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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

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Contributor
Error-RuntimeContributor

Templates for Inciddents for requestersSubmitted

Hello,Unsure if this has been raised before, I know we can create ticket templates for agents but i think this would be beneficial for requesters as this would allow Service Desks to format the ticket on what details we need based on the issue. 

1
4 months ago
Active Contributor
David ErnstActive Contributor

Contracts calculating cumulative totals - formulas in ContractsFuture Consideration

I am wondering if there is any way to have Freshservice Contracts automatically calculate the amount paid to date.We have several contracts that utilize a monthly or quarterly subscription payment plan.  In some cases, we may cancel the subscription partially through the year, either because it was determined not beneficial or due to budgetary constraints.  It would be helpful to have the Contract Moule calculate how much was paid out for the duration of the contract up to that point.Is there method to include a formula in a Contract field ?

2
richard_wills
4 months ago
jcapitan-shoreline
Skilled Expert
jcapitan-shorelineSkilled Expert

Attaching Existing Assets to Purchase OrdersFuture Consideration

The current process for associating existing inventory assets with Purchase Orders (POs) in Freshservice is a significant pain point. We need the flexibility to add assets already in our inventory to an existing PO, rather than being forced to create them from scratch within the PO or resort to cumbersome workarounds.There are two primary scenarios where this limitation becomes particularly problematic: Expedited Asset Entry: Sometimes, we need to get assets into the system quickly. Using the bulk upload option directly within the inventory module is far more efficient than individually adding assets to a PO. However, if these assets are meant to be part of a PO, there's no streamlined way to link them later. Addressing Oversight and Duplication: It's not uncommon for users to forget an active PO exists. They might create, assign, and meticulously log all relevant information for an asset directly in the inventory. Currently, the only way to link this asset to its corresponding PO is to delete the existing asset, losing all its valuable associations and meticulously re-entering the data within the PO. This is a time-consuming and frustrating exercise that leads to data loss and inefficiencies. Allowing users to simply attach or associate an existing inventory asset to an active PO would save considerable time, prevent data duplication, and maintain the integrity of asset records and their associations.

2
4 months ago
Apprentice
matthew.osmanApprentice

Mark high important emails as urgentFuture Consideration

When an email is marked as high importance in Outlook that should carry over to Freshdesk and mark the ticket as urgent.   

7
4 months ago
Skilled Expert
Cara

Audit Log / History - IntegrationSubmitted

It would be amazing for auditing, if the system told you what integration or workflow or source updated a person. This would very useful to also be available in a history log on the person record. This way you can see what fields were updated from what, to what and by what. This makes troubleshooting issues and data / auditing easier to maintain.

0
Skilled Expert
4 months ago
Apprentice
gustavorochaApprentice

Folder and Subfolder Structure for Canned ResponsesSubmitted

I would like to suggest an enhancement to the canned responses feature in Freshdesk: the ability to organize responses using folders and subfolders.Currently, managing a large number of canned responses can become challenging, especially for teams that operate in multiple languages or handle diverse topics. Introducing a hierarchical structure would significantly improve organization, usability, and efficiency.Use Case: Multi-language SupportIn our scenario, we support customers in several languages. Ideally, we would like to:Create a top-level folder for each language (e.g., Spanish, Portuguese, English). Within each language folder, organize responses into subfolders by topic (e.g., Billing, Technical Support, Account Management). Store all translated and localized responses within their respective folders.Benefits:Improved navigation and faster access to relevant responses Better scalability as the number of canned responses grows Reduced risk of using incorrect language or outdated content Easier maintenance and updates for localized responses Enhanced productivity for support agentsThis structure would make canned responses much more manageable and align with real-world support workflows, particularly for global teams.Thank you for considering this improvement!

0
Apprentice
4 months ago
Apprentice
mitchell.gibbsApprentice

Multiple Prime UsersClosed

We'd like to be able to have multiple Prime Users for a Department so that there can be multiple Requestors who can monitor incidents for their team. I tried to add more than one and it wouldn't let me. Is there currently any way to achieve that? 

3
MichaelJM
4 months ago
joly556
Apprentice
joly556Apprentice

Tips for Stress-Free Travel Planning in FloridaClosed

Traveling can sometimes feel overwhelming—between managing schedules, packing, and making sure everything goes smoothly. One thing that makes a big difference is reliable transportation. Having access to car rental services in Florida not only gives you the freedom to explore at your own pace but also takes away the stress of depending on public transport or ride-sharing.

