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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
igreenhalghContributor

Time Sheet - Add "single text" fields to available columnsClosed

We have a ticket field called "charge code" that we'd like to see next to hours logged by our agents. Currently, the Time Sheet Summary report does not allow adding free text fields to be selected as columns. Could you please add this as an option?

2
suprabha.somanathan
6 years ago
Apprentice
patrick_18006Apprentice

360° view on customer reportingClosed

I want to be able to have for some specific customer per customer an overview - dashboard :- number of solved tickets - did we meet the answer SLA- did we meet the resolve time- number of open tickets- product repartition of tickets.Basically it come down to a quick view for a customer to discuss the company performance on support.  It seems that there is nothing in this area so I am a bit surprised that we are the only ones ..

2
suprabha.somanathan
6 years ago
Apprentice
markApprentice

Can I assign a ticket to more than one agent?Closed

I know I can switch views to see other agents tickets, but when sharing a task or project I would like to make the task visible to 2 or more members of the team, that way it is more visible to them ie shows up in their default view.

5
6 years ago
Apprentice
kr.aamodtApprentice

Add several agents to the same ticketClosed

It is quite common to have two or more agents working on the same ticket together. This is currently not possible in Freshdesk and it's a big annoyance for us. We only recently started using Freshdesk, and I'm afraid this might become a deal breaker for us. Any hope that this will be implemented soon?

4
6 years ago
Contributor
nmolletContributor

Add note to IP whitelisingClosed

Hello,Our company uses "IP whitelisting" on Freshdesk and we must authorize every application/website/server that is connected to Freshdesk.We now have more than 20 items: it would be very useful to add a note, next to the IP range, to help remember what is the IP about.It is possible?Kind regardsNico

1
6 years ago
Apprentice
erikdominguezApprentice

Ticket doesn't generateClosed

I've configured my Outlook account to forward all incoming messages to the address that Freshdesk assigned me.Outlook is currently forwarding all incoming mail to the correct address, i've checked in the "SENT" folder. The problem is that it doesn't create new tickets, it just won't show up in Freshdesk.If I send a direct e-mail it does create a ticket, but when it's forwarded it doesn't.I'm having this problem with outlook, using the Office 2013 version and with hotmail (online version), I created a gmail account and it works... I don't know if there's something extra to check when using outlook 2013Please help

1
6 years ago
Apprentice
emerentiana.meicyApprentice

Failed to enable Linked ticketsClosed

Hi,I think the Linked Tickets feature is pretty cool and I'd like to try it. My plan is Garden, but when I tried to enable Linked Ticket feature by clicking the toggle button, it gave me error that says "Failed to enable Linked tickets". Can anyone figure out why this happen and how to enable Linked Ticket?Thank youMeicy

1
6 years ago
Apprentice
arthurApprentice

Time Sheet calculation in Customer PortalClosed

Integrate the time sheet calculation into a customer portal. That the customer can view the total time of each ticket.

8
6 years ago
Contributor
johannesContributor

Hidden fields in feedback widgetClosed

There should be a way to define hidden fields in the feedback widget.At the moment you can add custom fields to trough: Admin > General Settings > Tickets fields. But it is not possible to add hidden fields.Field properties: Added to feedback widget as <input type="hidden"> Not visible or editable by end user Not visible on the ticket page by the end user Can be populated with application data in the feedback widget with this method https://support.freshdesk.com/support/articles/154064-pre-populating-feedback-widget I would like use this to pass some data about the customer with support requests trough the feedback widget on out website. For example their customer id and current subscription plan. This data should be visible to the support staff but not the customer.

17
6 years ago
Contributor
frank.buergerhoffContributor

Deposit articles in the Knowledge BaseClosed

Hi,We have a problem when adding articles to the Knowledgebase. There is a difference between how it looks in the agent portal and the customer portal. It seems that the editor dosen't work. We have different typefaces and -sizes and text paragraphs within an article.  What we already tested: - copy text manuell in the windows editor before - typing the content manually - use button “clear formatting”  It didn't help. The error still occurred. It affects all written words. Whether in the knowledge base or in our default text. Wherever we want to use the editor, we have problems with the formatting. It seems our code view contain <p> and </p> tags in the content of the HTML. But we don't know why the wrong characters appear there.Thanks for help!

2
6 years ago
Contributor
pontus.darsboContributor

Bulk delete tickets with specific search referenceClosed

Our user case is that we want to be able to bulk delete all tickets that reference to a specific search term in the search field (see attached file)Is there any way to do this?

4
6 years ago
Contributor
sarah.vandegoorContributor

Allow the customer to set a ticket to "Resolved"Closed

The customer can set a ticket to "Closed" while the agent can set a ticket to either "Resolved" or "Closed"Why can a customer NOT set a ticket to "Resolved"?In my opinion, that would make more sense because "Closed" is considered a final step. I think in most cases a ticket could be closed automatically a while after it was set as "Resolved" either by the customer or the agent. Ir would be great if the customer could decide himself that his issue is solved.

