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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

Back to top of the list
Apprentice
chris.bradleyApprentice

Auto-Refresh - Ticket OverviewClosed

 I would like to see the ticket overview auto-refresh, as new tickets come in you don't know about them until you hit F5 and also ticket updates are also not known.

8
janbill
3 months ago
Apprentice
Gary_RApprentice

Add Agent name to Freddy AI Resolution InsightsSubmitted

Would like to see the agents name who resolved the issue next to the ticket number for quicker resolution. 

0
Apprentice
3 months ago
nehuupantt
nehuupantt

Build Mobile For Your Shopify StoreClosed

It’s amazing to create a mobile app for your Shopify store. This is the only option to stay in competition with your competitors. Many businesses have already shifted towards mobile commerce.After building a mobile app for Shopify store for your business, you can easily link to social media channels. By doing a single click on your product customers can directly enter your website. Customers spend most of their time on their mobile phones browsing mobile applications.The push notification feature allows you to send unlimited notifications about your products to the customers and to remind your custome

1
boothcoolapk
3 months ago
spencer.barrett
Apprentice
spencer.barrettApprentice

Restrict Email Ticket Creation to Authorized Contacts Only and Prevent Auto-Creation of New Contacts from Incoming Emails - IdeaSubmitted

Detailed DescriptionFreshdesk currently allows tickets to be created via email even when the sender is not an authorized contact. In addition, if a sender does not already exist as a contact, the platform can effectively allow that person to enter the support workflow simply by emailing in. This creates a serious control gap for organizations that need tighter governance over who can access support.A native capability is needed so that:only approved, authorized contacts can create tickets via email unknown or unauthorized senders are blocked before a ticket is created new contacts cannot be created automatically from incoming emails contacts can only be added manually by internal teams or designated administrators support teams have visibility into blocked or rejected attempts for audit and review purposesThis control should ideally work at the account, customer, or organization level, so that support access is limited to a defined list of approved contacts. If an email is received from someone who is not on that list, the system should reject, quarantine, or otherwise prevent the request from entering the ticket workflow.This is important because current workaround options are not sufficient. Domain restrictions are too broad, since many people at the same customer domain may not be authorized to engage support. Automation rules are also reactive, because the email has already generated a ticket before the rule can mark it as spam or delete it. That still creates operational noise and potential risk.The missing control over contact creation makes the problem worse. If users can effectively establish themselves as contacts by simply sending an email, then support access is not truly restricted. For organizations with strict intake requirements, contact creation must be deliberate and controlled by the support provider, not initiated passively by inbound email.Business Use CaseOrganizations need to ensure that only verified, approved customer contacts can submit support requests. They do not want unauthorized individuals to be able to email support, generate tickets, and potentially appear as valid contacts in the system.Without this control:spam tickets can enter the queue and require manual intervention unauthorized users can submit requests that should never reach agents there is a security risk of someone posing as a customer or claiming association with a client agents may spend time validating whether a sender is legitimate before acting support workflows become less secure and less efficient customer access governance cannot be properly enforcedIn addition, many organizations need to ensure that contacts are only added intentionally by internal teams. A customer or third party should not be able to become a recognized contact simply by emailing in. Contact creation should be controlled internally so that support access remains limited to trusted, approved individuals.For many teams, this is both an operational and security requirement. Email-based support intake should only accept requests from authorized contacts, and contact creation should be restricted to internal administrative control.Problem StatementFreshdesk does not currently provide a native way to restrict email ticket creation to authorized contacts only, nor does it prevent new contacts from being introduced through inbound email behavior. As a result, unauthorized users can email support, generate tickets, and create noise, operational risk, and possible security exposure.Requested EnhancementProvide a native control that:allows email ticket creation only from authorized contacts blocks or rejects unauthorized senders before ticket creation prevents automatic creation of new contacts from inbound emails ensures contacts can only be added manually by internal admins provides logging or audit visibility for blocked attemptsImpactThis is critical for preventing spam, reducing manual ticket review, improving support governance, and mitigating the risk of impersonation or unauthorized customer requests entering the support queue.

