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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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Apprentice
ewanatApprentice

Cloud Storage integration with EgnyteClosed

Egnyte is an enterprise cloud file storage system that offers some features that other cloud storage solutions don't.  Integration with that system  would be very helpful for companies already using the Egnyte solution.

3
4 months ago
Apprentice
kc_winApprentice

Allow Journey phases to be gated based on initiator profile fieldsSubmitted

I don’t understand why journey phases can only be gated based on the initiator form. I want to gate a phase based on the initiators title in their Freshservice profile. I don’t want to ask the initiator for their title, because nothing stops them from selecting a higher level title. I already sync their title from Entra, so if I could just gate the phase off of that field in their profile, I could be sure they are allowed to move forward. 

0
Apprentice
4 months ago
emmagax
Apprentice
emmagaxApprentice

Can Interactive Spending Simulators Improve User Engagement?Submitted

Hi everyone,I'm experimenting with a browser-based money simulator where users can spend virtual budgets ranging from a million dollars to billionaire-sized fortunes. The concept is similar to gamified product browsing rather than traditional ecommerceI'm curious whether anyone has tested interactive tools or games alongside an OpenCart store to increase engagement, session duration, or social sharing. Have you found that visitors interact more with simulations, calculators, quizzes, or other non-shopping features compared to standard product pages?I'm particularly interested in whether gamification helps attract new users and encourages repeat visits. Any experiences, case studies, or suggestions would be appreciated.Thanks! 

0
emmagax
Apprentice
4 months ago
Apprentice
mgunnApprentice

Risk Register - any solutions?Submitted

Was wondering if anyone ever established a Risk Register function? I have seen sporadic discussions elsewhere in the community, and a very limited plugin that doesn't really serve the function fully. In short, ITIL4 says Risk Management is a fundamental and should be treated as a first class citizen (similar to how change records and problem records have their own dedicated sidebar areas and full lifecycle and integration across the platform) I have added this as a feature request in the non-community freshworks pages, but really wondering if anyone has come up with a workaround or solution? I feel it should really be fundamental given the above relation in ITIL. I also saw this post with a few asking the same thing but the post is now closed Risk Register | Freshworks Community

2
muqqadasali
4 months ago
Apprentice
jpcloseApprentice

Save generated documents from service item without having to email requesterSubmitted

When linking a document to a service item. Can there be an option alongside “Generate and Send/custom email” that is just “Save to private note”? This then just saves the generated document as a private note.We have a few items where the details entered are then filled into a form and sent to a supplier. We don’t want/need to the requester to see this but Fresh only allows generate and send to requester.I believe a janky solution can be accomplished in the workflow automator using the api to change the requester temporarily but just a button to save to private would be a much easier solution. Thanks,

3
Sandeep Talla
4 months ago
Apprentice
Jeff BApprentice

Add ability to add a note through Bulk updateSubmitted

Add two check boxes under Add reply, for ‘Add public note’ and ‘Add private note’ or something to that effect.   

0
Apprentice
4 months ago
Skilled Expert
Cara

Analytics - Send from Service Desk EmailSubmitted

At the moment, if someone builds a report or schedules one - it comes from that person and if their account is deactivated manually it asks for you to transfer the report to another person. However, we have the accounts automatically disabling from M365, therefore - we would not be getting alerted that that person has a report assigned against them to re-assign to someone else. It would be more beneficial if you could then choose to have the report assigned to the Service Desk email address and send from it. That way if that person leaves, then the report does not stop running or need to be reassigned.

0
Skilled Expert
4 months ago
Apprentice
pedrohfcApprentice

Lack of SLA Policy visibility in Freshservice reports (with real-world impact and workaround)Submitted

