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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
kendallContributor

Make it easy to insert links to solutions and forum items in tickets and forum intemsClosed

There's a feature in tickets to insert a link to a solution but there's no feature in forums to insert a link to a solution, or to a ticket.  For example, when someone posts in the forum a question I'd like to make it easy to say "here's the answer" and have it be a managed link (so it doesn't get inserted as a fully qualified link, for example)

3
9 years ago
Contributor
d.nieuwendijkContributor

Overdue tags not helpful - feature to turn them offClosed

Overdue tags appear whenever an SLA is "breached". They are designed to indicate this to the agent, to make them hurry up, I suppose. These Overdue tags in our case appear, whenever we have a big backlog. We have backlog when the entire team has too many tickets due to our site's popularity, or when there are too few people to handle tickets. The agents are not directly culpable for these factors, yet they are confronted with "Overdue" labels, which can be interpreted as punitive or pressuring.  My agents do not care for them, I do not care for them, and therefore we would like to be able to turn off these labels. 

2
Contributor
9 years ago
Apprentice
braden.meddersApprentice

Ability to relate knowledge base articles to ticketsClosed

At a previous employer, we had an internal policy where agents had to relate knowledge base article to tickets before closing them.  If there was not one to relate, then it was implied that the agent should consider creating one.Reports were run (generally monthly) on the KB articles were related most often and were used as a way to track trends in which issues were coming up, and what solution was fixing them.  This helps with things such as root cause analysis.  I think something similar (I am aware of tags, and we are currently figuring out how best to use them) would be very helpful to Freshdesk platform.

5
9 years ago
Apprentice
chikamoriApprentice

Change format of Day/Month/Year by regionClosed

Hello, I'm freshdesk user in Japan. I have a feature request of date field in ticket form. Under current freshdesk design, format of date field is like "Day/Month/Year". In Japan, this is "Month/Day/Year" or "Year/Month/Day" is more popular. I confirmed that Freshdesk doesn't support to change a date format by region via customer support. I wish this feature will be implemented in future.

3
aravind.sundararajan
9 years ago
Apprentice
jon.woanApprentice

Customers re-opening ticketsClosed

I have the same question as some other folks here. https://support.freshdesk.com/support/discussions/topics/31771 My Problem - - When a customer replies to an existing case, that has been closed fresh desk re-opens the ticket.   Feature request- When reply is send by the customer - and the status is closed - and the time that the ticket was closed is +3 days - Then Open a new ticket   

3
aravind.sundararajan
9 years ago
Contributor
gliljebergContributor

Teamviewer IntegrationClosed

It would be great to get a teamviewer integration similar to the Logmein integration for remote support.

3
9 years ago
Contributor
richard.levyContributor

Missed Live Chat AlertClosed

If you miss a chat, even outside of business hours, there is no alert to inform you of this. The only way you can find this out is if you take a look at your chat history. We don't get too many live chats so we don't often check for missed connection. Would it be possible to add an alert for a missed chat?

3
Contributor
9 years ago
Apprentice
anders.bakkenApprentice

Group reportsClosed

I would like a better way of grouping your reports, now it's just a long list of reports, standard reports and your own. Is there og could there be a way og organizing them, like you have with solutions? 

0
Apprentice
9 years ago
Contributor
richard.levyContributor

Filter Private NotesClosed

I would like the ability to filter notes within tickets. Sometimes we will have a number of private notes between agents within a ticket which makes the ticket very messy and hard to follow. I would like to be able to filter private notes out so you can only see public notes and replies but also have the ability to view the privates so this would just to be a filter options within a ticket.

0
Contributor
9 years ago
Contributor
d.nieuwendijkContributor

"New email" TemplateClosed

We generally need the same template that we use for Replies, also for New E-Mails. It includes salutation, customer name, signature and legal information for the footer. It would be great if we had to possibility to enable the template also for New E-Mails.

4
Contributor
9 years ago
Apprentice
zaida.detevesApprentice

Requesting the ability to crop images inserted or pasted into the ticket descriptionClosed

We would like the ability to crop images inserted or pasted into the ticket description. We do this all the time and currently we need to open paint, paste the image there, crop it, save it, then insert it into the FreshDesk ticket. A croping feature built into FreshDesk would save so much time :) It would be very helpful if it were available for forum posts as well. 

0
Apprentice
9 years ago
Apprentice
jeana.dejeanApprentice

Block companies access.Closed

We would like to disallow certain topics from companies that have not paid their contract maintenance for that product. It would be advantagous if we could block areas from certain companies. It would also be advantagous if we could block companies from the portal until their maintenance contract comes through. Currently we have to remove their contacts and sometimes the contacts do not all get reinstated. This tends to be a problem. It would be much more simple if we could block access for all users in a company.  

