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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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Active Contributor
chris.barkerActive Contributor

Provide Individual Widgets in DashboardClosed

When creating a new dashboard, the widget options are great for showing how the team as a whole is doing, but could we get options to show how an individual is doing, and even have that compared to the average for the whole team? e.g. be able to add widgets that are filtered by 'me' (e.g. the agent viewing the dashboard).So we could have:My unresolved tickets vs Unresolved tickets across the helpdeskMy average first response time this week vs Average first response time this week across the helpdeskSame for things like number of interactive per ticket, average time to resolve a ticket, etc.This would allow agents to see at a glance how they are performing.Chris

1
suprabha.somanathan
6 years ago
Contributor
rebecca_15707Contributor

Allow for scheduled reports to send as CSVClosed

It would be extremely useful to allow users options for format types when setting up scheduled reports. They currently send in PDF; however, for time tracking purposes, this can be painful for users to edit or update as needed. If we could choose to send these on a scheduled basis (like monthly) in CSV is would be EXTREMELY helpful. 

1
suprabha.somanathan
6 years ago
Apprentice
r.vantunenApprentice

monthly schedule for custom report dataClosed

It is possibble to create a monthly schedule for helpdesk analysis , productivity and customer happiness report but it is not possible to create a monthly scedule for a custom report (only daily, hourly and weekly. It would be helpfull if we could also get this report on a monthly bases.

1
suprabha.somanathan
6 years ago
Contributor
adam_18378Contributor

Add billable and non-billable hours to agent performance reportClosed

The "Agent Performance" report is a helpful overview of agents. One thing it's missing that would be useful for us is how many hours (billable vs non-billable) each agent recorded over the reporting period.

2
suprabha.somanathan
6 years ago
Apprentice
sam.davisApprentice

Announcement area for AgentsClosed

There are systems out there that have scrolling announcements in the Agent dashboard area. A nice feature for letting agents know about certain events such as planned system maintenance or even the awesome upgrades that took place with Freshdesk.

16
suprabha.somanathan
6 years ago
Apprentice
sbauerApprentice

Placeholder for Cursor in Reply TemplatesClosed

For a better and faster Workflow it would be cool if there would be a placeholder for the cursor. For e.g. in the reply templates. Because if you have a clean reply template like following:Hello <firstname>,thanks for your reply.<cursor>best regards,xxxxsignatureTHEN it would be cool that if a agent clicks on reply, the cursor is immediately there where i put it with placeholder. So i can immediately start to typing.

4
hemanth.ramya
6 years ago
Apprentice
hayerjApprentice

Dashboards to Scroll on an internal messages screenClosed

Hi we are looking to apply a scrolling dashboard of Freshdesk Statistics. The intention is to have the same “Dashboard” on different tabs, each showing different Groups, as per attached  We have software that will auto refresh the tabs every 5 mins as an example, however the problem we have, is that unless each tab is on a different log in, the auto refresh takes each group to the last selected. For example, after a refresh, the above 3 tabs would all be as the last saved group (image 3 of attached)  How do we allow this dashboard to be refreshed in multiple instances, using the same log in?

1
suprabha.somanathan
6 years ago
Contributor
pete_18598Contributor

Report by customerClosed

Hi. We are on the free sprout plan because there are only two of us. We are looking for a report that we can generate that is a summary of the tickets we have resolved for each client over a quarter. Is there any way to generate this on our current plan? I suspect the answer is to upgrade but thats not an option for us.Thanks

5
suprabha.somanathan
6 years ago
Contributor
sfijnemanContributor

Add Helpdesk-in-debt tickets metrics as 1 WidgetClosed

Would be great if you can add a widget to Analytics with the basic metrics that are available in the Helpdesk-in-depth report.With this we can create a more complete Analytics report.

1
suprabha.somanathan
6 years ago
Apprentice
mchristiansonApprentice

Agent Timesheet AccessClosed

Our agents use time in the system to fill out our formal employee time sheet system. While we hope to one day integrate there are times when an agent would like to see their own timesheet report. Currently only the admins have access to that report.

1
6 years ago
Apprentice
marc.bossuytApprentice

Sprout plan : Outbound email limitationClosed

A FAQ reads as follows :"On the Sprout plan, you can send 30 per day. The limitation will be removed once the account is upgraded."My questions : 1. Does this apply to "Outbound mails" via NEW - NEW email only ?2. Is there a limit to replies (and cc's and bcc's) to tickets ?3. Are replies sent to tickets raised from the customer portal taken into account ? 4. What about the notification mails ?Thanks in advance for your help.Marc

1
6 years ago
Contributor
joel.andersonContributor

Reporting for All CustomersClosed

 I was shocked when I discovered this.I can't run a report for all of my customers at once!Reports are only available for one company at a time?!?-----Here is my situation:-----We are a school district, and we have four school buildings.I am using the "Company" field to assign "Customers" (teachers) to their buildings.Because I can only run one "company" at a time, I can't perform any analysis on the entire school district?!?PS Don't tell me to export all of my tickets and create pivot tables in Excel

3
suprabha.somanathan
6 years ago
Contributor
rodrigo.gonzatoContributor

Advance Reporting / Custom Reports - Like Freshservice ReportsClosed

Hi,My company use both Freshdesk and Freshservice in different departments and for us freshdesk have a big lack of reports but it could be solved if freshdesk had the same freshservice reports capabilities.