 Today, SLA Policies in Freshservice are configured based on conditional triggers such as Subject, Service Item, Agent Group, and custom fields.However, there is no direct relationship between a Service Catalog Item and a specific SLA Policy unless a condition is explicitly created for that item (for example, using the item name or a unique field).In complex environments like ours, where we have multiple SLA Policies with different conditions, this creates an important challenge:👉 A single catalog item can have tickets associated with different SLA Policies over time👉 In practice, most tickets follow one main SLA Policy, but exceptions exist👉 This leads to inconsistent and imprecise reportingMain LimitationFreshservice does not provide a native field that indicates which SLA Policy was applied to a ticket.Even with the large number of available reporting fields, this information is not exposed — making it difficult to:Accurately track SLA performance per service Analyze compliance based on actual applied SLA Understand how much of the SLA time was consumed at resolution Identify deviations and improvement opportunitiesOur WorkaroundTo address this limitation, we implemented the following solution:✅ Created a custom field: “SLA Policy Name”✅ Built an automation workflow that captures the SLA Policy applied to the ticket and populates this fieldThis allows us to:Extract tickets by SLA Policy in reports Perform analysis combining Service Item + SLA PolicyIssues with the WorkaroundWhile helpful, this approach has important limitations:⚠️ The automation is not 100% reliable — in some cases, the field remains empty⚠️ Historical data is not populated (only works for tickets created after implementation)⚠️ Any failure in the workflow leads to data inconsistency⚠️ It introduces additional maintenance complexityBusiness ImpactWithout a reliable and native way to identify the SLA Policy applied to each ticket, it becomes difficult to perform key analyses, such as:Measuring how much SLA time is typically consumed before resolution Comparing expected vs. actual SLA performance Identifying services with misaligned SLA configurations Driving continuous service improvement initiativesFeature RequestIt would be extremely valuable if Freshservice provided:✅ A native field indicating the SLA Policy applied to the ticket✅ Visibility of SLA breakdown per priority (since time varies based on priority level)✅ Availability of this information in Analytics / reporting layer✅ Preferably with historical traceability (even if SLA changes during ticket lifecycle)Final ThoughtsThis capability is essential for organizations that rely on SLA metrics to drive governance, service quality improvements, and compliance.Today, we are able to partially solve it with custom fields and workflows — but a native solution would significantly improve data reliability and analytical capabilities.

0
Apprentice
4 months ago
Apprentice
KCallahanApprentice

Widget suggestionSubmitted

It would be nice if there were Widgets for the following:For tickets an Agent is CC’d on. There does not seem to be a way on the Dashboard for me as an Agent to view a list of the tickets that I’ve been copied on. It is very inefficient to have to work from the email notifications. Group tickets - a widget for a list of open tickets assigned to any groups an agent belongs to regardless of who the ticket is specifically assigned to. 

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

Add tasks to Change templatesClosed

I was creating some Change templates for monthly maintenance that involves changes (like updating Freshservice Workflows, for one). It would be really nice to be able to build and assign the tasks from the template rather than having to build them each and every month. If there is a way to do this I can’t seem to find it. Thanks!

1
4 months ago
claytonsaid
Top Contributor ⭐
claytonsaidTop Contributor ⭐

Align Ticket Categories with Service ItemsFuture Consideration

I’m sure that most of us will agree that the vast majority of IT services will require the ability to raise related Incidents (Report an Issue / Ticket) and/or Service Requests.  Therefore for every new IT service being provided one needs to create both a new Category/Sub-Category in the ticket Field Manager and a Service Item.Our system integrator helped us to design a workflow that associates a Service Item with its corresponding Category/Sub-Category via a Custom Object.  This is required for analysis and oversight.    However, I strongly believe that there should be a built-in feature that allows you to correlate or align these two aspects (in the Field Manager or whilst editing a Service Item).   I would like to hear your thoughts on this.  What is your approach? 

6
jACKS2311
4 months ago
Mahdi.abuhait
Contributor
Mahdi.abuhaitContributor

Feature Request: Add “Observations” Section to TicketsSubmitted

Dear Freshservice Team,I would like to submit a feature request to enhance ticket handling efficiency within the platform.We propose adding a dedicated “Observations” section within every ticket, allowing agents to document key findings, actions taken, and important notes in a structured and easily accessible way.Purpose and Benefits:Reduce time spent reviewing full internal and external ticket conversations Provide a quick summary of investigation progress and actions taken Improve visibility of ticket status for agents handling follow-ups Enhance shift handovers and team collaboration Increase overall efficiency in ticket resolution and response timeSuggested Functionality:A clearly visible “Observations” tab or panel within each ticket Ability for agents to add timestamped notes after each action or investigation step A structured format for quick summaries of progress Easy access during ticket follow-up without scrolling through entire conversation historyThis feature would significantly improve operational efficiency and agent productivity, especially in high-volume support environments.Thank you for considering this request.

