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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
nlayneApprentice

Report show tag breakdownClosed

I know that you can filter the helpdesk-in-depth report by tag, but we need a way to report on the created tickets (in a given time period) and be able to show how many tickets (or percentage) came in per tag.The report would show, for example, if we run it for last month and on Incident type tickets, that 21 tickets were received with printing tag, 5 tickets had application errors, 18 tickets were for password issues, etc.This could be represented as a table or pie chart, similar to the other reports that exist and with the same filtering criteria.

1
suprabha.somanathan
6 years ago
Apprentice
sam.gilliverApprentice

Tag ReportingClosed

On a monthly basis, we need to comapre tickets by Tag.Is there a Report/method within Freshdesk that will extract all Created tickets by Tag?Currently I can only see the ability to filter on an individual Tag.

2
suprabha.somanathan
6 years ago
Apprentice
vitoApprentice

Options for Ticket reports showing ALL of the tags or ANY of the tagsClosed

Being able to show reports based on tag is very useful, but it would be more useful if you can choose how the tickets are narrowed with the tags given. I would like the option to narrow the tickets down by requiring that BOTH or ALL of the tags entered be present on the ticket. Currently the report just shows all the tickets that have ANY of the tags entered.This would be helpful for allowing multiple tags to be applied to a ticket while allowing a report to be as vague or specific as possible.Thanks :)

1
suprabha.somanathan
6 years ago
Apprentice
gsmith_17871Apprentice

Editing the public URL pageClosed

It would be nice if we could stylize the public URL for a ticket. While nice, the public URL page does not match the look and feel our company is going for. In addition, the Ticket Properties section is not formatted correctly. It's currently:Ticket Properties StatusThis ticket has been Closed PriorityLow Assigned toBeth Price  It would be nice if the field names were bold or at least had a colon after the name.             

3
6 years ago
Apprentice
jsouzaApprentice

Give ability for users to filter tickets by type (users, not just agents)Closed

One of our clients who uses our Support Portal requested the ability to filter his tickets by Type.  He would like to be able to filter by Feature Ideas he submitted vs. Problem tickets he submitted.

10
6 years ago
Apprentice
sharad.puriApprentice

fresdesk services issueClosed

 Hi Team,Getting mails on regular intervals for services up and down

1
suprabha.somanathan
6 years ago
Apprentice
meiyen.longApprentice

customise reportClosed

Hi, we are using Blossom subscription. How can we create a customized report to show the number of open, un-resolve cases per agent? How to create another report to show average resolution days to resolve close cases?Thank you.

3
suprabha.somanathan
6 years ago
Contributor
luke_10029Contributor

Limit "Suggest Solutions" to only display solutions that are associated with the customers "Product"Closed

As it works now, suggested solutions appear from any and all KBs instead of only those associated with a customers Product.  This greatly reduces the usefulness of suggesting solutions and potentially can cause our agents to provide incorrect solutions, since we can't easily discern between the solutions being suggested.I.E.  We have 3 different privacy policy KB articles titled "What is your privacy policy?"  As it works now in Freshdesk, we would have to guess as to the correct one to embed in the ticket response.  Or we would have to write each KB article with some product identifier.

4
6 years ago
Apprentice
chgaApprentice

Prepopulate fields from QuerystringClosed

We would like to add support-links to our products, that prepopulates the different fields with information from the querystring.I saw a solution stating that you can do this with the widgets, but I would like this feature for the regular portal aswell.

11
6 years ago
Apprentice
brian.starksApprentice

Dynamic CostClosed

In the service catalog, one of the canned fields is Cost.  What I'd like to do is have that field update as the user completes the form.For example, one of our catalog items is "Printer".  We have four models of printer that we offer with four different prices.  I DO NOT want to have four different services, where the user needs to select which one they want.  I want one "Printer Request".However, once the user selects "Printer Request", I'd like the Cost to dynamically update in real time based on the choices the user makes.  How can I do that?

2
Apprentice
6 years ago
Skilled Expert
mhallSkilled Expert

Increase the times a report updatesClosed

Does anyone else feel that the agent and group report should update in either real-time or as close as it can get to real time? My team's performance is based on the number of tickets they can complete in an 8 hour day. It makes reporting extremely difficult when it only updates once per hour.Can we get this to increase quicker?FYI I'm the Estate plan 

1
suprabha.somanathan
6 years ago
Contributor
freshdeskContributor

Ability to Respond By EmailClosed

It would be extremely helpful if a user could respond to an email received from the system in relation to any ticket by simply sending a reply email and have the system automatically add it to the conversation under the correct ticket number.At present, such a response email creates a separate new ticket.One suggestion for accomplishing this is for the system to check the text of the subject line of each incoming email against the titles of all tickets and, if the subject line contains the word "Re" and an existing ticket number, the incoming email would be added to that numbered ticket and a new ticket would not be created.  The same result can be accomplished manually at present by merging the new ticket that the system creates using the later email response with the original ticket that prompted the response email.

10
6 years ago
Apprentice
henry.wolfsonApprentice

Different Reply templates for different groupsClosed

Hi,The reply template is a great idea. However the various groups within our company require different elements in their template. For example: We currently have the ticket url placeholder in our template, and although most replies we send out need it, some teams do not.It would be good to have the ability to create multiple reply templates which can be assigned to one or more agent group.

