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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
george.mccrindleApprentice

Sending out release notes to all Freshdesk PortalsClosed

Hi there,I thought it may be useful to send out an email of the latest release notes to all Freshdesk support portals. That way we are updated and don't have to come here to see whats new :-) Cheers,George

1
aravind.sundararajan
8 years ago
Apprentice
andreasa82Apprentice

Mark the tickets with a small own text.Closed

I have to much tickets and can't answer all directly when I receive them.At the moment most I open a ticket to see the latest reply or remeber what was the problem now again. Would be great to have the possibility to mark tickets with a own text that I easily can see at the overview. On this way I can fast get the memory back and see if I have the answer now or most investigate more.

1
aravind.sundararajan
8 years ago
Contributor
scott.willettContributor

Set a ticket as privateClosed

 Is it possible to be able to set a ticket as private so that it cannot be seen by another agent (unless perhaps they're a global administrator, in which case a warning is shown before viewing the information)? A few instances where a request or incident may be confidential or sensitive.

3
Contributor
8 years ago
Apprentice
erik.stoneApprentice

All text being deleted after the attachment limit 15MBs warning is flashed.Closed

Has anyone found way prevent or warn the user of all text being deleted from the new ticket form after the attachment limit of 15MBs is flashed?

5
aravind.sundararajan
8 years ago
Contributor
harryContributor

Embedded sign up formClosed

Like how you can embed a ticket form onto a web page and Freshdesk provides the code, can you do the same for a sign up form?

2
aravind.sundararajan
8 years ago
Contributor
tomas.berakContributor

Freshdesk changes the requester if agent is the one who created the request by forwarding an emailClosed

We are working the way that we are supporting other offices from our company and they are in touch with their clients. And in these offices sometimes the requester is also an agent. The issue is that when the agent forwards an email from a client (from email address with a different domain), Freshdesk changes the requester to the person from which the agent was forwarding it.This is another example of non-obvious and not always wanted mechanism in Freshdesk. Similar to this one: https://support.freshdesk.com/support/discussions/topics/13034Could you please add an option to turn this forwarding logic off?

5
aravind.sundararajan
8 years ago
Contributor
jim.blinkhornContributor

Display Billable status on timesheet reportClosed

It is currently only possible to access this information by manually opening each listed ticket or exporting to .CSV, it would be extremely useful if the snapshot view of this report included whether the time was billable/non-billable.

1
aravind.sundararajan
8 years ago
Apprentice
gaurav.cse.iitbApprentice

Auto-assigning of reopened tickets to the same agentClosed

Once the ticket is closed and customer replies / open the closed ticket - a new ticket is displayed to all agents (it should be assigned only to the previous agent)

3
aravind.sundararajan
8 years ago
Apprentice
paul_10426Apprentice

Feature Request - acknowledgement emailClosed

The ability to choose whether or not to send an acknowledgement email after activation and the ability to customise the acknowledgement email.

1
aravind.sundararajan
8 years ago
Contributor
patrick.kContributor

Group name in ticket overviewClosed

Hi,I'd like to see that we can edit the ticket overview.When I use the filter: Agent: Me, Agent: Unassigned I want to know in the ticketoverview which group the ticket belongs to.

1
aravind.sundararajan
8 years ago
Contributor
sbeesonContributor

Option to set "Billable" off by defaultClosed

Or possibly even disable the "Billable" feature for time tracking.  We don't charge customers for support.

5
aravind.sundararajan
8 years ago
Apprentice
giovanni1980.mobileApprentice

Maximum email commands?Closed

HelloI'm very keen on using the email commands.Especially since Freshdesk can do this with custom fields as well unlike other systems.Is it just me or are these commands limited to maximum 3 commands?Everytime I try more than 3 fields it doesn't work.

