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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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8951 Ideas

Contributor
len.smithContributor

Enhance Company Customer Health FieldClosed

The Company "Health Score" field would become much more useful and powerful if added the following modifications.For each textual entry for the dropdown menu, include a corresponding field where we can assign a numeric score.  This would be helpful when doing health reporting and would help with sorting.For each textual entry for the dropdown menu, include a corresponding field where we can assign a color (e.g., Red, Yellow, Green. etc.)  that corresponds to a given health selection.Add a widget on the main dashboard to report on health by color.Allow an administrator the ability to decide if the Health Score will be visible to customers or not.

4
juliawhites
49 minutes ago
Letti
Apprentice
LettiApprentice

Shared service catalogue categories between workspacesFuture Consideration

Today different workspaces cannot add service items to the same category in the service catalogue. This would be very helpful for us. For example both sales, finance, admin, and legal would like to create service items in the category Administration.

6
saira
1 hour ago
Contributor
Karen.ScottContributor

Analytics schedule optionSubmitted

Using MSP mode, I have Quarterly reports that are sent out. Due to not having an option to automate these on a Quarterly basis I have set them up Daily and just turn them on each quarter, let them run and then turn them off again. (Not ideal and I have asked if a Quarterly option will be available - still with FreshService Support).Until such time as this is an option it would be good to have an option at the right hand side of the report:to turn these on rather than having to open each report, click on Export, click on schedule report and turn on 

20
sophiahjames765
6 hours ago
Apprentice
Alex.PreeceApprentice

Export Journey Forms to PDFSubmitted

It would be really useful to have the ability to export completed forms within Freshservice Journeys as a PDF.Teams such as HR use Journey forms to collect information from employees during processes such as onboarding, employee changes and other HR workflows. In some cases, a copy of the completed form needs to be stored in an employee's personnel file or another document management system for future reference.Currently, having the option to generate a PDF containing the questions and the employee's submitted responses would make it much easier to retain a clear record outside of Freshservice.Ideally, the PDF could be generated automatically as part of the Journey workflow, as well as downloaded manually when viewing a completed form.

1
kpatterson
12 hours ago
janellavs
Community Manager
janellavsCommunity Manager

Dynamic population of dropdown fields from data sources [UAT]Delivered

What are you trying to do?Desc - Implement the ability to link a data source to custom dropdown fields, enabling dynamic population of options. This would allow for efficient management and updating of dropdown options, reducing manual effort and ensuring data accuracy. [UAT]Product area: FreshserviceImpact: Blocks us

2
alexhong
14 hours ago
janellavs
Community Manager
janellavsCommunity Manager

Automated outbound WhatsApp messages via automation rules [UAT]Closed

What are you trying to do?Desc - Allow users to configure automation rules to send pre-approved WhatsApp message templates or automated replies. This capability would enable more effective management of the 24-hour Meta customer care window and streamline proactive communication. [UAT]Product area: FreshdeskImpact: Slows us down

1
alexhong
14 hours ago
Apprentice
avolpe

Use the Agent Availability widget with Ticket Assignment PoliciesSubmitted

What are you trying to do?We are using ticket assignment policy in which we assign to available agents, however we see constant issues with this due to agents being missed when stepping away. Assign to all agents regardless of work hours would be a much better fit for our team, but first we need to be able to control toggling agents in and out of availability to account for PTO or breaks.Product area: FreshserviceImpact: Blocks us

0
Apprentice
14 hours ago
janellavs
Community Manager
janellavsCommunity Manager

Does freddy have "skills" that we can deploy? [UAT]Submitted

What are you trying to do?Does freddy have "skills" that we can deploy? [UAT]Product area: FreshserviceImpact: Nice to have

0
janellavs
Community Manager
17 hours ago
Apprentice
chandra.thimmadasaiahApprentice

Field Manager : Dropdown : Provide additional data sources OOTBSubmitted

In the Freshservice Field Manager, for the field type of dropdown, please provide these additional data sources OOTB. we can currently pick the following:In almost all recent engagements we see requests from customers where we have create custom object for:Software Inventory Business Services Device Records Asset RecordsThe dropdown should also have the ability to filter objects in the dropdown based on some characteristics/tags etc.  e.g. We need to create a dropdown for software inventory which have tag "Managed" or "Approved". This will allow users to only choose the software which is approved or managed by the Company's IT team instead of all the software that may have been detected on devices via the discovery. 