2
3 months ago
Apprentice
james.foley_18188Apprentice

Prevent unsolicited emails from non-registered people to create a support ticketClosed

Hi,Currently, if anyone sends an email to our support email address, it automatically creates a ticket.  However, we wish to move to supporting only those customers that are registered with us for support.If someone is not registered to receive support, we would like an email reply to them telling them that we are unable to provide support for them, and for this ticket not to be created.How do I achieve this ?ThanksJames

4
3 months ago
Apprentice
rushikeshdube09Apprentice

asset tag should not be editedSubmitted

Dear Team, Currently the Asset tag is a editable field which any one can edit, this field should be not allowed to edit one account admin should have that option to edit the asset tag.As now we are using asset barcode which contains the asset tag number, so if anyone changes the asset tag number it is a big headache for us to recheck assets.So kindly confirm if there is any provision Regards,Rushikesh

0
Apprentice
3 months ago
Apprentice
Olga FR24Apprentice

Add CSAT response to dashboard for quick referenceSubmitted

Suggestion - please make a similar module with quick access to CSAT stats and responses form the dashboard for account admins.BackgroundIn the old CSAT version, Freshdesk admin could quickly access CSAT from the Dashboard. Via clicking “more details” it would then take you to a nice overview of actual users comments and related tickets. Current situationWith the new CSAT module there is no such option any more. A workaround would be to copy a CSAT report in analytics and add new columns. It takes now several more steps to access comparing to the old one. 

0
Apprentice
3 months ago
Contributor
marek.lubanskiContributor

Allow ticket view builder to EXCLUDE tickets with a specific tagClosed

The agents in our organization would like to be able to create views that exclude tickets with specific tags. Right now there is only the functionality to filter tickets that INCLUDE specific tags.

10
castleaapk
3 months ago
Apprentice
System SupportApprentice

Ability to bulk update agent ticket load balance ticket assignment via csvSubmitted

Current released agent load balance ticket assignment only allows modification on individual agent profile or by individual page in the manage load section. This limit the admin during updating of the mixed agent load and causing major manual effort to update. With the bulk update via CSV allows admin to define the load accordingly on a list and import back to Freshservice.  

1
castleaapk
3 months ago
Active Contributor
laminblakeActive Contributor

Restrict changing status in the tickets list menuClosed

I currently have form rules set up to require an agent to assign a ticket to himself and choose a category before closing the ticket. This works well when they are working in the ticket but agents have found a way to get around those rules by changing the status from Open to Closed in the tickets list menu. If I had the ability to set the status column to read only in the tickets list menu that would resolve my issue. I was able to create a workflow that auto assigns the ticket to the performing agent on ticket updates if there is no agent assigned which resolves the missing agent issue but there is still the category issue outstanding. 

2
fastcommenter23
3 months ago
Apprentice
Hunain ButtApprentice

Hosting a Cookout for Your Team or Customers? Freshworks-Inspired Menu Ideas for Building Connections"Closed

At Freshworks, we believe in the power of meaningful connections—whether it’s with your team or your customers. What better way to foster those relationships than with a cookout? In this guide, we’ll share creative cookout menu ideas and tips to help you host a memorable event that brings people together. From team-building BBQs to customer appreciation grilling sessions, discover how food can be the secret ingredient to stronger connections. Plus, learn how Freshworks tools like Freshdesk and Freshservice can help you plan and manage your event seamlessly. Let’s fire up the grill and create unforgettable moments!

5
fastcommenter23
3 months ago
Apprentice
pkudlaApprentice

Option for Requester Access to Incident TemplatesFuture Consideration

We would like to have the ability to create Incident Templates and have the requesters be able to view the templates we create for submission.As of right now, only agents can create and use Incident templates, we would like to see these templates available for use for our requesters, but we would also like to be able to control what fields the requester can see or modify. For example, an agent can create a ticket template for “Phone System Issues”, these tickets could be 100% Single User impact, but the Urgency may differ. The Requester logs in to the FreshService system, selects the template “Phone System Issues” and completes the form to submit to IT Support.In this example case, we would like to show an un-editable Impact field (because this is always impacting the user), and a editable Urgency field and hide the priority field from the requester outright. The priority should continue to pull in from the Priority Matrix and IT works the request. Other Form Fields would have the same three controls available to agent as well: Mandatory - to force the requester to fill in the field in order to submit the request, Show to Requester - the requester has read-only acces to the field on the form, and Editable by Requester - meaning they have the ability to change the value on the template but aren’t forced to if it isn’t mandatory.This alleviates the burden of us having to manually change each incident request to the appropriate template. Admins can create the template once and not have to assign it to each individual ticket, users can use the template form to change values that agents allow/that they need (for example noting that an issue occurs through a whole department or the whole company, thus higher impact), and Automations and Business can run on Incident creation instead of once the ticket is manually updated by the agent.. This would allow for data integrity by not relying on human interaction for each incident.