4
liteblue
4 months ago
Contributor
michaelrContributor

Force agents to comment when closing ticket + Mail-submit as a different userClosed

I have two requests / questions - these might already be possible, but if not would sure be a nice addition. 1. Is there a way to force agents to fill in a comment when closing a ticket? Currently some of our agents are replying with final details on how they solved the issue, and then close the ticket, so the user gets two emails at the same time.. I would cancel e-mail notifications for closed tickets, but other agents might not respond at all when closing a ticket, trusting the ticket-closed-notification to let the user know the problem has been solved.I'm trying to minimise the amount of e-mail notifications the users get, so I would like to be able to either force agents to send a comment before closing a ticket (so I can cancel the closed-notification for users) or send a comment and close the ticket at the same time, so that the user will only get one mail notification.2. Is it possible to mail-submit a ticket as a different user? or alternatively, is there a way for the requester of forwarded-mails to be the original sender and not the person who did the forwarding? We are constantly getting user-requests to our personal or work mails, and when forwarding them to the help-desk, the requester listed for the ticket is the agent who did the forwarding and not the user who originally made the request. Any info on how I can do either of these, or if they are in the future road-map for Freshservice, would be very much appreciated. Thanks, Michael

3
sahilvermae
4 months ago
hugradar
Apprentice
hugradarApprentice

Resolution AreaDelivered

I am surprised that FreshService does not have a dedicated section for adding a resolution when closing tickets. This would allow the agent to add a detailed description of how the issue was resolved, and also a closure code.  which would be great for reporting

12
zentisu727
4 months ago
Skilled Expert
Cara

Alphabetical Order - Change from Created DateFuture Consideration

ATM system-wide everything is ordered and unable to be changed from creation date, rather than alphabetical ordering.  This can be confusing when you are trying to find something and makes it hard to search in areas that are not searchable. Can the system please be changed to A-Z ordering rather than creation date? Administration processes can be slowed down because of this as it is hard to find specific information at first glance and sometimes can mean the duplication of roles or rules or specific.

1
4 months ago
Apprentice
TomKApprentice

Improve New CSAT response view and dashboard accessSubmitted

We have recently moved to the New CSAT framework in Freshdesk. While the Advanced CSAT report provides the main CSAT metrics, the experience for reviewing individual customer comments and response-level feedback is now less practical than it was in the older CSAT report.At the moment, customer comments can be accessed through the Underlying Data option. This does work, and it allows additional fields such as Ticket ID, requester details, agent, group, and survey name to be added. However, this process is more cumbersome and less intuitive than the previous CSAT response view.The previous CSAT response view was more visual, interactive, and easier to use. It was much better for quickly reviewing customer comments, presenting feedback internally, identifying trends, and following up on specific service improvement opportunities.The current New CSAT response-level view is mainly presented as a standard table, which makes it less effective for quick review and presentation purposes. I also cannot see a straightforward way to add this response-level comments view directly to a dashboard for quick access and visibility.Requested improvement:Please consider adding a dedicated response-level view for New CSAT, similar to the older CSAT response view, with the ability to:View individual customer comments in a clear, visual, and interactive format See associated details such as Ticket ID, agent, group, requester, company, survey name, and response date Add the response-level view or a useful summary widget directly to a dashboard Export the response-level data, including customer comments Make customer comments easier and faster to access from the Advanced CSAT reportFrom a user perspective, the old CSAT response view was significantly better for day-to-day service review work. The New CSAT reporting framework provides the metrics, but the comments and response-level review experience feels weaker and less accessible.I believe this would be a valuable improvement for many Freshdesk customers, especially those who use CSAT comments for service reviews, presentations, customer follow-up, and continuous improvement activity.

0
Apprentice
4 months ago
Active Contributor
dgoodActive Contributor

Add an 'Associated Tickets' field to the Contact search filtersFuture Consideration

We are importing contacts somewhat regularly and would like a way to remove contacts created before a specific date, but we don’t want to remove contacts that have tickets associated with them as that would remove potentially important documentation.Allowing a filter of ‘Associated Tickets’ with an option of ‘Yes’ or ‘No’ would allow us to filter Contacts created before a specific date that have no associated tickets, which would provide an easy option for bulk removal of Contacts that do not need to be in the system.

1
tracihawes
4 months ago
Apprentice
WoineApprentice

Enable custom fields as parameters in URLUnder Review

As of now it is possible to create an URL with parameters for standard fields, that will prepopulate the new ticket form in the requester portal with values.E.g. https://OUR_DOMAIN/support/tickets/new?workspace_id=2&subject=TestThis will set the workspace and the subject as prepopulated in the form.After searching the forums and also chatting with a support agent from Freshworks, I understand that this is not possible to for custom fields. I’d like to see the same possibility implemented for custom fields. The underlying idea is to publish links on our intranet, to allow for the user to easliy report issues, without having to make multiple choices in the portal (we have several workspaces and it is not always crystal clear which one to pick)

2
4 months ago
Skilled Expert
martin.jSkilled Expert

Ability to Export ticket Conversations / CommentsClosed

Could we please have the ability to export full ticket conversations, either (or both) via within each ticket itself (so an Export option) or allow to be included in Reports/Analytics.We sometimes get audited, or managers needing an export of a ticket to review.

