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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
alisonwContributor

Reply/ Forward but do not include correspondance.Closed

 It would be nice to have a  converse button , Dependant on the final arrival of parent and child  this might solve my problemWhat I would like is a reply button that did not include the content of the orginal mail  and subsequent conversations as we might have happened. Sometimes we have gone off topic and I do  not need to send the earlier conversations, particularly where the users have included multiple screen shoots.  I have to click reply to the mail then delete out all the old text. Basically I  the ticket to hold the new correspondence  but the email out not to include the original conversations.

3
hemanth.ramya
6 years ago
Apprentice
luke.pageApprentice

Enable email notifications for other agents when a ticket is closed.Closed

We are a small team, but aren't physically with each other with some only have access to emails to resolve support tickets and not the Freshdesk portal (long story).Would it be possible to enable the option to email other support members, when a ticket has been closed?At the moment we are having to do it manually which is a pain.Cheers

2
hemanth.ramya
6 years ago
Apprentice
meiyen.longApprentice

cannot create new reportClosed

I have no option to create new report, please assist

1
suprabha.somanathan
6 years ago
Contributor
marc_11439Contributor

Customizing the DashboardClosed

Do we have the ability to customize the Dashboard tab on the Helpdesk?

80
suprabha.somanathan
6 years ago
Skilled Expert
richard.nallySkilled Expert

Add To-Do list or Canned Form in a NoteClosed

Would be very helpful for my team to be able to add a checklist of actions to take on a ticket within the main ticket window. We use a canned response at the moment which needs editing for each action, its clunky and not ideal.We have setup a canned form, however that is not embedded and takes you to another page. We need something clean and easy, editable and something you can come back to as the next stage of the job continues. These checks are predefined for new starters and leavers and we all follow the same process. Possible? I have tried all the tools I can find on the Blossom account but nothing really fits.Thanks

1
6 years ago
Apprentice
miguelApprentice

How to update more than 30 tickets at a time?Closed

Bulk actions only work on 30 tickets at a time, and I need to update 2000+ tickets.Thanks for the help.

5
6 years ago
Apprentice
tevyaApprentice

Asana integrationClosed

Asana.com is has become the heart of our business. Almost everything we do goes through it. If Freshdesk integrated with Asana, it would easily move to the top of our list of potential helpdesk providers.Some other integrations that would be super helpful:- WordPress (sync accounts)- - WooCommerce (sync orders, customer info, customer plan)- - Gravity Forms (easy routing of support requests, etc)- Copy.com (API might still be in beta)

19
6 years ago
Apprentice
graydav1Apprentice

Can you apply an "AND" filter to the list of tickets?Closed

When viewing tickets, I'd like to see my open & pending tickets, and all tickets (assigned or not) in a group. Is it possible to combine filters to do this? Or would agents need to flick between views?

1
Apprentice
6 years ago
Contributor
dmckennaContributor

Mint BOT should not create a ticket with no fields filled out = more workClosed

If it doesn't know an answer it is creating a ticket, this is not good as the ticket doesn't contain enough detail, I want to disable this and instead point the user to create a NEW full ticket forcing them to fill out all the fields we have. Without this feature the Bot is useless to us as it creates more work for the agents not less as they need to have at least 10 fields filled out in our form for us to even help them at all!Please help and redirect them to fill out a ticket instead!! I really want to use this but currently I can't!

4
6 years ago
Apprentice
vaibhavsharmaApprentice

Pin Canned Response on TopClosed

Please add an option to Pin Canned response. Most of the agent reply same mail frequently. So it's best to add Pin option in Canned response so that we can Pin that Response and use that frequently.