6
3 months ago
Skilled Expert
Cara

Task List View - ColumnsSubmitted

It would be highly beneficial if we could have more of the Service Request fields available in the Task List View. This means that we can add things like the customer and particular fields to be visible when we look at that tasks making it easier to sort the queue.

1
3 months ago
Mehevienritu12344556678
Apprentice
Mehevienritu12344556678Apprentice

Unlocking Peak Performance: The Power of a Bottleneck DetectorSubmitted

Bottleneck detector is a tool or method used to identify which component in a system especially a computer—is limiting overall performance. In the context of PCs, tools like PC-Builds Bottleneck Calculator and UserBenchmark analyze the relationship between your CPU, GPU, RAM, and other hardware to determine where performance issues occur.

1
Alexbrook
3 months ago
ahui
Contributor
ahuiContributor

Assets Profile PictureSubmitted

Hello.  I would like it if Assets had the option of including the asset as a profile picture.  At the moment you can add a picture as a file attachment which is helpful, but it would be better if I could just immediately see what I’m looking at as soon as I click on the Asset.I could see this feature being useful for IT equipment that isn’t a traditional endpoint or peripheral.  For example, I have a remote office building with many copiers that are all different models and it’s very easy to forget what they all look like.  There are no IT staff, and it would be helpful to have an immediate image of the asset for better visibility, so I don’t have to ask someone at the remote location to send me a picture of the unit if I need one.You can also currently add an image to the description field currently with a little tweaking but resizing it in the field seems to be impossible and it takes up the whole screen if it’s a picture that was taken with a phone camera.I could also see this feature being helpful for other business units outside of IT like Facilities if they wanted to use Freshservice to keep track of air conditioners or other assets relating to the building.Thanks,AH   

1
joelengelhardtcrsrds
3 months ago
Contributor
victor.prataContributor

Government - Industry optionClosed

When adding a new company contact, the "Industry" field has 60 different options, but none of these are "Government". Please add!Also, it would be useful if the options in the drop-down list were ordered alphabetically.

3
liteblue
3 months ago
Apprentice
fz22Apprentice

Sort search results by last modified by defaultSubmitted

“Relevance” is rarely relevant in search results. Just show me the most recent results first, as that is almost always what I’m looking for.For example, if I search by someone’s unique-to-our-company last name “Jefferson”, the “most relevant” search results are tickets from 2 months ago, 2 months ago, 1 year ago, etc. How come those tickets are more relevant for his name than the ticket he submitted yesterday?This has been suggested twice, 10 and 5 years ago, and both are now closed to voting.Sort ticket search results by Last Modified instead of relevance | Freshworks CommunityDefault Search Results should be by date created | Freshworks Community

1
aconnelly
3 months ago
Apprentice
shaun-sApprentice

[Feature Request] Freshservice Analytics - Group by Year AND Quarter (YYYY-Qn)Submitted

It would be great if Freshservice Analytics could introduce additional date groupings, particularly Year and Quarter (e.g., 2026-Q1) to allow quarter-by-quarter analysis.FS Analytics does not permit grouping by Created Date as a Year and as a Quarter. The workaround I am currently using is to create a new attribute for the quarter of the year and then add that as an additional group by:However, this doesn’t work if I want to group by an additional attribute; for instance, Agent Group Name. I therefore have to produce a graph for each year, which isn’t ideal for a quarter-by-quarter comparison.Microsoft PowerBI and Google Data Studio permit grouping by year and quarter which allows for quarter-by-quarter analysis: 

