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

8951 Ideas

Back to top of the list
Apprentice
jtraulleApprentice

Interface languageClosed

It would be great to be able to translate the various texts of public status pages like "ALL UP", "LAST UPDATED", "Avg. Response time" and so on :)

8
punjabi
2 months ago
Apprentice
dfauberApprentice

Slack Integration Post Ticket UpdatesClosed

The current Freshdesk/Slack integration creates an entirely new post in a channel whenever a ticket is created or updated. This becomes annoying to other Slack members in the channel since these messages are duplicates of the problem they already posted about in the channel. If the Slack integration could post ticket updates as replies to the original requester’s message, then the user requesting support would be notified whenever there was an update to their ticket, and the rest of the users in the channel would not be bothered.

1
punjabi
2 months ago
Apprentice
CodyRApprentice

Global Default OLA Bypass for TasksFuture Consideration

Would be useful to have either a method of bypassing the default OLA for tasks through workflows or have the ability to turn off default OLA’s at a workspace level.Currently any custom OLA enabled in any workspace will turn on the default OLA in the global space, as a result if any custom OLA is active it is impossible to set a due date trough workflows for tasks in any workspace including using the API as it gets over written by the global default OLA.

3
sahilvermae
2 months ago
Skilled Expert
joshvengleySkilled Expert

Executive Overview Dashboard - Data Drill Down for each insight.Submitted

The Executive Overview from AI Insights is a helpful quick glance dashboard along with the proactive insights in the left navigation pane.  However, it would be extremely beneficial to allow a drill-in for each area of the Proactive Insights to address areas that need attention. Can Freshservice allow or integrate a drill-in function for each of the Proactive Insights area of the Executive Overview to allow our Leadership Team/Managers to review tickets specific to each area?Currently we are having to create a report, double check that the numbers provided in the dashboard are matching the report and then drill into the report to look at those tickets that need attention for identified areas of concern. Thank you,Josh

0
Skilled Expert
2 months ago
Apprentice
Nate_at_ButlerApprentice

Allow canned comments on Resolution Notes fieldFuture Consideration

It would be nice to be able to use Canned Comments in the resolution notes field. We’d be able to quickly paste resolutions/content on common tickets.Another option would be to allow Resolution Notes to be added via Scenario Automations. Either one would greatly increase efficiencies in our Help Desk.

3
sahilvermae
2 months ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Better ticket redirection when in restricted groupsSubmitted

Recently dealt with a couple issues from a user who is trying to access a ticket that was routed to a restricted group. This user is an agent.If the user tries to access the ticket via the email that was sent on creation it (we are using {{ticket.url}} in the email) it routes them to the agent page, then they get a toast notification that they are not allowed to see the ticket and to view it in the support portal.  If the user doesnt notice this popup or interact with it in time they can end up confused/with a poor experience.From a UX perspective, it would be nice that if the error with visiblity is experienced, it tries to route the user into the support portal to view the ticket and THEN if the user cant access it for some reason, a message is displayed. For now, I’m stuck replying to tickets and telling users to view them via the support portal.How are the rest of you handling this in the meantime? Any other protips? ​@mbutler ​@DanielRuff ​@Daniel Söderlund 

9
ASHill
2 months ago
Apprentice
ch.wuerzerApprentice

Backup of data due to GDPR an local lawClosed

GDPR and local laws in Europe are reinforced last few years. In 2020 lots of countries require their local companies to have a local backup of all data from CRM, emails, ticketing systems, file systems etc... This is not a recommendation from the authorities but written in the local laws.The goal to have local data is that in case of a legal action against a company, the authorities (Fiancial, tax, data protection and other....) can have immediate access all data locally and not in a cloud somewhere in a data center.FRESHDESK MANDATORY FEATURE MISSINGFreshdesk not provide actually a convenient backup system for companies in Europe. This will have a very important impact for :Current customers in EuropeThe customers will migrate to a competition product if this feature is not available by Freshdesk.New customers in EuropeThis will stop the attractivity of Freshdesk in Europe as this mandatory feature and customer can face to serious legal issue with the authorities.We are customer from Freshdesk since few years. However, we really need this feature as certainly many other clients and this... not months or years, but immediately. Otherwise we are illegal against the authorities and can face to important problems up to block of some licenses, stop selling or ban.Thank you to provide ASAP a solution to avoid European Customers to go away from Freshdesk.

2
alexmercer
2 months ago
Bottleneck1212
Contributor
Bottleneck1212Contributor

Bottleneck Calculator: Analyze Your System's PerformanceClosed

Is your PC running slow, or do high-end games and software struggle to run smoothly? It might be due to a bottleneck in your system, where one component, like the CPU or GPU, prevents another from performing at its full potential.No need to worry anymore! With the Bottleneck Calculator, you can easily analyze your PC’s performance. Just enter the details of your CPU and GPU and get instant results.👉 PC Builds Bottleneck CalculatorYou’ll also receive suggestions for the best optimization and future upgrades for your system. Try it now and boost your PC’s performance today!

