Skip to main content

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

Filter by idea status

Filter by product

8948 Ideas

Back to top of the list
Contributor
lee.prosserContributor

Delete a user as a spambot removing all forum posts and tickets raised by themClosed

I do not publicly market my product at the moment as it is still within early stages yet I get more spam through than actual people. In the past 5 minutes I have just had 2 different spambots make 5 different forum posts.I believe that it is not to hard to remove ticket based spam but the majority of mine comes as forum posts. Then the process I have to undertake is: Go to the user page Delete the user Go to the forum Go to the spam post Edit the spam post Press the delete button Go back to number 3 until all is gone This is ok if it is one or two posts every few days, but as my site is not even popular I DREAD the manual work required if/when it does get more traffic. So it would be nice if there were a way that you could just flag a user as a spammer and delete them and rather than just deleting the user and leaving their remnants it just deletes everything associated with that user.I will even provide you with the Business Analyst work to speed you along in prioritising: As a freshdesk userI want a mechanism to delete a user and all their posts and tickets in one actionSo that I do not have to manually delete forums and tickets manuallyThe acceptance criteria would be:Given I have a spam bot userWhen I go to the user profile for the spam botThen I should see an option to delete the spam user with all their entered dataGiven I have a spam bot userAnd the user has made 3 forum postsAnd the user has raised 3 ticketsWhen I go to the user profile for the spam botAnd I interact with the mechanism to remove the bot and all entriesThen I should see 0 forum posts from this userAnd I should see 0 tickets from this userAnd the user should be deleted from the systemThis would save me a great deal of time and I am sure lots of other users.

6
12 years ago
Apprentice
elliot.bonillaApprentice

Activation Email Date StampClosed

It would be helpful if the time stamp of when the last activation email was sent was recorded for unverified customers. This would prevent flooding customers with emails when you have multiple agents with the ability of sending activation emails. Maybe the button to send the activation email can house this date stamp making it really easy to know who has not been emailed.

0
Apprentice
12 years ago
Apprentice
javierrosadoApprentice

More ReportsClosed

I noticed that although it has some good reports, most of them are either summaries or oriented towards evaluating agents performance.I believe some reports currently missing are a must.  In my opinion some of these are:Summary and detailed ticket report per Requester for a date range.  This report would allow us agents to send a particular requester either a summary or a detailed view of all tickets submitted during a date range (ex: last month).  This report should include basic ticket information along with its problems/solutions, total time invested, and any other important information.  It does not need to show all information as this could result in pretty long reports but at the very least a summary, perhaps a two-line text field for the problem and another one for the solution which the agent will fill-in as the ticket gets closed.  This fields would allow such a report to be created while reducing its size considerably.Those two reports would be of great help when we have to justify to our requesters (clients) what we did during the month and I am really surprised it has not been included before and even more surprised that no one has suggested them.I hope you take this suggestion into consideration soon.Thank You.

1
12 years ago
Contributor
escallinContributor

Email template placeholder for custom ticket fieldsClosed

Need to be able to insert placeholders for custom ticket fields in the email templates.

6
12 years ago
Contributor
tristanContributor

Automated email response for Holidays and outside of business hoursClosed

Having the ability to set vacation days in the admin is great. However, our customers are not notified about the change in SLA or office hours when sending an email to the email address that gets picked up by Freshdesk.Feature request 1. It would be great if we were to be able to send a custom notification (automated reply) to the sender, which informs them that we are closed for the holiday. Reason: customer will be informed and expectations are managed.Feature request 2. It would be great if we could set a different template for each of the holidays. Reason: certain holidays fall on a Thursday or on a Monday. This means that when it comes to deliveries and shipments in an e-commerce business, the customer will have to wait a couple days longer for their shipment.

5
Contributor
12 years ago
Apprentice
evaApprentice

Customize Search for solutionsClosed

 It would be great if you could choose to show the Solution Category instead of the Solution folder in the search results. In our case (Multi-product) this would be very useful as we would like to avoid to maintain several portals.

4
12 years ago
Apprentice
curiousferret76Apprentice

GoToMeeting intergrationClosed

Hi All, I am just wondering if there would be any way of adding GTM to fresh? if someone has already built an API or knows how to add it in as a widget, that would be amazing.any of you very clever people done this yet? If it could be just part f the available widgets that would be even better.Many thanks in advance. 

1
12 years ago
Contributor
marioContributor

Product Field in WidgetClosed

I don't know if there is a way to do this but I think that for someone that uses Multiple Products (hence multiple domains) doesn't want that the end-user select the product in the front end. That doesn't make a lot of sense being in siteA.com and be able to choose siteA or siteB from that dropdown. At least, the visibility of this field should be optional.

5
12 years ago
Contributor
n.cooperContributor

Permissions on top Level Forum / Solution CategoriesClosed

Unless I have missed something, it seems that it is not possible to set permissions or visibility on the top level Forum or Solution Categories/FoldersFor example, I would like to create a Solution Category visible only to agents. Using the current configuration I can create folders under the solution category and assign specific permissions to those but not to the parent category itself. Presumably Customers viewing from the portal would then see a Category Title without any apparent content (empty), but it would be preferable that they see nothing at all. Or would the Parent category automatically be hidden if none of the child folders/topics are actually visible?

2
12 years ago
Contributor
jessica.schnellContributor

Agents can't search for people/requestersClosed

Does anyone know how to grant agents access to search for people/requesters? When my agents try to search for people they are told there are no results found. Anyone run into this?