2
Mahdi.abuhait
Contributor
4 months ago
Contributor
SteveDewSWRContributor

Continuous Improvement RegisterSubmitted

Please can a CI module please be added to Freshservice. This is a massive part of the ITIL framework and an important thing for all Service Management teams to do. At the moment our process for this our clunky spreadsheets.

0
Contributor
4 months ago
Contributor
KristianHSContributor

Missing a standalone task module.Under Review

The addition of a dedicated task module in Freshservice would provide a centralized view of all tasks assigned to an agent—regardless of whether they originate from tickets, problems, changes, or projects.Furthermore, it should support the creation and assignment of internal tasks between agents that are not tied to any specific parent entity.This would enhance flexibility in workload management and improve internal collaboration across teams.

4
Contributor
4 months ago
Apprentice
mhaydenApprentice

TV Display or Dashboard for Ticket StatusClosed

Would love to be able to have a monitor in the hallway that shows which tickets are at a specific status (ex. "Ready for Pickup", "Response Needed," etc.).  That way people walking by could see that their device is ready or that they need to check their email.  It would be great to have a page that fit in 1024x768 and auto-refreshed.  Slider with prominent "Page X of Y" if the view was greater than the size of the monitor.

4
boothcoolapk
4 months ago
mbackwater42
Top Contributor ⭐
mbackwater42Top Contributor ⭐

Move Resolution to Ticket FieldsSubmitted

 This whole tab should be a field in the Ticket Fields, which would allow us to use Business Rules to do something like mandate notes before a ticket is Closed/Resolved. I manually built a custom field and rule to do this, but it seems silly to have a whole tab for something that should be a standard ticket field. 

1
Skilled Expert
4 months ago
Apprentice
MichaelShawApprentice

Journey Activity - Create Ticket From Service CatalogSubmitted

We can configure a “Create ticket” activity in a journey. This activity creates a Service Request ticket. Currently, these tickets have to be created from scratch within “Configure activity”. We would like the ability to link the ticket creation activity to items from our Service Catalog and populate them with journey data. This saves us from duplicating work, and lets us maintain consistent behavior for services that are provided withing a journey but also provided directly in the catalog.

0
Apprentice
4 months ago
trevisscout
trevisscout

One-Click Gift Card Balance Lookup Platform for Popular BrandsSubmitted

At starbucksgiftcardbalance.us, users enjoy a fast and intuitive way to check their Starbucks gift card balance in just a single click, without the hassle of navigating complex menus. Our platform is designed for simplicity and speed, making it easy for customers to instantly verify their available balance and plan their next coffee purchase with confidence. Built with user experience and accuracy in mind, this balance-checking tool ensures convenience for every Starbucks gift card holder.

1
oliver3434
4 months ago
Apprentice
anpatterson03Apprentice

Search Asset Number FieldsSubmitted

We need to be able to search custom asset fields that are defined as numbers. In our case we store mobile telephone numbers attached to cell phones so we normally would search by that phone number to bring up the asset. I am not sure why number fields are not searchable as it is.

1
4 months ago
Karel_Vlček
Top Contributor ⭐
Karel_VlčekTop Contributor ⭐

Easy -> Move "Requested for" imput to main page of requestUnder Review

Hi,I would appreciate moving all the items on the second page of the request service item to the first page, especially the "Requested For" input field and making it more visible.Because 90% of our users simply ignore or don't see it.  

2
Pao
4 months ago
Skilled Expert
SnuffleRoeSkilled Expert

Consistant text editor throughout the systemUnder Review

At the moment, there is no consistancy in functions for text editors throughout the system.In one place a text editor allows the function of using blockquotes where others don't.Some places allow the use of the HTML editor for sending mails (like sending mails from the workflow editor), in other places (like sending a mail from the Supervisor Rules) the HTML editor is not available.Can you please make all the editors consistent in functionality throughout the system?