0
Apprentice
3 months ago
Contributor
leigh.websterContributor

Allow Agents to have a multiple email addresses like requesters doClosed

When you look at a requester profile, you can add multiple email addresses.When you look at an agent profile, they can only have one email address. This presents a problem for us as we have two separate domains.Domain 1: Used for all systems setups including Active Directory, OneLogin (SAML/SSO), etc. Users are provissioned into Freshservice with this email account.Domain 2: Is simply an alias used for all inbound/outbound email communications.So for our agents, we're stuck on which email address we should set them up  on. If we use domain 1, they will continue to receive probe updates and automatically login via SSO. However if agents log their own tickets outside the system, they will be logged from domain 2.If we setup agents on domain 2, their tickets will be received fine into Freshservice. However, they won't be provisioned / updated automatically and can't SSO into the system.Having the ability to have multiple email addresses on an agent would help fix this solution. Have a primary email address which will continue to be used for provissioning and SSO but then also record their secondary email alias to capture email communications.Let me know if you require any clarification.

17
3 months ago
Contributor
MLCContributor

Workflow API (Temporary)Submitted

Workflow API calls are made only at runtime and are not saved!An option to burn the content within the workflow.

8
Contributor
3 months ago
RyanF56
RyanF56

Workflow Event: Requested Item stage is changedFuture Consideration

We are using the integrated FreshService Document Signature and have a workflow with an event using Requested Item stage is changed from Requested to Fulfilled when the document is signed and attached to the ticket. The ticket is changed from Requested to Fulfilled by SYSTEM, but the event in the workflow does not recognize it.  After speaking with Support, only after manually changing the fulfillment status by an Agent, the event workflow will work.  Support said this is by design.  We are trying to fully automate a request, and this would be extremely helpful.

3
anis75
3 months ago
Nuzzir
Apprentice
NuzzirApprentice

Freshdesk Contact AutomationsSubmitted

I would like to automatically add a tag to a customer one I have sent the approval email. The send approval email button lives in limbo. I cant do anything with it in the API, or the automation, or even a third party software like zapier. I would like more automations based off contacts in general. You only have automations for tickets. i would like to see automations within companies and contacts. Thank you.

0
Nuzzir
Apprentice
3 months ago
Hubert.Panszczyk
Top Contributor ⭐
Hubert.PanszczykTop Contributor ⭐

The ability to use all placeholders in custom approval emails.Submitted

Fresh allows you to send a custom approval request email for specific workflows. However, not all placeholders work in this case. According to the support portal, only the following are supported:-Ticket fields (e.g., Subject, Priority)-Requester information-Associated asset details I spoke with Technical Support and was informed that this is the intended behavior. In addition to the placeholders listed in the documentation, Reader placeholders associated with a Custom Object will also work, but only if their value is a user lookup.In my case, I needed information from a Custom Object that is stored as plain text.I assume other users could also benefit from this enhancement, as it seems odd that all placeholders can be selected for the email body when some of them are known not to work.

1
Daniel Söderlund
3 months ago
Skilled Expert
RodSSkilled Expert

Search and sort Custom Object recordsFuture Consideration

We have been using Custom Objects to simplify workflows for approvals and group membership and it works really well. One thing missing, though, is the ability to search the records in a Custom Object.One example is a Custom Object that holds all our AD Groups. With over a 1000 groups it is a tedious task to navigate through the pages to find the item you’re looking for. To makes matters worse, it also not possible to sort the list of records, so I can’t even try to find based on the name as the default sort is last updated dateImplementing a search and sorting for the existing columns would make working with Custom Objects a lot easier.

12
Daniel Söderlund
3 months ago
Apprentice
Sophie-MAApprentice

the "to do" feature is less than half-baked. Key missing components.Submitted

Unless your team is on the expensive Growth plan, and you’ve set up automations for when people are not active, then To-Do actions risk being forgotten in someone’s inbox.The following components of the service are critically needed:allow to filter tickets by “to-do reminder date”  allow to set a reminder to either “myself only” or “whole group” offer a calendar view enabling to see all the to-dos, with the possibility for a manager to filter by personI’m sure users will have more use cases...It’s currently a half-baked feature that really creates high risk of going missed when the original creator is not working at the time of the reminder.

0
Apprentice
3 months 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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