2
suprabha.somanathan
6 years ago
Apprentice
dan.ochsApprentice

No Cumulative metrics available in AnalyticsClosed

I'm trying to create a report that shows me a cumulative weekly count of ticket opens vs closes for this calendar year.  Analytics does not seem to support the cumulative aspect of this report, where each week is additive to the previous week.  This is a very common report I've used in the past 7 years in other tools (salesforce service cloud and zendesk) to show the rate at which tickets are being created and closed and their relationship to each other. (Has the count of closes kept up with the count of opens? is the gap narrowing?)For anyone from FreshWorks reading this, the internal ticket I created for this is here:https://support.freshdesk.com/support/tickets/6255088

1
suprabha.somanathan
6 years ago
Contributor
david.barrettContributor

Customer Facing ReportsClosed

Hi Freshdesk has no decent Customer Facing reports that export to PDF well. We would like to see a report added to Freshdesk that has the following Summary of How we performed against all the tickets logged that month for that customer List of Tickets Logged that month with the Subject, First x number of characters from the Body of the initial ticket, last response, date and status. The alternative would be to allow users with access to view all tickets for a company to run a report directly in the customer portal. Cheers David

6
suprabha.somanathan
6 years ago
Contributor
help_17785Contributor

Emoji in email signatureClosed

Hi Freshdesk team,I was trying to add an email signature with Emoji in Freshdesk. But it doesn't seem to support emoji. The content of the signature is deleted when saving.See the video example in attache, if possible.This case can be simulated with Bybrand (email signature manager for Freshdesk). By pasting the HTML signature manually or via API - the content of the signature is removed.Here a example of the HTML email signature with emoji which is removed.Thank you.

1
6 years ago
Apprentice
richard.hoathApprentice

notifications when client contact other than requestor replies to ticketClosed

We are not receiving an email notification when a client contact other than the requestor replies to the ticket.   Any inconsistently do not receive an email notification when the client replies to the ticket.  Notifications are enabled.Any ideas?   

1
6 years ago
Apprentice
edrizoApprentice

Email notifications stoped workingClosed

Hi!I'm still using the freshdesk free account to test it, and noticed that the amil notifications are not working.Emails were working fine until yesterday, but noq nothing's beend sent on any condition.How to solve this?

1
6 years ago
Apprentice
k.kasarovaApprentice

Spam - opened ticketsClosed

Hello, We still have the problem with the unopened tickets. We have this Message Delivery Failure like 10K times. Can you help to close those tickets at once or just delete them if they are not important? Thank you!

1
6 years ago
Apprentice
cameron_13936Apprentice

Ability to BCC with outgoing emailsClosed

Hi,As well as being able to CC customers, could you also add the ability to BCC them as well? It's a good thing not to expose other customers email addresses when doing a maintenance notification, or other mass mailings.

40
6 years ago
Apprentice
luke_20597Apprentice

Support to control prefix for support ticket numberClosed

We'd like to change our support ticket numbers to be prefixed with the current date, format #YYYYMMDD-TicketNo (ie. the 3rd ticket of the day is #20200413-03).This allows us to mask the total # of support tickets are in our support system, only exposing the potential # of tickets we've had created in a single day.

0
Apprentice
6 years ago
Contributor
pfreedContributor

Customizing text in solutions, forums, and ticketsClosed

I would love to be able to wirite this in a ticket:   Just run  %%ROOTDIR%%/scripts/startallThis would save a lot of time over having to look up installation info for each client as we correspond with them.  This would be even more valuable in forums and solutions, where I find myself writing text like this:   Just run  /myproduct/topdir/scripts/startallThis assumes your software is installed in /myproduct/topdir; your system may be different.The customizing could be done by customer segment -- but it would be even more useful to have an easy way to reference custom field values from the company and customer pages.   

0
Contributor
6 years ago
Apprentice
rachel.derryApprentice

Lock down visibility of a Category on Knowledge Base to certain customerClosed

Please make a Category in knowledge base only visible to certain users i.e. select companiesI really need to lock visibility at category rather than folder level

3
6 years ago
Apprentice
kalle.finnbergApprentice

Help widget language recognition (for tickets)Closed

Hello,I noticed that when the customer creates a ticket through the help widget on our website, the customers language is not recognized by Freshdesk and it assigns no language paramter for the customer (if the customer is a new one). If the customer creates the ticket through the support portal, then the language is recognized correctly and Freshdesk assigns the language correctly.We have three languages Finnish, Swedish and English. Now when a Swedish customer makes a ticket through the help widget, he/she is not assigned any language and when we reply to the customer's ticket the reply template is the default one (Finnish) and the form email is also defaul (ending in .fi). Every time we have to first edit the customer -> select the language Swedish for the customer -> change the from email to the correct Swedish one (.se) and change the email template for the correct Swedish one. I contacted Freshdesk support who investigated the problem and told me that it is correct that the widget is not recognizing the languages and they currently do not have any fix for this. Do any of you have this problem or find is as problematic and have anyone found a workaround through the API or some automation rules for this problem? 

0
Apprentice
6 years ago
Apprentice
jordan.weekesApprentice

Conditional Form FieldsClosed

Form Fields that appear/hide depending on the Agent/Group.E.G Users in Group 1 require a custom field to completed before ticket is resolved, but can't set the field as Mandatory as users in Group 2 don't use the same field.This would allow greater flexibility to how different agent groups work on different ticket types.

1
Apprentice
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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