesk editor, the link does not work (apparently because of the invisible escaped characters)

2
6 years ago
Apprentice
rocarrApprentice

Portal header is too large on smart phonesClosed

The portal does not do a good job of responsively adapting my portal logo and name to fit well on smart phones. Below is iPhone 10 screen shot.Portal code should automatically size logo even smaller and size the font size a bit smaller too, so the header doesn't take up almost 1/3 of the vertical screen space.best,Robert

1
6 years ago
Apprentice
mark.winterApprentice

Add comments to the customer fields when customer hovers their mouse over field in submit a ticket formClosed

We would like to add comments  to the customer fields when they hover their mouse over field in submit a ticket form- is this possible?RegardsMark WinterRemoteTechieswww.remotetechies.net

3
6 years ago
Apprentice
guillaumeApprentice

Get public url for ticket directly in the ticket.Closed

Could be interesting for me to be abble to give a public url of my ticket some time.I don't want to allow all my ticket with public url, juste some.It's just a link in my dashboard like : "get the public url".Basically I create a "report ticket", where I give my timesheet to my client.I would like give him an public url for share with his team.Best regards.Guillaume

6
6 years ago
Contributor
martin.huggettContributor

Amending article feedbackClosed

Hi everyone,When someone selects the negative vote on one of our articles, it'll show a feedback container but I can't see how we can change any of the words in that container or where this is sent to (we're thinking of sending this to an external email address).Is anyone able to help out?Thanks

2
6 years ago
Contributor
s.woodrowContributor

FreshConnectClosed

Is there any way that FreshConnect could be configured so that you have the option to exclude any private notes when conversing with a third party.There are occasions where it would be helpful to discuss a customer issue with a third party but they do not need to see some of the internal team discussed we have had.

1
6 years ago
Apprentice
nicole.sackinApprentice

Why can't I see Opportunities in the Salesforce section of the Contact Details panelClosed

Hello,We just started a trial of FreshDesk and we have tested the Salesforce integration.I am an Admin in both systems and set up the integration.  I added Opportunity to the Settings. However, I am only seeing Account and Contact Name or Lead Name on the Ticket.Does anyone have any suggestions?Thank you in advanceNicole

1
6 years ago
Contributor
jamied_18978Contributor

RingCentral Integration with FreshDeskClosed

Are there plans to improve the integration with RingCentral? The current integration isn't a great solution and requires a technical person to actually do the integration. We should have to install and use a cURL Command Line to integrate applications, especially since this has to be done for every FreshDesk user. 

2
6 years ago
Apprentice
vpictonApprentice

Filter and Delete by email senderClosed

I know somebody has previously asked about deleting a lot of tickets that were spammed, but I feel the lack of means to properly manage this is a serious security vulnerability. We have just had 2,000 tickets created by a system that we manage, whose smtp connector was not functioning for some time and therefore backed up email. But the reality seems to be that anyone could just create a serious DOS attack by simply applying an smtp load on our freshdesk account; or have I missed something?I think there should be a] the ability to trap an obvious abundance of emails, rather than creating a related abundance of tickets and b] to be able to filter on sender/subject or the like so that when such a thing happens it can at least be managed properly.  

0
Apprentice
6 years ago
Apprentice
cbauerApprentice

Feedback Widget per productClosed

 Hello,Is it somehow possible to create a feedback widget with a hidden preselected product?I have multiple online portals and I need to determine the source of the request based on the portal. (Portal = product).Is there a way to customize the feedback widget per product?Thanks for your reply!

2
6 years ago
Apprentice
corinneApprentice

context sensitive helpClosed

Does the knowledge base support context sensitive help for web-based software applications?

6
6 years ago
Apprentice
lhiApprentice

multi-language for submit ticket formClosed

We want to offer multi-language support to our customers and wonder why the submit ticket form is not providing multi-language. From my point of view, multi-language is not just a topic for some parts of Freshdesk, but all - including the ticket form as well.