2
aravind.sundararajan
8 years ago
Contributor
n.cooperContributor

Export to CSV - "Select All"Closed

It would be very useful to have a 'Select All' option when exporting data, rather than having to manually tick 20-30 individual boxes 

3
aravind.sundararajan
8 years ago
Apprentice
alex_12068Apprentice

How do I turn off the auto-responder when someone submits a support ticket?Closed

Hi All,We just joined Freshdesk and were wondering if it is at all possible to turn off the auto responder that is sent to a customer when they have a support inquiry?Best,Alex

1
aravind.sundararajan
8 years ago
Apprentice
fpalmieriApprentice

Scenario Automation for Selected Agents / GroupsClosed

I would like the ability to limit Scenario Automation the same way that I can limit Canned Responses, to be available only to a specific agent or group of agents.  I have a specific automation that I want available only to one group, not all agents.  Thanks.

3
geebranz
8 years ago
Contributor
alessio.fattoriniContributor

Notification to agent by @Closed

Should be very useful request other agent help (no ticket owner) with a mention like @johnand a notification by mail, without and external message or assigning the ticket.Is it possibile?

2
aravind.sundararajan
8 years ago
Apprentice
rboisvertApprentice

Open attachment in browserClosed

When I click on an attachment in Chrome, the attachment automatically download. It would be great to be able to open it instead.

3
aravind.sundararajan
8 years ago
Apprentice
vincenzotangApprentice

Solution Search Index - Reformat NeededClosed

Hi, See attachments. Is there any way to only show the title and a few sentences of the solutions? It is a great idea to auto populate these solutions when creating a new ticket, but huge blocks of unformatted text is not really helpful to clients… Thanks,Vince

2
aravind.sundararajan
8 years ago
Contributor
alessio.fattoriniContributor

Extend New Ticket Created Email Notification -Closed

There is and Option to select the Agent(s) & Alert them whenever a New ticket is created in Freshdesk portalCan you extend it to a group or multiple agents? In case of multiple supervisor?p.s. the same for SLA notification

2
aravind.sundararajan
8 years ago
Apprentice
rodolfo.lomascoloApprentice

multiple product supportClosed

If I have a group of service agentes that manage tickets for multiple products.Is there a way to see the product related to each individual ticket in the "open tickets" view? BR

1
aravind.sundararajan
8 years ago
Contributor
jsohnContributor

Screenr integration only with business Screenr account? plus bad Java warningClosed

I tried to turn on the Screenr integration, set up a free Screenr account and went hunting for the Recorder ID to plug in to Freshdesk.It appears that this ID is only available if you have a paid Screenr account?!?  Even worse, every time I try and record anything I get a big bad warning:This application will be blocked in a future Java security update because the JAR file manifest does not contain the Permissions attribute. Please contact the Publisher for more information. More InformationThis is what my clients opening tickets will get too when they try and record things with the latest Java installed. Not good. No way will this fly:

6
aravind.sundararajan
8 years ago
Contributor
chris.tintaContributor

Merge multiple tickets in one hit by selecting multiple tickets from Ticket screenClosed

It would be great to have the ability to Merge multiple tickets in one hit by selecting multiple tickets from Ticket screen

2
aravind.sundararajan
8 years ago
Apprentice
mthead1989Apprentice

Managing customer feature requestsClosed

Hi there, We are looking at ways of tracking the amount of times a feature has been requested to determine what should be implemented next. We would prefer to manage this through tickets instead of forums as we intend to use the forums internally however that may be the only option. What we envisage happening is something  like- every time a feature is requested via a ticket, if that feature has been requested previously, merge the tickets. We will then need a way to track the amount of times a feature has been requested. - every time a feature is requested via a ticket, if that feature has been requested previously, merge the tickets. Have a custom ticket field dropdown, 1-100, and then change the drop down and manually keep track of the changes that way. Someone may have a better idea, but we are essentially trying to create a 'voting' system for incoming feature requests to determine relevance for clients. This is the one thing that may lead to us using a different product. Has anybody else figured out how to do this, or a product with similar functionality?Thanks,

3
aravind.sundararajan
8 years ago
Contributor
ricardo.leiteContributor

MailchimpClosed

Any plans to integrate with MailChimp? Tks

5
aravind.sundararajan
8 years ago
Contributor
cmoyerContributor

Watchers for ticketsClosed

In addition to being able to CC an agent on a specific response, it would be nice to be able to have "watchers" on a ticket, an agent who is always CCd on every note or reply to a ticket.

5
aravind.sundararajan
8 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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