0
Apprentice
19 hours ago
FVNJB
Apprentice
FVNJBApprentice

MCP Usage Breakdown per Agent & Custom Reporting DataSubmitted

Requesting MCP Inbound Usage Breakdown per Agent & Data Source for Analytics / Custom Reports Hi Freshservice Team and Community,We are currently utilizing the Model Context Protocol (MCP) integration in Freshservice to streamline agent workflows and tool execution. While the Data Usage Analytics dashboard under Admin > Account Settings > Data Usage provides solid high-level metrics (total volume, system modules, execution status, and monthly usage trends against plan limits), we are encountering two key limitations regarding granularity and custom reporting.We would like to raise the following queries/feature requests with the Freshworks Product Team:1. Granular MCP Usage Breakdown per User / AgentCurrently, the Inbound MCP Report aggregates usage across the entire account level. When authentication relies on central service tokens, it is impossible to audit individual usage.Question / Request: Are there plans on the product roadmap to introduce agent-level granularity in the Data Usage Analytics dashboard (e.g., showing which agent triggered which MCP action/tool call)? If OAuth or user-specific API keys are used, is there a recommended way to extract agent-specific consumption metrics today?2. Exposing MCP Usage Data in Freshservice Analytics (Custom Reports)To monitor our API budget effectively and correlate MCP adoption with agent productivity, we need to build custom reports, set up custom alerts, and schedule automated exports.Question / Request: Will Freshworks release MCP Usage data as a native data source within Freshservice Analytics? Having access to an "MCP Logs" or "Data Usage" dataset inside Analytics would allow us to slice and dice consumption by department, group, or time frame alongside standard ticket metrics.Has anyone in the community found a workaround (e.g., via the Freshservice API or Audit Logs) to trace MCP calls back to individual users?We’d appreciate any insights from the community or updates from the Freshworks Product Managers!Thanks!

0
FVNJB
Apprentice
2 days ago
Apprentice
nburkhammerApprentice

Link Agent Checklist Templates to TicketsSubmitted

Description:We would like the ability to automatically attach a specific Agent Checklist template to tickets. Today, checklists can be linked to service catalog items (directly or based on requester conditions), and tickets raised for those items receive the checklist. However, a checklist can’t be associated with tickets or Journeys.Requested enhancement:Allow checklist templates to be linked in a Journey or to a ticket using a workflow. Let admins define rules such as: “When a ticket is created, attach Checklist Template”This would help standardize fulfillment steps for process-driven tickets created via Journeys, similar to how service catalog items use checklists today.Value:Ensures consistent handling of tickets generated from Journeys or otherwise.Removes the need for individual linked tasks that would generate multiple notifications for agents.Improves governance and compliance by enforcing standardized checklists.

0
Apprentice
2 days ago
Daniel Söderlund
Top Contributor ⭐
Daniel SöderlundTop Contributor ⭐

Secondary e-mail for agentsUnder Review

It would be good for agents to have secondary e-mail as well. A customer having there SAMAccount adress as primary login in FS and primary e-mail as secondary for requesters.  Customer then need 2 profiles per agents One with the primary e-mail as a requester and agent profile with the login adress. The reason is that the SAMAccount do not change, the primary e-mail can. They have implemented that in their IDP. What happens for agents is Agents can’t see tickets they have emailed in to the system. They then need assume access to see there own tickets. (Solved  it using WFA with  WR/API to change the requester to the agent profile in FS) Ticket will not be created on the original sender  when an agent  forwarded an e-mail to FS /FD. (I guess I can solve that with a WFA/RW/API in FS as well.)   Converting to agent will delete all the secondary emails of this contact' message | Freshworks CommunityAllow Agents to have a multiple email addresses like requesters do | Freshworks Community Any other scenario you have seen that would simply for if agents would be have secondary e-mail ? ​@Roxwell ​@Medic1334 ​@mbutler ​@zachary.king 

8
2 days ago
Apprentice
mcoghillApprentice

Time Selection DropdownSubmitted

When selecting the time for say a change requests, the pulldown menu is really long and tedious to scroll through.  It would be helpful if that could that be shortened up, increase the scroll speed, or be a different GUI altogether.  Also, it would be nice if when you select a start time, the end time field defaulted to a future time, even if only by five minutes, to speed up the process of finding the real end time.

1
2 days ago
Apprentice
AlyxLApprentice

Ticket reply email templates - inserting agent nameFuture Consideration

Adding the tag {{ticket.agent.name}} to the email reply template only inserts the name of the assigned agent. If no agent has been assigned, it’s blank. If you’re replying in a ticket that’s assigned to someone else, it’ll pick up that other agent’s name.There should be a tag that inserts the name of the agent that’s currently logged in.