6
maxhunter
2 months ago
Joe Cavalier
Apprentice
Joe CavalierApprentice

Mobile App: multiple account loginClosed

I’m currently managing two independent FreskDesk accounts. From a computer this is a non issue, as you can open a chrome window for company A and an Edge window for Company B.However, managing both companies from the mobile app is a huge problem as the app currently doesn’t support multi-desk support. You need to log off of one company, and login to the other. This is inadequate. The mobile have should have multi company support, where you can login to multiple company helpdesks. 

2
boothcoolapk
2 months ago
Contributor
antoine.grabowskiContributor

New design - Modify message and UI/UX when we forward a threadClosed

Hello to you all.We notice the following.An internal note and a forward have the same design (orange)Furthermore, they have the same lock iconSo it is confusing.Before, when we were forwarding an email,  it was written “private”.Now the word “private” is not here anymore. You have the same style as a private note, but without it being clearly written, I always wonder if I messed something upWe would like the following.- Replace the lock icon by "Private" in order to give more clarity and confidence to agents when they are dealing with a sensitive subject that cannot be communicated to the requester.Thank you and have a great day!

3
boothcoolapk
2 months ago
Contributor
len.smithContributor

Support the ability to limit Solution Access to Select ContactsClosed

We'd like to present technical product information in Solutions that we only want certain Contacts to have access.  At the moment there is now way to do this.  It would be helpful if you offered this capability.A related topic is the one for related to supporting Contact Groups (link below).  If this was implemented, then we could put all of the Administrators in a Group and then we could use that Group for visibility.https://support.freshdesk.com/support/discussions/topics/324516

1
boothcoolapk
2 months ago
Lingario
Contributor
LingarioContributor

Google address validation fieldSubmitted

For freshservice service requests if someone is entering a delivery address for hardware it would be good to have a autopoped validation for an address, post code, suburb… so that the requester can do a lookup and easily populate their delivery address.

1
kpatterson
2 months ago
Apprentice
npApprentice

Implement "download all files at once" buttonClosed

We receive a big amount of files from our customers simultaneously. And we have to download them one by one. It would help us immensely if freshdesk implements some "Download all" button, so we can download all the attachments to the ticket at once

1
boothcoolapk
2 months ago
Contributor
garetheContributor

Addition of more advanced / customisable reports on "Garden" planClosed

The 6 reports provided in the "Garden" plan are fine but I do not think they are "Advanced Reporting"......... Please could you confirm when more options will be available in the reporting suite? - this is a high priority as any good helpdesk is only as good as its reporting. For example the Helpdesk Activity Report (or another new report) needs to be able to include other fields so you can report on perhaps the affected area of a ticket from a customised field. We have a customised field called "Affected area" which includes Hardware / Software / Server / Desktop / Laptop / Access Rights etc.............. to categorise the type of helpdesk requests and we would like to be able to get "some" reporting out of Freshdesk but you cannot choose this field in any report. The report layout for the Helpdesk Activity Report is quite nice but only includes "Type" and / or "Priority". Please can you allow *any* fields to be added in and that would be a real step forward? to be able to report / show Tickets by xxxx  Exporting some data out in CSV into Excel is fine but some level of reporting (especially on the Garden plan) should be available for the extra cost.............

9
harshitkhan
2 months ago
Skilled Expert
MDaviesSkilled Expert

Add Workflow Automator Action - 'Add Resolution Note'Under Review

Within the Workflow Automator I think it’s time we were given an Action which allows for a Resolution Note to be added under various circumstances.This can be similar to the existing Add Note Action except of course targeting the Resolution Note field:This should also allow for Placeholders to be used when populating that Resolution Note.I realise that this is already achievable by leveraging the API in regards to the "resolution_notes" or "resolution_notes_html" fields to populate this but why, time and time again, must we quickly switch to expressions or web requests to achieve simple tasks?

5
loveshe
3 months ago
Contributor
Charles_RossiContributor

Update to new Checklist featureUnder Review

Love the new checklist feature.  This will reduce the tasks on certain tickets.  But can the checklist be more than just a line item?  Could a note be added to each line item, so maybe if you hover over the line item or select it, you can see a note further explaining the item.  I think some further explanation on a line item would be helpful, very similar to the note on a task but without all the other functions of a task. 

7
Lingario
Contributor
3 months ago
Contributor
jpatoskiContributor

Intelligent "re:" handlingSubmitted

Hello,We’ve seen an uptick in new tickets being created from clients replying to Freshdesk emails, mostly because “RE:” or “EXT:” gets appended to the subject line.Creating better intelligence and logic around this would lead to a much better Freshdesk experience. Since merging tickets causes Summaries and other items to be lost post-merge, this poor handling of “Re:” and “Ext:” creates new administrative issues.

