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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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Johannes.CPL
Apprentice
Johannes.CPLApprentice

Feature Request: Add Font Size Adjustment Options to Ticket Replies and Canned ResponsesSubmitted

The rich text editor in Freshservice currently lacks a native option to change the font size in both Ticket Replies and Canned Responses. While we can adjust formatting like bolding we cannot change the exact text size directly within the interface. In Freshdesk there is the option to use header1 or header2 which is missing in Freshservice.Proposed SolutionAdd a standard Font Size dropdown menu to the formatting toolbar in: The Canned Responses editor (Admin settings). The global Ticket Reply / Note window (Agent view). Please upvote this idea if your team faces the same formatting challenges!

2
Skilled Expert
4 months ago
DavedudeIntentsify
Apprentice
DavedudeIntentsifyApprentice

Iru Asset Sync/ integrationSubmitted

Similiar to the Intune asset/inventory sync, it would be helpful to have the same integration with Iru to pull in devices and keep track of macOS inventory within FreshDesk’s asset management. Currently those macOS devices have to be manually added or bulk imported periodically which is kind of annoying and not super efficient. 

0
DavedudeIntentsify
Apprentice
4 months ago
Contributor
sbatescpContributor

Sort by Start Date in Onboarding ModuleFuture Consideration

Why is this not available already? Seems a nailed on way that everybody can easily manage onboarding tickets. Start Date is a default field so please make this happen.

2
4 months ago
Skilled Expert
Cara

Multi-Select - Dynamic SectionsSubmitted

Can we please have dynamic sections for multi-select?  There are times when you want people to be able to choose multiple options but only show certain fields based on those answers. Why is there no option to create dynamic fields based on these options as well?

0
Skilled Expert
4 months ago
Apprentice
lily.clutchApprentice

Ability to pull article viewer data via APISubmitted

Hello,It appears there is no way to pull viewer data on articles via API, but that data is present in the UI.For example, we haven’t been able to pull who viewed each article via API (only total views), but we can pull this in the UI in a Report.Is this accurate? And if so, can this please be logged as a feature request?

0
Apprentice
4 months ago
Contributor
Carl_NewtonContributor

Automated Asset Allocation Acknowledgement Form (Pre-Populated)Submitted

I would like to propose the implementation of an automated asset allocation acknowledgement process within Freshservice.When an asset is assigned to a user, a standardised form/template should automatically be sent to the recipient. This form would be pre-populated with key device details, such as:Device name Serial number Asset tag Model/typeThe user would then be required to acknowledge receipt by completing the form (e.g. ticking a confirmation box and/or providing a signature).Key Requirements:Automatic trigger when an asset is assigned to a user Pre-population of device details from the asset record Simple user acknowledgement (tick box / e-signature) Submission logged against both: The user record The asset record Benefits:Provides an auditable record of asset ownership and acceptance Improves compliance and accountability Reduces manual admin and follow-up from IT Ensures users formally acknowledge responsibility for assigned devicesUse Case:When a laptop is issued to a user, they receive a form containing the specific device details. They confirm receipt and responsibility, and this acknowledgement is automatically stored within Freshservice against the asset and user.

0
Contributor
4 months ago
azuma
Contributor
azumaContributor

How to check Gepco Onilne Bill 2026Submitted

Visit the GEPCO bill checking website: Online GEPCO Bill Check Find your 14-digit Reference Number or 10-digit Consumer ID on any previous electricity bill. Enter the Reference Number or Consumer ID in the search box. Click "Check Bill" or "Submit". Your latest GEPCO electricity bill will appear on the screen, including: Bill amount Due date Units consumed Payment status Taxes and charges To get a duplicate copy, click Print or Download PDF.Where to Find the Reference Number?Reference Number: 14 digits Consumer ID: 10 digitsIf You Don't Have Your Old BillYou will need either:Reference Number, or Consumer IDWithout one of these identifiers, the bill cannot be retrieved online.GEPCO Covered AreasGEPCO provides electricity services in:Gujranwala Gujrat Sialkot Narowal Mandi Bahauddin Hafizabad 

