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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
ttubbsContributor

Link to Contact Details from Members List on Department/Company Details PageClosed

This is hardly an important request but more of a "would be nice to have".When viewing the list of Members on the Department / Company Details page, it would be nice if the Contact Name linked to the details page of that particular Contact.In my case, it's one of those situations where I'm trying to find a particular contact but can't remember their name or exact spelling but I know they're part of a department / company. I go to the company page, find them, and then have to search for their email address. Having a link would save a couple of steps.Again, far from important but would be nice.

0
Contributor
7 years ago
Apprentice
matt.larsenApprentice

Change saved data pop-up "toast" to not cover the navigation bread crumbClosed

It would be nice not to have to click to close the "toast" pop-up that you get every time you save something.  It covers the navigation bread crumb.  I'd prefer it go away after a second or two or show up somewhere else.  See attached screenshot.  

2
Apprentice
7 years ago
Contributor
adam_14612Contributor

Not seeing ticket when repying and forwardingClosed

Would it be possible for the reply element to remain fixed to the screen? It is not possible to see the reply being composed side-by-side with the previous messages. We often receive complex requests with multiple points to reply to, and in an e-mail client we can just slowly scroll down the previous messages while entering a reply in a separate window. Constantly scrolling up and down while composing a long reply wastes a significant amount of time. 

0
Contributor
7 years ago
Contributor
support1Contributor

Dynamic URL in email notificationClosed

Hello, Need you help.As for now , I can add dynamic URL to email notifications, and it looks like this:    Is it possible to add a hyperlink instead ? Same as it set on the note added when a ticket is merged:    Thank you!Avital  

0
Contributor
7 years ago
Apprentice
sun.pingApprentice

Request to make users be able to edit topic.Closed

When our users use the forum of freshdesk, we found the users couldn't edit the topic.However, one of products that we are using presently, SocialCast, support the edit functionality.And we are considering use freshdesk instead of SocialCast.So we are really appreciate that if you could add the edit functionality to freshdesk in the future.Could you consider about it?

0
Apprentice
7 years ago
Apprentice
mahmoud.elsawahApprentice

Freshdesk/Scrumwise integrationClosed

Hello I’m trying to figure out how to sync my freshdesk and Scrumwise accounts via their API. I need a basic sync, ie when a ticket is put in level 2 in freshdesk it is synced to Scrumwise backlog and the status, the comments of the backlog are synced back to freshdesk when added or changed. I have some coding experience but i need some little pointers as I never worked with any API I read the support FAQ, and I get the idea, but I would appreciate a general explanation.

3
7 years ago
Apprentice
a.tolleyApprentice

DocusignClosed

Hello,Freshservice appears to integrate with Docusign but not Freshdesk. I can't actually see any digital signature platform with integrations not using something like Zapier.It would be great to be able to send contracts/agreements to customers using Freshdesk and then monitor this with the webhooks as to the status of the contract.I haven't seen how the Freshservice integration works, but this would be useful in Freshdesk too for our customers to agree terms/contract before continuing with assisting them.Thanks!

1
7 years ago
Contributor
guillaume.leroyContributor

Catalog services - settings to only accept email adresse as an answer in a questionClosed

Hello, In the forms in the service catalog we ask user to write their email adress (and only email adress) unfortunately 15% of users are not writting exactly an email adress. Sometimes they write : Here is my email adress : ...@...Is it possible to force the user to enter only an email adress ? This would be really nice for our cases ! Regards,

5
Contributor
7 years ago
Contributor
rodrigo.pereiraContributor

BCC on iOS appClosed

Hi guys,I noticed on the app that BCC is not automatically filled with the BCC I have defined on the service administration.Thanks.

3
aravind.sundararajan
7 years ago
Apprentice
a.tolleyApprentice

customer approval/agreementClosed

Hello,I am looking for a way for our customers to positively agree to our terms before continuing to assist them.An example would be a automated email that sends them our standard terms (using a automation rule) and they can click a button to agree which changes the status of the ticket or similar. Very similar to the satisfaction survey in that a one click interacts with freshdesk.I appreciate we could do it as "just reply with yes" but I was hoping for something neater which we could extend.Any ideas appreciated!

0
Apprentice
7 years ago
Apprentice
melApprentice

How to change the "Your ticket has been created" message?Closed

After the user submits a ticket, on the next screen at the top in green is a message: "Your ticket has been created". How can I change this message? Thanks Mel

6
aravind.sundararajan
7 years ago
Contributor
jamie.michalContributor

Hide Tickets from Customer PortalClosed

I'd like to be able to customize the default theme so that only Solutions & Forums are displayed in the portal.

5
aravind.sundararajan
7 years ago
Contributor
pmesritzContributor

Setting only designated contact to be able to open tickets but still allow forum / idea / solution accessClosed

We would like to use the forums / idea exchange in a way that any person can access those through a login, however we only want a specific set of individuals to be able to log a ticket. Our contracts have specific designated contacts (superusers as it were) and their end users will want access to the forums / solutions / ideas, but we also don’t want them to be logging tickets.