6
12 years ago
Contributor
mikael.rydContributor

Show Freshplug widget on customer view pageClosed

Hello.Right now I can display Freshplug widget in ticket and contact view pages. It would be very useful to display it on the customer view page also.Use case scenario: We fetch client data from our CRM system to a freshplug. To find additional info on a client I search for the company name in Freshdesk. I open the customer page. Then I have to click one of the people in this company to see the widget. Instead I want the Freshplug to be visible on the customer page. Company page:Customer page:

0
Contributor
12 years ago
Contributor
paultContributor

skip email notification action for supervisor and observerClosed

We don't want customers getting emails for every status update as some of our work flow is internal and not a requirement for our customers to know.Dispath'r has the option to skip email notification. It would be good if you could add actions in observer and supervisor to skip notifications as well.I know we could switch off all customer notifications and set them up manually in supervisor/observer, but this is a lot of work if you only want to skip notifications in a few specific scenarios.

8
Contributor
12 years ago
Apprentice
kengApprentice

Automatically setting requester in the Feedback WidgetClosed

Hopefully an easy one to append,We'd love the ability to automatically append the requester email address to the widget when we have this available.As the users log in to our application with their email address, it's not the best user experience to have to add this.Ideally we should also be able to configure whether to hide this field when we have provided the email address.Thanks,Kenedit: grammar

13
12 years ago
Apprentice
megan.savoieApprentice

Keyboard Shortcut to Edit TicketClosed

 We frequently need to edit the original ticket subject line and body. Currently, we have to click More->Edit to complete this task. I would like to see the edit button moved to its own button on the menu, or have a keyboard shortcut to do this quickly.

0
Apprentice
12 years ago
Contributor
jon.mcnamaraContributor

More Agent Actions within Solutions ArticlesClosed

I see if you are viewing an article on the standard website, you get an option to view on the Helpdesk but it would be nice to have it the other way to so that you can easily view what a solution would look like to an end user from the helpdesk. I prefer to provide the link to the support site that the customer views and currently manually have to find the article and then the url accordingly.Something like the below being available in the helpdesk view to easily click and copy the support side link and/or view what it would look like from an end user's perspective would be useful.

2
Contributor
12 years ago
Contributor
cfrankContributor

Named Manager for GroupClosed

I would like to see a field for Group's manager.  This would allow you to create an automation that says "after X amount of time that ticket is overdue, send a notification to <<GROUP_MANAGER>>.Right now, I'll need to create individual rules for each group I have which obviously isn't the most efficient way of doing this.

1
12 years ago
Apprentice
dnewelApprentice

Include formatting in Jira commentsClosed

I'm just testing freshdesk but it looks to do almost everything we need. I did notice though that formatting is not being copied to Jira for some reason.  This could potentially be a big problem for us as our users like to format their tickets and I'd rather not have to manually copy-paste more complex tickets

2
12 years ago
Apprentice
techapotamusApprentice

Disable support siteClosed

How long will it be until we can disable the support site, and only use the email part of FreshDesk?

0
Apprentice
12 years ago
Apprentice
doronApprentice

Email Commands: Associate assetClosed

would like to scaleup email commands.in particular, associate asset to a ticket (via email command).as far as I see this, it would be the only possibility to integrate monitoring solution with your freshservice.example: when our monitoring application detect malfunction, it sends alert via email.this alert can be delivered to FreshService, and with relevent email commands, pharse it and associate the relevent asset involved.

2
Apprentice
12 years ago
Apprentice
doronApprentice

Single Sign-on based on IP addressClosed

I would like to use Single Sign-On based on Simple SSO,also keep the SSO server inside the network (not public),but keep the possibility to let external (public) users sign in normally.however if Simple SSO with Local address configured, web page being routed to unavailable page (the local sso server address).it would be nice to have an IP filtering:if freshservice recognise my office ip/s it will route to the local SSO server.else, it will route to the normal sign-in page.

1
12 years ago
Apprentice
chris_11615Apprentice

Paymo integrationClosed

Hi folksJust wondered if you guys have any plans on integration with Paymo. I would be awesome if ticket could automatically be converted to work tasks within PaymoThanksChris

0
Apprentice
12 years ago
Apprentice
jbachertApprentice

Search by ticket creatorClosed

 How can we search by the agent who created the ticket? Currently we can only search by who the ticket is assigned to.  If we want to run statistics on tickets opened (and then subsequently reassigned to another agent) we cannot do this.

0
Apprentice
12 years ago
Apprentice
doronApprentice

CAB member is more than only agentsClosed

According to my change management workflow, CAB approval also should include people like product managers and department managers. However in freshservice only agents may be CAB members. Would like to see it opened for requesters also.

2
12 years ago
Apprentice
mark.brandishApprentice

Add Departments & Email Address to Quest ConditionsClosed

Some customers can be a little harder to please than others. It would be good if we could create quests that helped us target specific departments or users. Adding additional fields to the quest conditions would let us do this.So for example we could create a quest to resolve 10 tickets in a month, from the Finance Department with Customer Satisfaction Rating = Awsome.

2
Apprentice
12 years ago
Apprentice
livvieApprentice

Email notification for specific group?Closed

Hello. I was wondering if there is a way to set it up so the customer is notified when their ticket is escalated to a specific group? I am getting a lot of customers who are asking us for updates when we are waiting on one group to implement their changes, and I would like to be able to send off an email to the customer saying it may be a little longer since it is going to a higher group. Basically, I would love it if this would be fired off when the ticket is assigned to that group. Is this possible? Thanks in advance.

1
12 years ago
Show more discussion threads

Filter by product

  • All products
  • Freshservice
  • Freshservice IT Asset Management
  • FireHydrant
  • Freshdesk
  • Freshdesk Omni
  • Freshcaller
  • Freshchat
  • Freshmarketer
  • Freshsuccess
  • Freshteam
  • Freshsales
  • Freshworks Neo

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.

Terms of UseAccessibility statement