0
azuma
Contributor
4 months ago
Hazell
Apprentice
HazellApprentice

Built a free tool that scores why Freddy AI isn't delivering ROISubmitted

Hi everyone,I’ve been working on a small tool for Freshservice teams who have Freddy AI enabled, or are planning to roll it out, but aren’t seeing the value they expected.The idea is simple: Freddy AI is only as good as the setup underneath it. If the knowledge base is thin, ticket categories are inconsistent, canned responses are duplicated, SLA rules are incomplete, ticket data is vague, or routing/service catalogue setup is weak, AI features tend to underperform.So I built a free Freshservice AI Readiness Audit.It connects read-only to your Freshservice instance and gives you:An overall AI readiness score Scores across 7 areas Freddy depends on The top issue blocking AI performance in each area A “do this first” recommendation Quick wins you can act on before investing more in AI rolloutIt looks at things like knowledge base coverage, ticket data quality, categorisation, canned responses, SLA configuration, service catalogue setup, and routing.The free audit doesn’t require a credit card, and it doesn’t store your API key.If anyone here is trying to work out why Freddy AI, auto-triage, or chatbot features aren’t delivering yet, I’d really appreciate feedback from actual Freshservice admins.You can try it here:https://www.servicedeskbuilder.com/ai-readinessWould love to know what it gets right, what it misses, and what would make the output more useful for a Freshservice admin.

0
Hazell
Apprentice
4 months ago
mariyapervaiz2
Apprentice
mariyapervaiz2Apprentice

mariyapervaiz2@gmail.comClosed

“Stumbled upon Global Canopies while researching outdoor design—wow! Their expertise in transforming patios, terraces, and rooftop spaces into beautifully functional areas is truly impressive. Whether it's sleek glass canopies, customizable retractable fabric roofs, or elegant louvre pergolas, their craftsmanship and attention to detail shine through. If you're looking to elevate your outdoor space with refined style and lasting quality, definitely check them out: global-canopies.com.” 

1
4 months ago
Contributor
Shyam DhandeContributor

Help needed for extracting Merged tickets in reportPlanned

Hello All,We want to create report to display all mereged ticket but when I applying filter on report its not showing any data. However we have few merged tickets created in our application. I need some helpful advice to rectify this issue. Thank you RegardsShyam

9
5 months ago
Contributor
scantrellContributor

Banner/alert notification based on Renewal Date (Company field)Submitted

This is a two part suggestion1st:In Company fields add a check box field Enable alert banner2nd:If bothThe above referenced check box is enabled and The date value in the Renewal Date field is expired (current or previous date)Then display a persistent red 3/8” red banner with the text Renewal Date in the banner in the following pages/screens:Companies > [Company] screen Above the company logo and name Tickets New ticket Upon entering the contact email associated with the company Banner automatically displays at top in the body of the New ticket window In the ticket details pane below Contact info and the above the contact’s name Ticket window Ticket body At top of page, above the statically located ticket description so that the banner is visible at all times while working in the ticket Contact info widget > Renewal Date field If Renewal date field has been added to the Contact info widget, surround / highlight the Renewal date field with red boarder, the same width as the scroll bars

0
Contributor
5 months ago
afautley
Top Contributor ⭐
afautleyTop Contributor ⭐

Custom PlaceholdersClosed

The ability to create our own placeholders would be super useful.You have already for years had the ability to put placeholders from tickets, service items etc so this is an obvious function that is needed and used by many if not all people using workflows. However, many times there is hardcoded details in workflows that I have written in that need to appear in multiple places in the the workflow or in other workflows. Think if you send an email via a workflow that has a contact detail/email in it, if that email needs changing you have to go to all the workflows that it is in (and remember where it is..) or if using PowerShell app a particular application name might need to be used. So if similar to credentials you have the ability to store placeholders in the admin section which are then available to use in workflows, you would be able to store an email, contact, department, name of any type to be used. if/when inevitably it changes you only need to change the placeholder and not each hardcoded workflow.  So some technology you already have (placeholders) tweaking slightly to give flexibility to admins cutting down this admin time so they can get on with more exciting things like AI.