3
boothcoolapk
4 months ago
SSF12
Apprentice
SSF12Apprentice

Feature Request: Include Approval and Publication Metadata in Solution Article Version History for IT AuditsSubmitted

1. Background & ContextIn Freshservice, we utilize the approval workflow for knowledge base solution articles. New articles or updates to existing ones must be approved by designated individuals or groups before they go live. This feature works very well and ensures the quality and compliance of our internal and external documentation.2. Problem StatementCurrently, the Version History of a solution article does not provide visibility into the historical approval data of older versions. Within the version history view, it is not possible to see:Who approved a specific, older version of the article.Who actually published that specific version.The system typically only displays the current status or the last editor, missing the detailed audit trail of the approval process for each individual historical version.3. Business Impact & ComplianceThis lack of visibility poses a significant challenge during IT Audits (e.g., ISO 27001, ITIL audits, or SOX compliance).Auditors strictly require seamless proof that published knowledge—especially standard operating procedures (SOPs) for critical infrastructure—has passed the correct approval channels.Currently, reconstructing this data requires tedious manual searching through email notifications, global system logs, or historical ticket workflows.4. Proposed SolutionWe propose enhancing the Solution Article Version History view to include audit-relevant metadata for every version iteration.Suggested UI Improvements:Expanded Table/Detail View: Each listed version in the history should feature additional columns or an expandable details panel."Approved By" Field: Displays the name and timestamp of the agent who granted the approval for that specific version."Published By" Field: Displays the name and timestamp of the agent who published that specific version.Target Visual Structure Example:VersionModified ByModification DateApproved ByApproval DatePublished ByStatusv3 (Current)John Doe2026-06-10Jane Smith2026-06-11John DoePublishedv2 (Archived)Julia Admin2026-04-01IT Manager2026-04-02Julia AdminArchivedv1 (Archived)John Doe2026-01-15Change Advisory2026-01-16John DoeArchived5. Benefits of ImplementationAudit-Readiness: Instant, transparent proof for compliance officers and auditors directly within the article interface.Time Savings: Eliminates hours spent manually reconstructing workflows from global activity logs.Quality Management: Enhances internal accountability and traceability if errors are discovered in older documentation baselines.  1. Background & Context!--tgqphd|[]-->In Freshservice, we utilize the approval workflow for knowledge base solution articles. New articles or updates to existing ones must be approved by designated individuals or groups before they go live. This feature works very well and ensures the quality and compliance of our internal and external documentation.!--tgqphd|[]-->!--tgqphd|[]-->2. Problem Statement!--tgqphd|[]-->Currently, the Version History!--tgqphd|[]--> of a solution article does not provide visibility into the historical approval data of older versions. Within the version history view, it is not possible to see:!--tgqphd|[]-->Who!--tgqphd|[]--> approved a specific, older version of the article.!--tgqphd|[]-->!--tgqphd|[]--> Who!--tgqphd|[]--> actually published that specific version.!--tgqphd|[]-->!--tgqphd|[]-->!--tgqphd|[]--> The system typically only displays the current status or the last editor, missing the detailed audit trail of the approval process for each individual historical version.!--tgqphd|[]-->!--tgqphd|[]-->3. Business Impact & Compliance!--tgqphd|[]-->This lack of visibility poses a significant challenge during IT Audits (e.g., ISO 27001, ITIL audits, or SOX compliance)!--tgqphd|[]-->.!--tgqphd|[]-->Auditors strictly require seamless proof that published knowledge—especially standard operating procedures (SOPs) for critical infrastructure—has passed the correct approval channels.!--tgqphd|[]-->!--tgqphd|[]--> Currently, reconstructing this data requires tedious manual searching through email notifications, global system logs, or historical ticket workflows.!--tgqphd|[]-->!--tgqphd|[]-->!--tgqphd|[]--> !--tgqphd|[]-->4. Proposed Solution!--tgqphd|[]-->We propose enhancing the Solution Article Version History!--tgqphd|[]--> view to include audit-relevant metadata for every version iteration.!--tgqphd|[]-->!--tgqphd|[]-->Suggested UI Improvements:!--tgqphd|[]-->Expanded Table/Detail View:!--tgqphd|[]--> Each listed version in the history should feature additional columns or an expandable details panel.!--tgqphd|[]-->!--tgqphd|[]--> "Approved By" Field:!--tgqphd|[]--> Displays the name and timestamp of the agent who granted the approval for that specific version.!--tgqphd|[]-->!--tgqphd|[]--> "Published By" Field:!--tgqphd|[]--> Displays the name and timestamp of the agent who published that specific version.!--tgqphd|[]-->!--tgqphd|[]-->!--tgqphd|[]--> !--tgqphd|[]-->Target Visual Structure Example:!--tgqphd|[]-->!--tgqphd|[]-->Version!--tgqphd|[]--> Modified By!--tgqphd|[]--> Modification Date!--tgqphd|[]--> Approved By!--tgqphd|[]--> Approval Date!--tgqphd|[]--> Published By!--tgqphd|[]--> Status!--tgqphd|[]--> v3 (Current)!--tgqphd|[]--> John Doe!--tgqphd|[]--> 2026-06-10!--tgqphd|[]--> Jane Smith!--tgqphd|[]--> 2026-06-11!--tgqphd|[]--> John Doe!--tgqphd|[]--> Published!--tgqphd|[]--> v2 (Archived)!--tgqphd|[]--> Julia Admin!--tgqphd|[]--> 2026-04-01!--tgqphd|[]--> IT Manager!--tgqphd|[]--> 2026-04-02!--tgqphd|[]--> Julia Admin!--tgqphd|[]--> Archived!--tgqphd|[]--> v1 (Archived)!--tgqphd|[]--> John Doe!--tgqphd|[]--> 2026-01-15!--tgqphd|[]--> Change Advisory!--tgqphd|[]--> 2026-01-16!--tgqphd|[]--> John Doe!--tgqphd|[]--> Archived!--tgqphd|[]--> !--tgqphd|[[1,0,0,7,null,""]]-->!--tgqphd|[]-->5. Benefits of Implementation!--tgqphd|[]-->Audit-Readiness:!--tgqphd|[]--> Instant, transparent proof for compliance officers and auditors directly within the article interface.!--tgqphd|[]-->!--tgqphd|[]--> Time Savings:!--tgqphd|[]--> Eliminates hours spent manually reconstructing workflows from global activity logs.!--tgqphd|[]-->!--tgqphd|[]--> Quality Management:!--tgqphd|[]--> Enhances internal accountability and traceability if errors are discovered in older documentation baselines.!--tgqphd|[]-->!--tgqphd|[]-->!--tgqphd|[]--> !--tgqphd|[]-->

