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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
mindreyContributor

Additional features for Parent/Child ticketingClosed

Just tested the Parent / Child ticketing as described in the blog.  Would be great if the parent ticket could also show an aggregate of all time entries associated with it (for total hours put into the child and parent tickets).Also, the parent/child tickets don't allow the merging of tickets, so if additional tickets come into play for a child or parent ticket, the only way you an associate it is by adding a hyperlink to the new ticket in the notes of the child or parent ticket.  Would be more efficient if we could just be allowed to merge tickets with the parent/child.

15
6 years ago
Apprentice
edmundoApprentice

Freshdesk Mint integration with FreshbooksClosed

Do you plan to incorporate Freshbooks integration into Freshdesk Mint. I am currently evaluating Mint, previously I used Freshdesk classic and one of my favorite features was the Freshbooks integration. I am also interested in the GotoAssist integration. Best regards, Edmundo

50
6 years ago
Contributor
matthijs.lokContributor

Wordpress PluginClosed

Hi,As Wordpress is the most used CMS in the world, it would be nice to have a plugin/contact form where people can post a question directly with the api into Freshdesk. 

19
6 years ago
Apprentice
alexandre_12085Apprentice

Asterisk Phone IntegrationClosed

Hey,Would be great if we can use the existing strutcure of Asterisk with all the Fresphone features. Do you have any plans to integrate with this tool?http://www.asterisk.org/Thanks.

10
6 years ago
Apprentice
martin_12206Apprentice

Integration with SlackClosed

Hi!Do you have any plans on integrating Freshdesk with Slack? What I would be interested in is to have notifications about new tickets and ticket state changes pushed to a specific channel from which you can open it in Freshdesk. I saw another feature request open about notifications however there were no mention about Slack there.Cheers!

81
6 years ago
Apprentice
support_20491Apprentice

Freshdesk and Teamwork ProjectsClosed

Has anyone here tried integrating Freshdesk with Teamwork Projects? I've been trying to integrate them via Zapier but so far it doesn't work. What I'd like to work on is this:If a note has been added on a ticket, that note should be added on Teamwork as a new task comment. Any idea on how to accomplish it?

1
6 years ago
Apprentice
sbauerApprentice

Theming: Add template for user profileClosed

It' funny, because everything could be themed and customized, but the only thing that is missing is the user profile. So if you use 100% customized portal (as we do), you have 99% customized and working very great, but profile is in default freshdesk style :) So please add the template for the profile

2
6 years ago
Contributor
marioContributor

Disable main helpdesk public portalClosed

For some reason it may be more useful to manage all your channels with your multiple products or maybe use the whole software as an email receptor - no portal at all. The hability of disabling the portal would be great, replacing the landing page with just the login form for the staff and admins.

8
6 years ago
Apprentice
mike_14018Apprentice

Customize CSS for Feedback Widget FormClosed

I would like to be able to customise the appearance of the feedback form widget to make it consistent with the styling of the support portal and also remove the unfortunate scrollbar on the iframe. This cannot be done easily as the content is within an iFrame so we cannot target it with CSS from our customization area. Can you please advise on best practices here. Cheers

25
6 years ago
Apprentice
michal.aniolApprentice

Add attachment in my form for customersClosed

Hi, how can I add to my form for the customer attachment field? Nowhere do I see. I need customers to adding attachments, attach files, for the my customers....thank you

4
6 years ago
Apprentice
humberto.santosApprentice

view ticket without logging in.Closed

Hi, Is there an option to create a ticket and view the status without login in? Someone who has no email address. I know it's rare but we have old people coming to our store. Thank you. Humberto

6
6 years ago
Apprentice
steve.wilhiteApprentice

Customization of the Sign Up formClosed

I'd like for new users to be able to fill in the Company Name field in the Sign Up form (ideally with the ability to make the field a drop-down or auto-complete with field validation).As far as I can tell, this is the only way we'd be able to create an effective Dispatch'r automation using the Company Name field as a criterion.

8
6 years ago
Apprentice
ranjith08febApprentice

Using canned response via reply APIClosed

I am trying to reply to a ticket with a canned response that has attachments.The content with placeholders is not dynamically resolved and the attachments are not included. 

1
6 years ago
Apprentice
alexis.philippeApprentice

Translation of "Canned Responses"Closed

We already have the ability to translate notification emails in the productivity section of the admin portal via language tabs. This options isn't available for canned responses and requires us to duplicate canned responses for every language.

13
6 years ago
Apprentice
wushuangApprentice

How to hide customers email from agents?Closed

We use Freshdesk for customer support. Anyone know how I can hide customers email address from agents?