16
2 days ago
Skilled Expert
Cara

Analytics - Paragraph TextSubmitted

At the moment it does not appear you can export and report on Paragraph Text (Rich Text) within Freshservice. It does not appear a part of the data dictionary in reporting. Can this please be added (e.g. the description of asset types) so it can be pulled into reports?

51
jameselly
2 days ago
satyanarayenr
Apprentice
satyanarayenrApprentice

Scheduler task Importing capabilitySubmitted

I am looking for a features to import a bunch of scheduler tasks which currently is not available in the platform .

0
satyanarayenr
Apprentice
2 days ago
Apprentice
dpgator33Apprentice

Project tasks and tasks lists - easy to screw upSubmitted

This is purely feedback, I didn’t know where else I would put something like this but wanted to share my experience and thoughts.I am wanting to start using the Projects module.  For a new project, I created a couple of tasks, added some notes, and was getting comfortable with the workflow.  I noticed this thing called a “task list” and wanted to check it out.  I created one, figured out it wasn’t particularly useful for me at this time, and deleted it.  I didn’t realize that an existing task was associated with it, I certainly did not intentionally do it, and now that original task is gone forever. Many notes included...just gone. It has left a pretty bad taste for the whole module.  It just doesn’t seem well put together, even before this mishap.  I find that adding attachments is not easy.  Maybe that’s intentional, but it should absolutely be an easy and straightforward thing to do.I would hope that I would be able to, in my example, attach a quote as a PDF to a task for procuring materials for a project.  Can’t do it.  Only in the project overview - it’s not fluid.  Also, it seems like it wouldn’t be too hard to have a built-in viewer for PDF and common image file types.  Nope - you have to download the file and open in the native app on your PC.

0
Apprentice
3 days ago
Smart Play APK
Apprentice
Smart Play APKApprentice

Multi-Channel CSAT Feedback for Content Platforms & PodcastsSubmitted

Content platforms and tech podcasts receive feedback frommultiple channels such as websites, apps, and communities.A unified CSAT feedback loop inside Freshdesk would helpcreators and support teams analyze user satisfactionmore effectively.We tested a similar feedback workflow on our platform:https://www.smartsplay.com/This approach helped improve response trackingand engagement insights. 

10
jktjkt
3 days ago
Skilled Expert
Cara

Resolution Notes - MandatorySubmitted

Why can you only make the Resolution Notes mandatory on Closure in the Major Incidents. This field should be able to be made mandatory on all ticket types.  At the moment we have no way of forcing this field to be completed as it is not in the Business Rules to be able to be selected, it is not in the Field Manager to mark as Mandatory and the only place it appears is in the Closure Rules and is only able to be done on Major Incidents. This is not useful. You should be able to utilise this field (seeming it is visible on all ticket types) and make it mandatory upon closure. Also we cannot make it mandatory for other Closure types other than close or resolved. Major Incident in our system also use the Closure Reason of Restored but we cannot make this field available if that is selected, which makes the field almost unusable.

5
3 days ago
Sana
Apprentice
SanaApprentice

Semi-Clear Acrylic Beads Angel Baby Memorial Theme, Butterfly Heart Ribbon, Pink Blue Series, Random MixSubmitted

Here is your updated product description with the Beadable Bliss New Arrivals backlink naturally added for SEO.Semi-Clear Acrylic Beads Angel Baby Memorial Theme – Butterfly Heart Ribbon, Pink Blue Series, Random MixCelebrate precious memories with our beautiful Semi-Clear Acrylic Beads Angel Baby Memorial Theme from Beadable Bliss.Looking for more creative inspiration and new products? Explore the latest collections at Beadable Bliss – New Arrivals and discover exciting additions to your crafting collection.Shop this product:Angel Baby Memorial Acrylic Beads – Beadable BlissCreate with love, sparkle, and beautiful memories! 💕Backlinks added:Beadable Bliss New Arrivals → Your requested collection backlink. Angel Baby Memorial Acrylic Beads → Your product page backlink.Both links are clickable and use relevant anchor text for SEO.make the pdf file of this content

0
Sana
Apprentice
4 days ago
jejina2025
Apprentice
jejina2025Apprentice

Behavioral Health Teams: What's Your Biggest Workflow Bottleneck Today?Submitted

Behavioral health practices are becoming increasingly digital, yet many teams still struggle with disconnected systems.Some of the most common challenges I hear about are:Duplicate patient data across multiple platforms Manual appointment and billing updates Time-consuming documentation EHR and EMR systems that don't communicate well Administrative work taking time away from patient careOne approach that's gaining traction is integrating practice management platforms with existing healthcare systems to automate data flow and reduce repetitive tasks.I'm curious:What is the biggest workflow challenge your behavioral health practice faces today? Have you implemented any integrations that significantly improved efficiency? If you're using TherapyNotes, what integrations have delivered the most value?I recently came across an overview of TherapyNotes Integration that explains how connecting TherapyNotes with EHRs, EMRs, billing systems, and other healthcare applications can streamline operations and reduce manual work. It sparked some interesting ideas around automation and interoperability. 