0
SSF12
Apprentice
4 months ago
Skilled Expert
Cara

Service Item / Ticket - Requester View & Agent ViewSubmitted

There should be either a separate tab for required fields agents have to complete, rather than having to add it to the ticket view for the right panel to be updated. This then creates more administration and means you are having to go into the ticket field manager, add the fields and then create rules to base on when those appear.  BUT you cannot ask it to show those fields based on the Service Item so we have created a field called tags that has the form names in them and then when we want to show only certain fields we add the tag in the workflow and say if this tag is visible show these fields.  It makes it way more administration. You should have more autonomy as to what fields show up on the right hand panel based on what form it is and then this should be where the required fields are marked for agents to complete at certain stages. This should be managed in the Service Item itself and be a separate tab section in the Service Item for you to add and remove fields.  OR and be able to add these same fields to the task (which should be in the Service Item for administration too) so you can add custom fields to tasks based on what type of for it is. Not have the same templated task fields for every task. This does not make it clear as to what functions need to be done via a task based on the type of ticket. You should be able to add required fields that need to be completed, prior to the task being completed or it does not progress further.

0
Skilled Expert
4 months ago
Skilled Expert
Cara

Personal Profile - Permissions Tab / Visible via SearchSubmitted

Can the permissions tab for your personal profile please be made visible?  At the moment, you either cannot search for yourself in Freshservice via the search bar and if you open your own profile up, you cannot see the permissions tab. The only way to get to your permissions tab is to find yourself via a ticket. This shows your dashboard profile normally but then via a ticket shows your agent profile. I do not understand why you cannot search and find yourself in the search bar. At times, there is a need to have a look at what permissions you have and access your own details. You shouldn’t have to go to profile settings only to get to your profile or search via a ticket to find your profile to get to the permissions. This makes administration much harder and more convoluted.

0
Skilled Expert
4 months ago
Contributor
SteveDewSWRContributor

Move 'Checklist' to tab within the ticketSubmitted

Please move the ‘Checklists’ section to its own tab, next to Related Tickets / Tasks.There’s already too much in the sidebar which agents already have to scroll a lot to use.Please give this great feature the respect it needs and move it to its rightful place.

2
Skilled Expert
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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