5
6 years ago
Apprentice
alan.deikmanApprentice

Can Freshdesk serve as a SAML Identity Provider?Closed

I am developing a web application that is hosted on a separate server that uses the Freshdesk API.   Is there a way (such as SAML) for my web application to allow users to log into my application using their Freshworks credentials?I notice that Freshdesk can use a third party SAML authentication, but I think I need the opposite.

1
6 years ago
Contributor
marc.turnerContributor

Times New Roman is the default font?!Closed

Okay why is the font of replies to Times New Roman? It has to be the ugliest most despised font (apart from comic sans). We are actually getting cutomers comment on how ugly the replies are. Can we PLEASE have the default font set to (arial, helvetica, sans-serif)

56
6 years ago
Apprentice
joe_20212Apprentice

Inbound email - Ticket associationClosed

Is there a way currently, for a user to email the freshdesk ie: helpdesk@blahdeblah.com and if they put, in the Subject line or Body, a Ticket reference ie: #1244, freshdesk can move the inbound email into the existing ticket number? Cheers!

1
6 years ago
Apprentice
john_15576Apprentice

Disable Outbound Emails from FreshDeskClosed

I like the idea of using FreshDesk.  However, I don't like how all the automatic emails go out to my customers, auto-replies, new ticket creation notifications, new customer emails, and other emails coming from FreshDesk to my customers.  Can I disable that feature?  I'd love to continue using Gmail as-is - but record all the communications in FreshDesk, too, so my other staff members can monitor and act accordingly under their support email address via Gmail.   Is this possible?

1
hemanth.ramya
6 years ago
Contributor
robert.haerkensContributor

Send email to group of users / contacts / listClosed

I would like to inform a group of users of scheduled maintenance. It would be great if we could create groups of contacts and send them email. Or maybe select an organization in stead of a contact, and sent to all members.That way, if they reply, we automatically have them in Freshdesk.

6
hemanth.ramya
6 years ago
Contributor
stefan.melisContributor

Priority of E-mail coupled to Priority TicketClosed

A feature I would like to see in Freshdesk is that the priority sent with e-mails is coupled to a Priority in Freshdesk. In outlook it is possible to attach a priority to an e-mail, like "high importance" and "low importance". To my knowledge, freshdesk does not take this parameter into account. It would be nice to assign this priority to a priority in freshdesk. 

4
6 years ago
Apprentice
mhauptmanApprentice

I am not getting email notifications when a note is added by another agentClosed

When I am sending a note to another agent, I do not get an email notification when they respond to that note. How can this be fixed?I am not seeing where I can adjust my notification settings.

1
6 years ago
Apprentice
siksniusApprentice

Option to NOT send emails to agents on closed/resolved ticketsClosed

We would like to see an option/feature to Update Ticket/Close Tickets etc without any Notifications to Agents/Users etc.Since Freshdesk currently does not permit a 1-click Close/Resolve when an agent can resolve on the initial contact, they must answer the customer, click "Send and Resolve" then make the proper status/group/product/agent assignments on the right of the ticket.   Freshdesk will then generate an additional ticket to that agent which is nothing more than useless e-waste to fill up the agent's email box.This is particularly painstaking when performing a weekly audit of support tickets and after a few days go by an a closed ticket needs to be reassigned to the proper product group - yet another ticket goes out to an agent with no indication that the ticket is closed and no action is required.   It is time consuming and unnecessary.What I would like to see is at least an option to turn off emails being sent to agents on closed and or resolved tickets.   Anyone else care to weigh in on this? 

9
6 years ago
Apprentice
keith.normingtonApprentice

Recipient Notifications for new tickets not being receivedClosed

Hiya Im really new and "green" to Freshdesk, every thing looks great so far... well appart from Recipient notifications Steps working :1. I am able to send emails to Freshdesk and can see them logged ok2. I am able to reply to these, and they are received by the initiator I have ensured the notifications are enabled in the admin >email_notifications > Requester notificationsUnfortunately the end user doesnt get the automatic response saying "Thankyou for logging a ticket its been assigned ticket # etc etc"End user also doesnt get notified of ticket closure Any help would be gratefully appreciated !

1
hemanth.ramya
6 years ago
Apprentice
daniel_16900Apprentice

I can't connect Freshdesk with a Office365 company emailClosed

 A client use Office 365 connected to his Active Directory Domain server.Freshdesk can't connect to download and to send messages. I think the problem is STARTTLS protocol.I have configured succefully the account in Thunderbird with this parameters:Incomming server:Host: outlook.office365.comPort: 143Login: PlainSecurity: STARTTLSOuting server:Host: smtp.office365.comPort: 587Login: PlainSecurity: STARTTLSIf I set security to SSL/TLS in thunderbird not working.We need to add STARTTLS support to Freshdesk.

2
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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