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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
ajey
Apprentice
ajeyApprentice

Add Watcher to ticket from API or SDK in FreshService?Submitted

Is it possible to add watcher to ticket from SDK or API today?  Cannot find it...

5
Medic1334
3 months ago
josh_scott
Contributor
josh_scottContributor

Ask Freddy AI - Usage AnalyticSubmitted

Would love to be able to see the actual conversations people are having with the search box on the end user support portal. That way we could know what subjects we need better documentation for in our knowledgebase. 

0
josh_scott
Contributor
3 months ago
Contributor
victor.prataContributor

Side-Menu "Dashboard" icon looks like a question-markClosed

Users might associate it with an "About" or "FAQ" link. The icon-graphic could use a clearer symbol

9
Mac son
3 months ago
Contributor
marta.wesselhoffContributor

Undoing a merged ticketClosed

Often times, an agent will either be new and learning, or in a hurry, and they will accidentally merge the wrong ticket. When they realize the mistake, they need to re-open the original ticket, then copy/paste any replies back into the original as notes. This is hugely time consuming, and it would be really helpful if there was a way to reverse or undo a ticket merge after it's been completed.

25
3 months ago
Skilled Expert
stuartwilkieSkilled Expert

SLA Response/Resolution Notify - Internal GroupSubmitted

Add the option to notify the Assigned Internal Group and Assigned Group instead of just the Assigned Agent. This will help allow for increased visbility by a supporting team in case of leave etc. We make extensive use of Internal Groups - this would be highly useful

0
Skilled Expert
3 months ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Dynamic Sections limit increase and nestingUnder Review

Currently dynamic sections are limited to 5 and are not allowed to be nested.We use a lot of automation in the Service Requests and recently hit the dynamic section limit of 5 for mutliple requests.Please rise the limit of dynamic sections to at least 10 Please allow us to nest dynamic sections within dynamic sections or multi drop down fields

6
sahilvermae
3 months ago
buzoatgu
Apprentice
buzoatguApprentice

Autosave Knowledge Base ArticlesUnder Review

A feature to autosave a draft of a new article created for the Knowledge Base would be great. (Recently lost an article that hadn’t properly saved prior to Google Chrome updating.)This feature would work similarly to Google Docs or Microsoft Word’s autosave feature to prevent the lost of content when writing. This doesn’t have to be as fully featured as those 2 examples but just a backup to prevent total loss of content for those extreme situations.

4
3 months ago
Apprentice
koliverasApprentice

Dark Mode not showing highlightsSubmitted

I noticed that if Freshservice is set to Dark Mode then any comment that is highlighted does not show up. To be able to read what text might be highlighted you have to change it to Light Mode. 

0
Apprentice
3 months ago
mbackwater42
Top Contributor ⭐
mbackwater42Top Contributor ⭐

Programmatic access to workflows!Submitted

OMG can we PLEASE get API access to Workflows? This point-and-click building is killing me!

0
mbackwater42
Top Contributor ⭐
3 months ago
approvalblogger786
Apprentice
approvalblogger786Apprentice

WhatsApp Group Links 2023 | Join, Active WhatsApp GroupsClosed

Welcome to our website I will provide Whatsapp Groups entertainment, sports, IPL, cricket, education, news, Kerala, gaming, BGMI,France technology, shopping,foreign girl,ludo money and More active whatsapp group 2023.Enjoy Latest Whatsapp Groups Link 2023.

8
3 months ago
elliesm
Apprentice
elliesmApprentice

Automations: Remove Tag actionSubmitted

It is incredibly frustrating that you can add a tag with an automation, but not later remove it with an automation, meaning an agent has to manually remove it (or use a long winded API approach, as previously suggested by Freshdesk in another post that originally raised this idea four years ago).