2
6 years ago
Apprentice
brunoApprentice

Reduce Cursor Travel in Canned ResponseClosed

I am using Desktop or Laptop  Now  When I want to Reply The Reply Button in in the Bottom Left of the Screen I click that I want a canned reply The canned REply button also appears at the bottom Left Now To choose the canned reply I need to move the browser to the Right side of screen and after that  To Click Send The browser comes back to middle bottom  Now If you can allow us to chose the canned response in the middle  Ideally Inbetween the Canned Response Button on Bottom Left And Send Button on Bottom Middle  It would save lots of time

1
6 years ago
Contributor
adam_14612Contributor

'New email' feature request - comments welcomedClosed

We have multiple support email addresses within our Freshdesk account; each one assigned to a different group.Would it be possible for the default 'From' email address - when sending a new email - to be the support email address that is linked to the group that the agent belongs to?I.e. We have two support email addresses: support@itseeze.com - linked to our 'Support' groupfinance@itseeze.com - linked to our 'Finance' groupOur agent, Joe belongs to our 'Finance' group, but every time he wants to send a new email, the 'From' address is support@itseeze.com. Joe has to (1) manually change the email address and (2) sometimes forgets to do this so replies get sent to the wrong group, resulting in Joe missing them. Please click the 'like' button if you have this same problem or would like to see this enhancement.

1
6 years ago
Apprentice
mciaccioApprentice

Email forwarding stopped after 14-day trial endedClosed

I am on the Sprout plan. Email forwarding stopped after my 14-day trial ended. I went through the forwarding setup stages again. I got my Gsuite email to send a confirmation code as a Freshdesk ticket. I input the code and Gsuite said it was confirmed. I sent a trial email to my support email but it did not forward to Freshdesk. I reopened the confirmation email in Freshdesk sent by Gsuite and clicked a link provided to also confirm. I tested again.I looked through previous questions in the community and saw to check spam. I checked spam in Freshdesk. There were no emails there.The problem solving took half an hour. In that time no tickets I had sent arrived. (It usually only takes about 30 seconds to go from my inbox to my Freshdesk account. What could be the problem? Thanks so much. 

1
6 years ago
Apprentice
r.ballApprentice

Group MessagingClosed

Is it available to send an email to a saved "group" like you can on outlook? Tried to do this a couple of times but can't seem to find the function.Thanks,

1
6 years ago
Apprentice
brbennettApprentice

Email headers are more reliable for OOO detectionClosed

Word matching in the subject line and body of the email to detect an out of office reply is unreliable.Use case:Users creates a ticketThe ticket is worked and closedAn email is sent to the user about the ticket closingThe user sends an OOO replyExpected result:The out of office reply is ignoredActual result:The out of office reply creates a new ticket skewing our metricsIf the recipient email server is RFC3834 compliant a header field will be added "Auto-Submitted" where that field has any value other than "no".  Allowing us to match on email headers would allow for more reliable filtering.  We could eliminate the edge cases where users out of office reply does not contain the words we expect.Parsing the email headers could be useful for other scenarios too.  For example - Web forms could inject specific headers and would be filtered reliably.Example headers from a gmail auto reply Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 7bit Content-Disposition: inline Precedence: bulk X-Autoreply: yes Auto-Submitted: auto-replied X-Gm-Internal: 1 

1
6 years ago
Apprentice
gonzalo.morillasApprentice

Close Facebook Message automatically when the ticket is closed in FreshdeskClosed

As a: Freshdesk user who has integrated Facebook into Freshdesk.I want: that whenever I close a ticket in Freshdesk, the system marks the customer's request in Facebook as solved.So that: I do not have to navigate to Facebook and close the request there actively after I have closed the ticket in Freshdesk. At the moment Freshdesk users have to close a ticket in Freshdesk, navigate to Facebook and, search for the client's query in Facebook and mark it as closed.

2
6 years ago
Contributor
donnyContributor

Russian SPAM influxClosed

Just saw 3,000+ tickets come in via email -- all Russian SPAM.  We have correctly introduced DKIM, etc for our FreshDesk domain