2
juliawhites
4 days ago
Apprentice
forrestvasilindaApprentice

Could the task-list endpoint used by the Freshservice web interface be made available through the supported public REST API?Submitted

We found that the web UI uses an API endpoint capable of directly returning a paginated list of tasks across all parent record types that is utilized by the native "Task" section. In contrast, the documented public REST API appears to require retrieving each parent record such as a ticket or change, and then making a separate request to determine whether it has any associated tasks. This results in an extremely large number of additional API requests simply to identify tasks across tickets, changes, and other record types that are returned by the original queries.A supported public endpoint for listing tasks directly would be significantly more efficient and eliminate the need to query every potential parent record individually. Could this functionality be made available through the public REST API? If it is not currently planned, could this request please be submitted as a feature enhancement?

0
Apprentice
4 days ago
PeterAnderson
Community Debut
PeterAndersonCommunity Debut

Sort tickets by multiple columnsPlanned

Currently, when viewing a list of tickets, you can add, remove and rearrange columns using the setting on the right-hand side. You can also sort the list using the setting on the left-hand side. However you can only choose one of the columns to sort by. For example, say you have columns for Priority (low, medium, high) and Status (open, in progress, resolved). You can choose to sort by Priority (asc. or desc.), or you can sort by Status (asc. or desc.) - but not both. If you sort by Priority desc. for example, you get a list of all the high priority tickets first, then the medium ones, then the low ones. But out of all the high priority tickets at the top of the list, the Status of those tickets could be in any order. I’d like to suggest a feature that lets us sort a ticket list by multiple columns. This would mean that, for example, you could sort by Priority desc., then Status desc. This would give you a list of all the high priority tickets first, and out of those, all the open ones would be grouped together, all the in progress ones grouped after that, and then all the resolved ones grouped at the end (followed by the medium Priority tickets, etc.). My desire for this feature is to sort my ticket list in such a way that I know that the ticket listed first is the one I need to work on first (be it the most urgent, the one I haven’t responded to yet, or the one that’s been sitting there the longest (or all of the above!)).

13
Ashtondaviss
4 days ago
Apprentice
gokhanrzApprentice

Cross-Workspace Ticket Visibility for AgentsSubmitted

Currently, when an agent creates a ticket in another workspace to which they do not have agent access, they cannot view that ticket in the agent interface. Instead, they must switch to the requester portal to access it. This creates unnecessary additional steps, particularly when agents need to follow up on tickets they have submitted to other teams.Furthermore, when someone replies to such a ticket, the agent receives a notification, but the link in the notification directs them to the agent interface rather than the requester portal, where they can actually access the ticket.It would be very helpful if agents could view and track tickets they have submitted as requesters in other workspaces directly from the agent interface, without requiring additional workspace permissions.The situation is even more problematic with child tickets.For example, when an agent assigned to a parent ticket creates a child ticket in another workspace, they may lose access to that child ticket entirely. In our experience, the child ticket is accessible neither from the agent interface nor from the requester portal. This makes it difficult for the agent responsible for the parent ticket to monitor progress, follow up with the other team, or coordinate the overall resolution.This significantly limits collaboration between teams operating in different workspaces.Suggested improvementIt would be extremely useful if Freshservice could provide ticket-specific cross-workspace access with the following capabilities: Requester access: Allow agents to view tickets for which they are the requester directly in the agent interface, regardless of the workspace in which those tickets are assigned. Parent-child ticket access: Automatically grant agents assigned to a parent ticket visibility into its child tickets, even when those child tickets belong to other workspaces. Restricted access: Ensure that this access applies only to the relevant tickets, without requiring agents to become members or observers of the other workspaces or their agent groups. This would enable agents to track their requests, monitor dependent tickets, and collaborate more effectively across workspaces while maintaining appropriate access restrictions and workspace-level data isolation.

0
Apprentice
7 days ago
Apprentice
mbsizerApprentice

Addition to Export Call MetricsSubmitted

Please add the field “recording” as a field option in the Export call metrics report.   

0
Apprentice
8 days 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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