1
3 months ago
julia.a
Top Contributor ⭐
julia.aTop Contributor ⭐

Change agent to collaborator and vice versaFuture Consideration

Currently when you want to change an agent into a collaborator account you have to first delete the agent and then create a collaborator account for them. You also cannot change collaborators to agent accounts either.It would be practical if you could change the type of account without having to delete it first.

12
3 months ago
aicleanertext
Apprentice
aicleanertextApprentice

AI Text Cleaner: Add a Built-in Unicode & Invisible Character Cleaning ExampleSubmitted

I think it would be helpful to include a practical text-cleaning project in the JavaScript programming section.Many developers and students work with AI-generated text from ChatGPT, Gemini, Claude, and other LLMs. A common issue is hidden Unicode characters (such as zero-width spaces), inconsistent line endings, and formatting problems that break copy-paste workflows.A small example project demonstrating how to:Remove invisible Unicode characters Normalize line endings Trim extra whitespace Clean pasted text with JavaScriptwould teach useful string manipulation and regular expression skills while solving a real-world problem.I've built a free browser-based version of this idea at https://aicleanertext.com/, and I think similar educational examples would fit well within Khan Academy's JavaScript lessons. It would give learners a practical project they can build and extend while improving their understanding of text processing.

0
aicleanertext
Apprentice
3 months ago
Apprentice
anpatterson03Apprentice

Filter Assets by StateSubmitted

I want to be able to filter our assets by the State. I know you can type the state in the search box but you can’t save that as a pre-defined filter to select over and over. It would be helpful to have that as a column selection as well.

0
Apprentice
3 months ago
julia.a
Top Contributor ⭐
julia.aTop Contributor ⭐

Let customers close ticket via linkUnder Review

We send an auto-reply to all incoming customer requests in which we include links to our website on how they can solve some of their questions themselves, like delivery status or details on returns for example.It would be great if we could include a link with the ticket number as a variable to let customers close their tickets themselves if they have already found a solution by simply clicking a link in our auto-reply. This should work without having to visit the portal.Ideally, customers should be taken to a customizable page with a success message and also receive a short reply informing them that they successfully closed their ticket. As previously suggested by @ruben.tuitel here: Also, Zendesk is even offering this in combination with suggesting fitting solutions depending on the topic of the request: 

14
vilvaathibanpb
3 months ago
Apprentice
AndreasFischerApprentice

Option for an agent to choose if a Note should be Public or Private as default.Future Consideration

Hi,Allowing agents to set a default for whether a note is Public or Private could definitely reduce repetitive actions and improve efficiency, especially for tasks they perform frequently. It’s a small change that could have a big impact on workflow optimization.Br Andreas  

1
techtibco
3 months ago
Peter Helto
Top Contributor ⭐
Peter HeltoTop Contributor ⭐

Employee Onboarding - Form FieldsPlanned

The employee onboarding captures all data from the onboarding submission into text data. This makes functionality in other parts of FreshService not work correct.  For example This text data does not flow into the mobile app because the mobile app only shows ticket description and ticket field data. It is impossible to work on the ticket. You can’t use business rules on any of this text data or questions because business rules rely on fields. You are unable modify any of the answers captured during the stakeholder submission process in the portal like a regular incident. Example, HR needs to change the start date, or Modify job title or name due to typo.  None of this can be edited from the support portal ticket view because it’s all text data.  Only form fields can be granted permission to be modified in the service portal. The onboarding module needs to have it’s own form fields in field manager.   By moving the questions created in employee onboarding setup to Field Manager it fixes all of the above 3 problems.The mobile app will show everything correctly business rules will work you can modify the form field to allow requesters to view/modify as needed.   

22
janellavs
3 months ago
pradeepsh8423
Apprentice
pradeepsh8423Apprentice

Complete Your Tenant Migration with the Right ToolsClosed

If you're undergoing an Office 365 tenant to tenant migration, don’t treat it as a simple data copy. It involves identity shifts, service recreation, and domain transfers. The complexity grows with the number of users and workloads.For OneDrive, a professional OneDrive migration tool is non-negotiable. It allows you to maintain ownership, file shares, and document versions across the migration—critical for compliance and productivity post-cutover.Exchange mailbox moves are fully supported using Microsoft’s native mailbox migration method. The video explains how to assign permissions and initiate batch migrations securely using native features.

1
boothcoolapk
3 months ago
Contributor
Karen.ScottContributor

Scheduler - Just a long listSubmitted

Suggestion is to allow proper organisation of the scheduler rather than having a long list.e.g. I have a scheduler to raise a ticket for Licence renewals and also Business Review Meetings with customers (Use MSP mode). If I add a new schedule it just goes to the bottom of the list which is now sitting at almost 50 items to be scheduled. Suggestion is to allow the items to go into Alphabetical order or allow filters so each schedule can be easily found rather than just continually scrolling to the bottom .

5
haddy
3 months 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