0
elliesm
Apprentice
3 months ago
Apprentice
christian259Apprentice

Warning for problems inside Workflows and Business RulesSubmitted

Hi 🙋🏼, I found that when I checked all our set business rules and workflows, some would be activated but essentially useless because a value used inside a condition for example was altered elsewhere and therefore removed from the condition statement. There is - to my knowledge - currently no other way than checking each rule in depth to see this problem in the flow even exists.Maybe an indicator/warning 🚨could be added in the list-view of business rules and workflows to see at once where such problems inside a rule or a workflow occurred.I think this would greatly improve debugging and make it easier for changes to be made in production. 

1
kpatterson
3 months ago
xTofC4Be
Apprentice
xTofC4BeApprentice

Exceptions list for requesters mail notificationsFuture Consideration

We currently deactivated the standard requesters notifications in freshservice and are using workflow automators instead for one and only reason: exceptions cannot be configured in the standard notifications settings to avoid notifications being sent to specific requesters. This is needed because some of our requesters are also our suppliers, they're of course using ticketing tools at their side and enabling notifications for them creates loops of notification messages being sent between their system and ours.Would it be possible to add that feature (exceptions list) for each type of notifications so that we could use the freshservice standard requester notifications instead of automators ?

3
3 months ago
Apprentice
Ian GomezApprentice

Sort Automation Rules by Rule #Submitted

Anyway to sort the automation rules via Rule #? I create automation rules in order or I reorder the rules based on the situation, thus when sorting them, it will be helpful if I can sort by the rule #. Current sort by relevance is not useful for me at all. 

0
Apprentice
3 months ago
Apprentice
jcervantesFTGApprentice

First Response not clearing with Public note on self reported ticketsClosed

Normally you can clear First Response Due by adding a Public Note on a ticket. However this does not work on tickets that you open yourself and assign to yourself. This means the only way to clear the First Response Due is by emailing yourself after you open your own ticket. This is a silly workflow that just adds an unnecessary step in for the Agent. If they forget to do this, then it messes up statistics on the First Response Times.  Please make this make sense and either remove First Response Due all together for self-opened tickets (since if you are opening the ticket for yourself, of course you’re aware of it and no response is needed). Or at least let a public note clear it. Remove requirement to self-email please!

1
cl1
3 months ago
Julie0403
Apprentice
Julie0403Apprentice

Save Conversation Sort Preference in the Customer PortalSubmitted

It would be very helpful if the Customer Portal could remember each user's preferred conversation order within tickets.Currently, every time a user opens a ticket, the interaction order resets to the default (for example, "Recent first"), requiring the user to manually change it back to "Oldest first" each time.For customers who frequently review long ticket histories, especially support teams and technical users, reading interactions in chronological order is much more efficient. Having to change the sorting option on every ticket creates unnecessary repetitive work and negatively impacts the user experience.Suggested enhancement:Allow customers to save their preferred conversation order (e.g., "Oldest first" or "Recent first") in their Customer Portal profile. Alternatively, remember the last selected sorting option using the user's account or browser session. 

0
Julie0403
Apprentice
3 months ago
loveshe
Apprentice
loveshe

Add "Last Week" and "Last Month" Options to Ticket List View Date FiltersSubmitted

Currently, the Ticket List View's basic filter for the Created date field includes dynamic options such as This Week and This Month but does not include corresponding Last Week and Last Month options.Adding Last Week and Last Month would significantly improve the usability and flexibility of Ticket List Views for operational reviews, trend analysis, and reporting activities.Business Value:Enables dynamic views that automatically show tickets created during the previous calendar week or month. Eliminates the need to manually update static date ranges. Supports service desk reviews, management reporting, backlog analysis, and continuous improvement activities. Provides date-filter parity with existing "This Week" and "This Month" options.Example Use Cases:Weekly Service Desk Review: "Tickets Created Last Week" Monthly Trend Analysis: "Tickets Created Last Month" Team Performance Reviews Operational Audit and Compliance ReportingRequested Enhancement: Add the following dynamic date filter options for the Created field (and ideally other date-based fields):Last Week Last MonthThis would make Ticket List Views more robust and reduce administrative effort while improving reporting and analysis capabilities.