1
sahilvermae
4 months ago
JDCQ
Apprentice
JDCQApprentice

Mandatory comment field for customer surveyClosed

After closing a ticket, we ask our customers to supply a survey.They have the possibility to choose between extremely satisfied / satisfied / not satisfied - not unsatisfied / not satisfied / extremely unhappy When they choose those where they are not satified, i’d like to have a mandatory field to be filled to give some more explanation

2
sahilvermae
4 months ago
Apprentice
Spartan GlobeApprentice

Time Range in AnalyticsSubmitted

Hello,I think it could improve analytics to have more Date Range in Analytics, for example :Last 12 monthsLast 13 monthsLast 4 weeksLast 5 WeeksBecause today whenever I use Last 366 days, group by Months, I know the 1st month displayed will be wrong if it’s the 12th of May, the month of May minus 1 year will start the 11th, so incomplete.Same with weeks, I’d like to display the last 4 or 5 weeks, but if I select last 30 days, groyp by week, the 1st week will also be incomplete

0
Apprentice
4 months ago
Contributor
kristi.dennisContributor

Sort and Search option for Canned ResponsesUnder Review

CURRENTLYCurrently, the canned responses Admin page for a Canned responses folder auto-”sorts” based on the date a response was created. This is a NIGHTMARE when trying to tweak the content of a canned response you didn’t make in the recent past. You have to read through page by page to find the one that you are looking for. When you have 100-200+ responses this is time consuming and a bit ridiculous! Yes, admins/account admins can import and export, this does not help my non-admin agents and no, I will not make them admins. (I’m making another Idea post about this rant of mine) IDEAPlease create a Canned responses search that will search both content AND title for keywords and sift results. This would be akin to the Solution Article search that is employed on the Portal. Also appreciated would be a way to sort Responses Alphabetically or by Recent Usage instead of the order in which it was created. Even if all that is added is a “here’s your most recent 10 used responses” in the Admin side, you would be able to not look through pages upon pages of responses in order to find the one you need to edit. 

20
Pramoth
4 months ago
d.martinovic87
Apprentice
d.martinovic87Apprentice

Ticket list separate ticket numberSubmitted

Hi,we would like to be able to view the ticket list and have the subject and ticket number separated. Basically, it would be great if the ticket number would be in its own column. Benefit is to be able to sort by ticket number. BRDejan

0
d.martinovic87
Apprentice
4 months ago
Greg_Zielinski
Apprentice
Greg_ZielinskiApprentice

Can the Note in a time entry also post in the NOTES of the ticket?Submitted

Would it be possible to have the “Note” when entering the time entry appear in the Notes section in project tasks?If a time entry is added a NOTE is entered, it doesn’t appear in the same NOTES section when clicking “Add Note”.  This means there are two places to review “notes” to a ticket If we don’t enter Notes in the time entry, the analytics are empty for time entry reports.As a Project Contributor, I want the text entered in a Time Entry "Note" field to automatically populate as a new entry in the task's "Notes" section, So that I can document my progress and log my billable hours in a single action without duplicating my work. 

2
4 months ago
ammon.nelson
Skilled Expert
ammon.nelsonSkilled Expert

service bot on multi-tenant accountClosed

We have multiple tenants under one main account. Is it possible for me to select or change which tenant I want the ticket created in?

11
4 months ago
Apprentice
jtfox_vc3Apprentice

Project RAID LogSubmitted

We need some type of RAID log for a project. This is a big part of running a project. 

0
Apprentice
4 months ago
Apprentice
jtfox_vc3Apprentice

Notes on ProjectsSubmitted

The Project Overview needs a notes capability similar to that of project tasks. Yes, I can add a paragraph custom field, but having a notes feature that allows multiple notes that puts the note with a date and time stamp would be helpful.  Then add the note as a data object for reporting so notes can be surfaced into a dashboard or report. 

0
Apprentice
4 months ago
Apprentice
jtfox_vc3Apprentice

Consolidation: Analytics, Dashboard, Project Analytics, Tasks, TicketsSubmitted

Please consolidate the fragmented reporting in FreshService. There is no reason to have a Dashboard, Analytics and Project Analytics. This should all just be available under a single Dashboard or Analytics function. This would also bring all the data elements into a single Dashboard. I should be able to build a single dashboard that shows ticket data, project data, task data, etc. 

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

Feature request: Search for Canned responsesUnder Review

I would appreciate if you could add a Search function to search for both title and contents of Canned responses both within the Admin menu and within Tickets.Currently you can only search for Canned response titles when you’re within a ticket replying to a customer. You cannot search for the contents of those Canned responses and you cannot search for anything within the Canned response Admin menu. The latest Canned response update also makes it impossible to use Cmd+F to search for titles in the Admin menu as the responses within a folder are now spread across more than one page…

5
Pramoth
4 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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