3
Apprentice
9 years ago
Apprentice
hughestmApprentice

Customize Priority ColorsClosed

I'd love to have a way to customize the colors attached to the different priorities. As a color-blind user, I have a hard time distinguishing the default colors for each priority. If there was a way to customize the colors that would be great. Possibly part of the "Rebrand you Helpdesk" screen.

1
9 years ago
Apprentice
gregory.hannamApprentice

Customers Viewing ReportsClosed

I couldn't find anything on the support portal on this. Is there a way to allow the customer to log on to the portal and get a breakdown of the amount of tickets they have sent and how many were resolved?  Basically a top customer analysis breakdown but enabling the client to see the charts. The workaround at the moment is scheduling filtered reports to be sent to their email but in the csv format they look ugly. 

0
Apprentice
9 years ago
Apprentice
gregory.hannamApprentice

Scheduling Group/Tag Specific ReportsClosed

It would be really useful for us to have a way of automatically sending out a report to our clients of what services they have used this month. So could you make it possible to filter and set up various scheduled reports? Thanks

1
aravind.sundararajan
9 years ago
Apprentice
lnronningenApprentice

ada complianceClosed

Is Freshdesk working to make it's customer portals and chat ADA compliant.. Our site is working hard to meet these requirements and unfortunately Freshdesk is not currently compatible.  

0
Apprentice
9 years ago
Contributor
ivan_13609Contributor

Re-assign tickets with specific statuses (e.g. open, pending) when agent goes offline.Closed

Option to automatically re-assign tickets with specific statuses (e.g. open, pending) when agent goes offline.Let's say if an agent is 30 minutes offline (meaning his shift is over and he'll come back minimum in 16 hours or even in 2 days), then all his open tickets should be re-assigned to other online agents.

2
9 years ago
Apprentice
ltimmsApprentice

Improvements to Recent Tickets AddonClosed

Hi Can you make the below improvements to the Recent Tickets Addon? - Collapsed by default or option to do so - Option to exclude either (open, closed, resolved etc etc) Many Thanks Liam

0
Apprentice
9 years ago
Apprentice
jkasturiApprentice

enter time spent via email commandClosed

Is there a way to set or adjust the time spent on a case via an email command? Maybe when closing a ticket?Any chance of adding this feature to the wishlist as a priority? It comes up when we want to use the time sheet auto-generation feature. Email commands are great for creating and closing tickets and my staff prefers to use that method. But then they can't use the time sheet generation feature unless they visit the Web interface for each and every ticket, negating the convenience of the email commands feature altogether.

7
9 years ago
Apprentice
sylvain.giassonApprentice

Details with mouse over user / contactClosed

Right now, when we mouse-over a user (contact) the following fields are displayed: Name email phone We would like to have more control on this and decide which field(s) from the Contacts to be displayed when doing a mouse-over on the name of a user.   It should also support custom fields.

0
Apprentice
9 years ago
Contributor
cmarriottContributor

Ability to link more than one release to a change.Closed

Could I request that the ability to link more than one release to a change is added/considered please.As part of our workflow there are numerous occasions where there could be 3 or 4 release off the back of one change request but currently it appears you  can only link one release to the change.Many thanks in advance :)

8
Contributor
9 years ago
Apprentice
rozheva_trojandaApprentice

How can I set the "from" address for outbound emails?Closed

Hi team, We send emails from a variety of different addresses (allowing for different groups to handle different emails) - i.e. support@ua... support@by... techteam@ua... If you create a ticket in Freshdesc, all triggers to notify the user are automatically sent from the default address (in our case, support@ua). But if I wanted to send it from another email, it'd be really nice if this could come from the techteam@ua address instead. Is it possible to set the outbound email address so that emails come from the right address?

1
9 years ago
Contributor
jacob_14607Contributor

Commenting on FAQ articlesClosed

Allowing a customer to comment on FAQ (solution) article is very important. Instead of making the customer choose if it helped or not, Let them voice what helped them and the you can improve on your article(s) hope to see this added 

2
Contributor
9 years ago
Apprentice
movergaardApprentice

CCs, child tickets and parent ticket portal url placeholderClosed

For use in the customer portal. I have the msp version, and I would very much like to show our customers all people CC'd on the ticket without pressing "Add people". Would also like to show customers linked tickets that they have permission to see.

0
Apprentice
9 years ago
Apprentice
support_14577Apprentice

Location are not specifiedClosed

Hello, i'm a french technician of ENVOLiiS, a society of IT Outsourcing and I have a problem, because when I mount computers on FreshService their locations are not specified. And this is a problem since I do not know to which clients they belong. Do you have a solution? With GPO? Thank you for your attention.  

0
Apprentice
9 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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