8
6 years ago
Contributor
webmaster_15688Contributor

Current Freshdesk themeClosed

Hi,is it possible that Freshworks uploads the new theme that Freshdesk is currently using for their Support Center?I can only find the old theme and I like the new one.RegardsRafael

1
6 years ago
Contributor
steveContributor

Todo TemplatesClosed

The todo list is a fantastic implementation at the moment.But a little addition will make it streaks ahead of the competition.1. Have an area in the ADMIN section that allows administrators to "ADD Todo Templates" 2. From the Solutions tab when you EDIT a solution an agent can select one or more Todo Templates. 3. The Dispatchr would have an ACTION that was called "Set Solution to" this would pick a solution based on the criteria entered. 4. The templates would only be part of solutions. This would stop confusion and using the WRONG todo list template to often. If there is thought put into which solutions the checklists are used on then agents will have less chance of picking the wrong todo template.5. As the todo item is ticked an entry is added to the conversations as a Private note.. (ie The Todo Item: "Set this VPN Up" has been completed by Steve Shepherd on 13 April 2012 at 8:13pm 6 days ago) AND then if an agent UNTICKs the todo item it also puts and entry in the conversations for the ticket "The todo item: "Set this VPN Up" was un-checked on 19 April 2012 at 4:15pm 4 hours ago)

13
hemanth.ramya
6 years ago
Apprentice
pitoApprentice

Custom tickets for each ProductClosed

Really needs to happen:Product 1 may have 20 fields that are not applicable to product 2.

23
6 years ago
Apprentice
mahmoud.elsawahApprentice

Create Notification templates like in FreshdeskClosed

Hello we would like to Create email Notification templates like in Freshdesk

0
Apprentice
6 years ago
Apprentice
marcel.wundrichApprentice

Widget for Chat and Ticket submissionClosed

It would be awesome if the seamless Freshdesk and Freschat integration (for agents) can also be seamless for customers. At the moment, if you want to offer live chat and ticket forms to customers, you need to use two separate widgets.A lot of other providers offer to use a single widget (e.g. HelpScout and Zendesk) that makes the customer experience much nicer with just one widget :) 

1
6 years ago
Apprentice
morado.noelApprentice

Adding video linkClosed

Is there a way to add a video link/tips on our customer portal to help clients in signing up or logging in to submit a new support ticket? If yes, how do we achieve it?

1
6 years ago
Apprentice
stevenvanderwijkApprentice

customize activation pageClosed

Currently, you can customize most of your portal's pages but you cannot customize the user activation page.It keeps FreshDesk's branding style and is even not very pretty if your logo is dark:Expected Behavior Description:It would be great if, depending on your license like the for the other pages, you could:Apply the colors defined in the "Color & font" tab of the "Portal Customization"Apply the CSS code defined in the "Stylesheet" tab of the "Portal Customization"Be able to change the entire layout in the "Layout & pages" tab of the "Portal Customization"

1
6 years ago
Apprentice
beverly.hiltonApprentice

Default Ticket view for Product PortalsClosed

Hi, It would be great if we could default the ticket view to filter on the product which would be specific to the product portal that the agent/user is logged in to.

1
6 years ago
Contributor
markus.finsterContributor

Multi-sort on list viewsClosed

 Would be great to be able to sort a list by multiple criteria, like, Priority AND last updated.

0
Contributor
6 years ago
Apprentice
bwatsonApprentice

Stop creating duplicate tickets when a new cc:d person responds to a threadClosed

I know this is a known issue, but it is so frustrating that duplicate tickets are created whenever someone is added as a new cc: in the middle of a thread and responds to the ticket. The new ticket contains the original ticket subject line. Why can't this new reply end up in the same thread? This is causing serious confusion from clients who cc: an email distribution list when someone on that list replies. We spend a lot of time manually merging these tickets when the original ticket information is clearly part of the subject. This also makes it difficult to see at a glance which was the last message in the conversation. Is there any hope that this will be resolved in the near future? For my team, it is the single most frustrating aspect of using Freshdesk.

4
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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