129
6 years ago
Contributor
a.parushevContributor

Using Freshdesk you don't know if your emails are deliveredClosed

I've reported this problem many times, each time the answer was, that it will be planned in the roadmap.I personally consider that this is a HUGE issue. You cannot offer a ticket portal, mainly operating with emails, which does not support notification upon unsuccessful delivery of the email.It just appears as sent. And this is applicable for all type of events - reply, forward, new email. If you make a tiny typo adding the to address in send email or forward email (with contact which is not in your customers lis), you are done. The recipient will never receive it and you will never know.The more frustrating thing is that if you get your email to a certain recipient(s) bounced several times (rejected by the recipient server, you receive an email back with the reason, called bounce), the mail service Freshdesk is using will mark this particular email(s) and put them to their suppression lists. This could be even caused due to temporary configuration problem at your recipient's mail server.After being put on the suppression list, EACH email you sent to those email addresses will appear as properly sent in the portal, but they are actually DROPPED and never reach their destination.And the worst part - you will NEVER know. Freshdesk team cannot give you information about all contacts being sent to the suppression list. You must specifically ask for a certain email address...Dear Freshdesk Team, you will lose a lot of clients (when they realise this fact) if you do not implement receiving some sort of notification that the email was not delivered.As discussed in my support ticket - I do not want you to change the mail services you are using or emails being sent in the suppression lists. This is normal behaviour.If I know that there is problem, I'll contact you and ask if the email is in your suppression list in order for you to whitelist the domain or remove it from there.But now - we are left in the dark.

57
6 years ago
Apprentice
a.vanloockApprentice

Own emailserverClosed

Hello,i have configure out my own emailserver so that i receive emails from my support emailaddress. but it doesn't receive emails from my support emailaddresses.Regards

1
6 years ago
Contributor
martin.huggettContributor

Exporting Tickets conversationsClosed

Hi All,I’m hoping someone will be able to help me as I can’t find anything definitive on this support portal or anywhere within Freshdesk. We have a requirement to export an individual ticket and all the notes and replies within that ticket – it would be very useful if there was an export button on the ticket to allow you to do this. We also have a requirement to do the same thing but with a number of tickets – at the moment when you export tickets you only get the ticket information and not all the content included in the ticket. In my eyes, these are very basic requirements and I’m surprised that this functionality isn’t available. Are there any other people that would have these requirements?

1
6 years ago
Apprentice
max.cochranApprentice

Reporting on email volumes, not just ticketsClosed

I am trying to report on the number of emails we are receiving and sending, but I can only seem to report on the number of tickets. Does anyone know if this can be done and if so, how to do it?

1
suprabha.somanathan
6 years ago
Contributor
sfijnemanContributor

Analytics: Read Only accessClosed

Would be great if we could block 'Editing' in the Analytics module, via a setting in ROLEs.So some Agents can see and modify/create reports, others can only View them

1
suprabha.somanathan
6 years ago
Active Contributor
chris.barkerActive Contributor

Analytics - Text Field WidgetClosed

Hoping I can get some traction on this idea as it would be massively useful to us and hopefully to others too:Our reports typically include a manual analysis of the ticket data. This might be a couple of lines summarising a month of tickets, or a more in depth analysis of trends and specific ticket numbers, with recommendations and insights. We also typically pull in data from other systems (e.g. reporting on disk space usage) and include this in the report.Right now I export the Freshdesk data into Excel and produce the report manually in Word so I can include this text into a single document.Analytics lets me build a report with all the ticket data I need, but does not give me any way to include this 'extra' info not directly related to ticket statistics. This would mean I would have to send the customer two separate documents to include all the info.I'm proposing adding a 'text field' Widget to Analytics so we could just drag the Widget in, give it a title (e.g. Insights) and type the text in. I could drag it to be the full width of the ‘page’ and make it as tall as needed, and add multiple text Widgets to cover all the extra info we need to include.This would make Analytics truly a 'one stop' solution for all our reporting needs. Hopefully others will agree. I have raised a ticket under #5452518.Chris

4
suprabha.somanathan
6 years ago
Apprentice
riyaz.ahamedApprentice

NotificationClosed

I want the notification sound while any ticket is registered or any activity.

1
suprabha.somanathan
6 years ago
Contributor
alessio.fattoriniContributor

Search and report by tagClosed

I tag tickets but i don't understand why this operation colud be useful.I use tags in search box, i can't report by tag.I can only use tag in ticket panel :-\

15
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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