0
loveshe
Apprentice
3 months ago
Pac
Apprentice
PacApprentice

Carte Enjeux Maritme MO -AF EstSubmitted

Mer Méditerranée       ↓ Suez  Mer Rouge       ↓ Bab el-MandebGolfe d’Aden → Océan Indien      ↙       ↘Somaliland    Djibouti   |            ↙↓↘Bases UAE     USA, France,  & potentiels  Chine, Japon, Italie, Espagne       ↓  Positions russes / discussions en Soudan 

7
robthenry
3 months ago
Apprentice
FerryantoApprentice

Freshchat Instagram Comment EnhancementClosed

Hi Team, We’re using the Freshchat new Instagram Comment feature and this is a great feature where now we can Reply to the comments in Instagram, but we have a concern regards the Instagram Comment.Currently when the customer DM & Comment at the same time, it become 1 conversations thread. It would be great if it could be separated as 2 different Conversations thread to avoid confusion and assign it to each team that handle DM & Comment. We’re using bot on the Instagram DM but when customer comments, the Bot triggered and send reply to the customer DM. We’re hoping that we can disable the bot for instagram comments.It would be great if this concerns can be an enhancement.Thank you.

2
sahilvermae
3 months ago
Skilled Expert
sbj

Set VIP user from SCIM / APIClosed

Today you do not have the possibility to set “VIP User” automatically - it would be nice to could set it with SCIM, or at least the API

2
Daniel Söderlund
3 months ago
Skilled Expert
Cara

Inventory - Relationship Mapping Easier UnlinkingSubmitted

At the moment, if you accidentally link something with the wrong relationship connection or the wrong inventory / service linked, you have to then go into that object and unlink it rather than choosing the link in the map and unlinking. It makes the process slower and more tedious. It would be much more beneficial if you could just from the relationship mapping have in both the map and in the list, an unlink / change relationship type. Otherwise, you have to unlink and then relink to change the relationship type.

0
Skilled Expert
3 months ago
Contributor
support1Contributor

Edit the ticket fields from the table viewClosed

Hello dear FreshDesk team, Something I really need on hourly basis is to be able to edit the ticket fields from the table viewWithout opening the ticket As for now , I can edit the default fields , but not the customed.   Can you assist please ?  Thank you !Avital

3
ericafisher
3 months ago
Rich Downey
Active Contributor
Rich DowneyActive Contributor

Ability to change how the date format looksSubmitted

I like to have the date format a specific way for ease of sorting things. I prefer YYYY-MM-DD, but the fact that it displays the date as Fri, 2026, Jul 17 is not very useful. As I am sure some if not most of you are aware, not all onboarding and offboarding’s come in the order they start or leave. It would be nice to be able to change how the date is formatted. I would like it the title of the journeys to look like this Journey - Offboarding [2026-07-17] - Jimmy Jones  #JNY-90

0
Rich Downey
Active Contributor
3 months ago
Active Contributor
stephan14xActive Contributor

Show Asset Location Path in AssetSubmitted

In Admin you can create a location hierarchy which you can then assign to an asset.But there is no way to see this location path or location details in an asset and you can’t even search for a location to find it in admin to see the path or details without clicking through the hierarchy. Assume Location Path as: Country - City - Site - Building - Floor - Room - ‘Rack 15’‘Rack 15’ contains a Network Switch that has an asset and the asset is assigned to ‘Rack 15’ Now have an non admin agent try to find the location of that asset, good luck.Please show the location information somewhere in the asset details view.

1
3 months ago
Apprentice
SharishApprentice

Solution Article link to TicketsSubmitted

Hi,We are looking forward to an update that allows agents to link a Solution Article to Incident (INC) or Service Request (SR) tickets and view the article alongside the ticket. This would make it easier for support agents to reference the solution while investigating, updating, and resolving tickets without having to navigate away from the current screen.Having the Solution Article readily accessible would improve efficiency, reduce the time spent switching between multiple windows or tabs, and help ensure that troubleshooting steps are followed accurately. It would also enhance the user experience by allowing agents to update ticket notes, work logs, and resolution details while simultaneously reviewing the relevant documentation. Thank you.

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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