19
6 years ago
Contributor
bghContributor

Email CC bug - people in CC gets dropped when agent repliesClosed

Hi.We've got an issue where a user will create a ticket with several people on CC.When our agent replies, some of the CC:ed people are lost.Please see the attached screenshot.And no, the agent has not changed the CC field.

4
6 years ago
Apprentice
kevin.laschApprentice

JIRA Access not working for FreshmintClosed

Why would a company upgrade to Freshmint when they never did a thorough testing on their current application?If the JIRA application is supposed to work seamlessly, why is it broken?

1
6 years ago
Apprentice
cameron.harrisApprentice

Email server IP addresses/hostnames for whitelistClosed

Hello, Our inbound email server keeps rejecting Freshdesk email addresses as it thinks they are spoofs. I don't want to disable spoof protection for our support email, because we do often get incoming spoof email. What I would like is some way of whitelisting the Freshdesk email servers. I have looked at the hostnames, but they seem to be sent from a different hostname each time (I've seen, among others, mail-us37.freshemail.io, emailus.freshdesk.com, mail-us7.freshemail.io, o19.email.freshdesk.com...).Is there a list somewhere of the IP addresses and hostnames that Freshdesk use so that I can upload them into our mail server?Thanks

2
6 years ago
Apprentice
phawaraApprentice

No reply to new emailClosed

 Hello,We're using autoreply to new inbound emails with one email address, but have setup another email address/inbox and don't want any autorespond when new tickets are open -- how can we do this?Thanks!Patrick

1
6 years ago
Contributor
z.sabevContributor

Email sent to customer as ticket reply are lostClosed

This happens multiple times now, but not on every thicket. The customer opens a tickets by sending an emails to support@comapny.com. We see the ticket and answer it via the FreshDesk/Tickets screen using the Reply button. So far we have answered around 1000 tickets this way and it worked just fine. In the last month we are having the problem, that customers do not get our replies via email and they call us and ask why we do not reply. The same customer gets some emails and does not get others. And when we open the ticket we can see the reply, but customers do not see the email in the inbox they also check spam-folder.Is there a way to see what emails has been sent to the customer, some kind of an email lgo? So we can send to the customer to ask him to check their emails?

2
6 years ago
Contributor
sfijnemanContributor

Analytics: a way to move around widgets, across PagesClosed

I have a Report over 2 pages. It would be nice if I could reorder and move around widgets across pages.

1
suprabha.somanathan
6 years ago
Active Contributor
antony.painActive Contributor

Use Team Dashboard as a TV DashboardClosed

Hi All,Team Dashboards is pretty cool. We've connected a raspberry pi to a TV and our WiFi, logged in as an agent and then just "Presented the dashboard" to keep the dashboard open and viewable to the office all the time which people (especially management + visitors) really like to see. However, I've noticed some limitations. Do other people have the same issues too and agree with the suggestions? Let's show Freshdesk we want more from this feature! Feel free to add your own thoughts too1.  Having to login as an agent to view the dashboard is bit of a security risk. -  In my described example (will be similar for everyone else too) you're just a connected keyboard and mouse away from having total access to the agent's FD access. Not good.-  It would be better if you could generate a URL from your helpdesk for a dashboard or something. That way anyone with a smart TV/internet connected device could to that URL and have a read-only view but without any access to the rest of the helpdesk.2.  When a dashboard is "Presented" it doesn't update in real time- We noticed during testing that the dashboard does update whilst being presented but it's not totally up to date all the time and is a but unpredicatable. It needs to be exited/re-presented to have a 100% accurate display again.- When asked, FD told me the intended purpose of the Present button is more for meetings etc than for open/constant use like we have done.3.  There's no control over the autoscrolling between dashboards- We have no way to stop or control the autoscroll between dashboards an agent can view.- When you consider point 2, this automatic scrolling is quite contradictory. If you're in a meeting showing some figures...every 10 seconds or so the screen changes to the next dashboard.

2
suprabha.somanathan
6 years ago
Apprentice
dnightingaleApprentice

Reporting on interactionsClosed

Hi,I'm trying to create a report / Analytics Dashboard to show the number of tickets handled by agent on any given date range. At the moment I can only see date values of tickets created, reopened or closed. I would like to be able to show all ticket interactions regardless of ticket status. Is this possible?ThanksDan

1
suprabha.somanathan
6 years ago
Contributor
bryan.humphreysContributor

Allow more than two time trend widgetsClosed

 It would be extremely helpful to be able to have more than two time trend widgets on a dashboard.  Not sure why this limitation exisits, but hopeful it can be expanded.

1
suprabha.somanathan
6 years ago
Contributor
steve.gossettContributor

Knowledgebase widgetClosed

  Although you have added the ability to see how many times a KBA was accessed when clicking on a main category, I would love to see a KB dashboard widget to show perhaps the top 5 to 10 viewed KBA's, top KBA's used by agents or other basic trends.

3
suprabha.somanathan
6 years ago
Apprentice
erix.gutierrezApprentice

Allow client or customer to access reports analyticsClosed

Hi a few clients have requested in the last weeks if there is a way to allow their clients to access some of the reports filtered so they can see only the info associated with that client.I don't know if there is a way to extend the presentation mode to the clients so they can access their information in the reports when they need to.

1
suprabha.somanathan
6 years ago
Contributor
markus.finsterContributor

Ticket list view with different columnsClosed

 It's nice that you can save filter views.But what's needed to make the list views more useful is the abilitly to *change columns per view*I don't need the same columns for incidents, changes, problems and orders, for example.

0
Contributor
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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