2
6 years ago
Apprentice
jamiekendallApprentice

Ticket Templates To and CC E-mail FieldsClosed

Hello,I have just started working at a new company that use fresh desk, i previously used Zen desk. They have tasked me with investigating ways to make logging tickets more automated. After some research i have discovered  and configured ticket templates and canned responses.We have setup some example ticket templates but we would like the template to also populate the contact field and add a cc.I cannot see an option for this in the ticket templates, is there anyway this can be done?Thank you.

6
6 years ago
Contributor
kevin.brennerContributor

Additional Mappable AD Attributes for SAML SSOClosed

 We've just implemented SAML SSO using our Azure federated domain.  As of now the only fields that are pulled when a user logs in are: First Name Last Name Email Realistically this isn't enough.  For automation, security, and other features to function the user must have a Department and Manager.  Additional fields that would make our HelpDesk analysts' job easier include: Phone (Cell and Office) Office (Location)

15
6 years ago
Skilled Expert
geirmundSkilled Expert

Make all email notifications portal specificClosed

Hi,Nearly all email notifications are portal-specific. Some, however, cannot be configured - an example is the 'New Activity' message. With a distributed set-up of Freshdesk, where the top-level portal is not in use, these messages become a problem. When an agent clicks the link in such a message, it takes the agent to the top-level help desk rather than the group the agent is a member of.My proposed solution would be to add the remaining messages to the Email Notification area in Freshdesk, perhaps under their own section.Best wishes,geirmund

6
hemanth.ramya
6 years ago
Contributor
danielbContributor

Use Placeholders in New Ticket TemplatesClosed

 It would be very helpful if we could use placeholders in New Ticket TemplatesFor example:Subject:  Quote # {{Ticket.ID}}Thanks,Daniel

3
hemanth.ramya
6 years ago
Apprentice
steve.reynoldsApprentice

How are resolution time being calculated for SLA and where can I output this metricClosed

HiI have a ticket where the "resolution time in hours" reported using Helpdesk in Depth reporting as 197:12:09This just looks like"resolved time" - "created time" - correct?My SLA is set to 3 hours and Freshdesk is including this as a "Pass"Question 1) How does Freshdesk calculated the SLA resolution time that is uses to define whether this is a pass or a fail based on the associated SLA calculated?Question 2) How can I report on this same  SLA resolution time i.e the value being used by Freshdesk to compare against the SLA as it is obviously not the "resolution time in hours"Thanks Steve 

1
suprabha.somanathan
6 years ago
Contributor
shivakant.pandeyContributor

Schedule report format in CSV/ExcelClosed

Folks, As of now the scheduled reports are sent only in PDF format. This is useful only when Freshdesk tries to build reporting ability that can be highly customized. Until then could you please add an option to send the schedule reports in CSV or Excel (both would be awesome)

3
suprabha.somanathan
6 years ago
Apprentice
rob_18893Apprentice

Error - Sorry! You cannot send more than 5 emails per day per accountClosed

Hi I am trailing Estate right now and just go this error message - Sorry! You cannot send more than 5 emails per day per account.

1
hemanth.ramya
6 years ago
Apprentice
kycaApprentice

Block agents from creating personal canned responsesClosed

It would be great if there was a way to block agents from creating personal canned responses.  We want the manager to be able to approve the responses but there is no way to block agents from creating their own.

2
6 years ago
Contributor
daniel.herrmannContributor

New Email: pull out all emails associated with a company in a single clickClosed

Hi,I would like to add a company name under 'New Email' and pull out all the emails associated with that company in a single click.In our case this is for distributors to be in copy of the emails, for instance.Hopefully this will be possible in future as this would avoid having to add every email address individually.Thanks for the support.

1
hemanth.ramya
6 years ago
Apprentice
julianeApprentice

Report - time since last public note or replyClosed

I would like to get a report that shows days since last public response or reply by an agent on a ticket.This is to identify the tickets that require attention from agents because the customer would have not had any update from an agent since e.g. 14 days or more. 

1
suprabha.somanathan
6 years ago
Apprentice
russell.gillApprentice

Reporting by Ticket SubjectClosed

Hi all. It would be good if I could pull reporting for tickets that have the same subject. To put this in to context, we send out a marketing comms to all our customers, and they reply to the original email so the subject field is the same. Can I report like this currently as it would be a really easy way to track responses to marketing campaigns for small businesses.

1
suprabha.somanathan
6 years ago
Apprentice
toniaApprentice

Changing default email address when creating a new email.Closed

Hello,I often use the "New" dropdown at the top of the screen to start a new email. However, when I do that, the "from" email defaults to another team's email and I have to manually select the correct email address, which I often forget to do. Is there a way for me to default this email address to the one that I need to use?Thank you!Tonia

3
hemanth.ramya
6 years ago
Apprentice
leslie_17539Apprentice

Filter Ticket Reports by Customer FieldsClosed

It would be extremely helpful to filter the default ticket reports (such as Help Desk In-Depth, Ticket Volume Trends, and Agent Performance) by custom Customer Fields. For example, we have a custom Customer Field for Contact Type. It would be very useful to track ticket volume and response times for tickets submitted by customers with a certain Contact Type.Currently, our only options are to filter by Ticket Field or by individual requester.

2
suprabha.somanathan
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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