2
aravind.sundararajan
7 years ago
Apprentice
tellerstarseedApprentice

Make the Home and Solutions pages different.Closed

I know you have to have the Estate plan to customize the Home page. However, I think Freshdesk can provide a much better user experience if the Home and Solutions pages did not have the exact content on them in the lower tiers. There is not even a purpose of having the two pages currently, as they are exactly the same. The Home page by default could have ticket analytics (# of current open tickets, # of resolved tickets) and maybe a some company info?What do you think?

6
aravind.sundararajan
7 years ago
Contributor
tloContributor

Restrict user accessClosed

Today, a registered user will have access to both Solutions, Forums and Tickets.We would like to see a way of customising user access based on user type.For example:- Anonymous: Should have access to read forums- Registered user: Should have access to read/post in forums, read solutions- Registered user which is in some way approved by an agent: Access to the above + access to ticketsThis will solve letting paying customers having access to the actual support system, and other users having access to the "Community" part.(I see that it is possible to customise an Agent's access to the different Freshdesk features, but not the most important thing; the users.)

9
aravind.sundararajan
7 years ago
Contributor
marioContributor

Widget/product associationClosed

There should be a way to program the widget so that when it is displayed on SiteA.com it relates automatically with Product A. For what I can tell, all incoming messages from widgets cannot be differenciated from where the came.

5
aravind.sundararajan
7 years ago
Apprentice
jahnellasApprentice

Ticket Count per ViewClosed

Hi there, is there a way for us to view the number of tickets pending in each folder/view? Aside from the ticket count we have on the upper right toolbar once we open the View folder, it would be best for us to have a quick count overview.Thanks!

1
aravind.sundararajan
7 years ago
Contributor
len.smithContributor

Add a new "Publish Only" Agent Role only for Solution AuthorsClosed

Please consider adding a new Agent Role called "Publish Only" to which an Agent can be granted and this limited permission would only allow that Agent to creation/maintain Solution Articles and create, edit, remove or moderate forums.  This proposed role could not be used in conjunction with other Roles. Given that the Role would be extremely limited in scope and no classic Agent actions can be performed, I would ask that there be no subscription cost incurred for a user in this Role.  To prevent any abuse of this role, you can limit the allowable number of agents in the "Publish Only" role based on the version of FreshDesk in use.

0
Contributor
7 years ago
Contributor
len.smithContributor

Allow Agents to publish Articles or Topics on behalf ofClosed

There are times when we don't want our agents pictures and names on Solution Articles or Forum Topics.  Therefore, it would be helpful if you could include in the Agent Profile the ability to:Have a "Publish As"  alias allowing the selection of an alternate avatar and name, and/orAllow us to "Publish Under" and select a user under who we could publish.  That user could be an actual user (in case we need to publish on behalf of) or the user could be a Generic user. This would only be permitted by Agents.

1
Contributor
7 years ago
Active Contributor
j.haguetActive Contributor

Ticket list from customer portal : any additional filtering possibility ?Closed

Hello The contacts can manage its ticket from the portal.But; as far as I know, he has only one filtering possibility : "Open or pending", "Resolved or Closed", "All tickets"Some contacts asked for additional filtering possibilities : "Open only", "Pending only" Ii it possible ? How ? With an apps ? 

1
aravind.sundararajan
7 years ago
Apprentice
nikhil.guptaApprentice

Forum moderation based upon groupClosed

Need a few features around forum moderationNeed an ability to moderate one forum and leave another non-moderated. Not all forums need to be moderatedNeed ability to send moderation for forum1 to user1 and forum2 to usre2. Currently all moderation requests go to just one set of users

1
aravind.sundararajan
7 years ago
Apprentice
florence.lapierreApprentice

Export customersClosed

With the new version, how export companies/contacts  list in excel format? The CSV format is not exploitable with excel.Thanks

2
aravind.sundararajan
7 years ago
Apprentice
jeffrey.rossiterApprentice

Ability to Style Feedback WidgetClosed

HelloSorry to post a new topic on this very old unresolved issue but the ability to style the Feedback Widget is critical.I will be grateful if anyone could share a workaround for this until the Freshdesk team provides a solution. Thanks!

1
aravind.sundararajan
7 years ago
Contributor
len.smithContributor

Add "Solutions and Forums" as a Community ForumClosed

I find that when I want to submit a topic or idea related to Solutions or Forums, there really isn't a Forum for this on the Post topic in dropdown.  I think that this would be a worthwhile forum under Ideas.

1
aravind.sundararajan
7 years ago
Apprentice
jonathan_16485Apprentice

Allow Customer Satisfaction to be specific to a groupClosed

We currently don't use the customer satisfaction feature as we wouldn't want to make it available in some of our channels (other languages for example). It would be great if you could choose which groups should be included in the satisfaction survey sends.

4
aravind.sundararajan
7 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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