2
liteblue
5 months ago
Skilled Expert
anthony castanoSkilled Expert

Why can’t we sort Ticket Views alphabetically?Submitted

Is there a reason why we still don't have the option to sort Ticket Views alphabetically in the sidebar?Currently, it feels like the order is either fixed or based on when the view was created, which makes it a bit of a scavenger hunt when you have more than five or six views to manage.I’d love to be able to use a simple naming convention (like adding "01_" or "A_" to the start of a title) to force my most-used views to the top and push the "once-a-month" views toward the bottom. It seems like a small UI tweak that would make a huge difference for daily workflow efficiency.Does anyone know if there is a workaround for this, or if it’s on the roadmap?Current Workaround: I'm currently stuck searching to find specific views, which isn't ideal.Would love to hear if others are feeling this pain point!

1
5 months ago
Contributor
Carl_NewtonContributor

Checklists - Conditions based on custom fieldsSubmitted

Love the new checklist within Freshservice and great you can link these to catalog items. However, it would be great you could create conditions based on custom fields that have been filled out on the items themselves and not just “Requester” and “Requester for”. For example - Catalog item has dropdown for phone type. If “Android” is selected chose “Android Checklist”If “Apple” is selected chose “Apple Checklist” 

1
kpatterson
5 months ago
Apprentice
ChontelApprentice

MSP Mode: Evolve Work Calendar into a Dispatch-Centric ViewSubmitted

The current Work Calendar functions as a static view of pre-scheduled tickets. This limits its effectiveness in environments where priorities shift frequently e.g. MSP environments.Key gaps: No drag-and-drop rescheduling Adjusting scheduled work requires manually editing date/time fields via a side panel. This is inefficient compared to dragging the ticket to the desired date/timeslot.  No integrated queue visibility There is no ability to view an agent’s unscheduled tickets alongside their calendar. As new or higher-priority tickets are logged, there is no visibility of that incoming work within this view, making it difficult to quickly reschedule or reassign existing commitments.  High friction scheduling model Scheduling (using planned start and end time/date) requires opening individual tickets and manually setting values, rather than assigning work directly from a centralised view. Requested enhancements:Enable full drag-and-drop scheduling across dates and time slots Introduce a combined queue + calendar view to allow direct dispatching of unscheduled work Support scheduling and rescheduling without opening the ticket

0
Apprentice
5 months ago
Contributor
Charles_RossiContributor

Customize MenuSubmitted

With the recent June 2026 update, the “reports” section was placed first on the menu.  Although this may have been a decision made by committee, it would be nice to be able to customize the order of the menu for each profile that is logged into Freshservice.  I prefer to have the dashboard still first, followed by tickets.  I always saw those as the most frequently visited areas.  Reports were more of a “as needed” choice.  With the ability to customize the order would be helpful to each user, even with the option to place the menu on the left or along the top. 

0
Contributor
5 months ago
Skilled Expert
Cara

Dependent Fields - Filter / Rule BuilderSubmitted

You should be able to display dependant fields within a Data Source to confirm details or build a rule on.  For example, if you have Reporting Manager in a Requester’s record - you should be able to display this to the Requester and ask if this is correct or if it needs to be updated or directed to a different approver. OR Build a rule based on a person’s role and certain fields appear based on the role they are in.

0
Skilled Expert
5 months ago
mskotko
Top Contributor ⭐
mskotkoTop Contributor ⭐

Need Option for Immediate Data ExportSubmitted

All of the data export options revolve around scheduling the data export. Sometimes, for whatever reason, the data export doesnt run. There is no option currently to trigger an immediate data export. This would be useful at times when you need data outside the normal schedule without having to modify the regular schedule or when things do not run correctly.

0
mskotko
Top Contributor ⭐
5 months ago
Active Contributor
stephan14xActive Contributor

Expand the functionality of Workflow Automator - Scheduled WorkflowsClosed

Hi, Currently Scheduled Workflows only run on Tickets created in the last 6 Months and ignore older Tickets. It also ignores closed Tickets.These restrictions are not obvious as they are not mentioned anywhere in the GUI, only somewhere in the documentation.I understand the performance impacts when always running on all tickets, but at leaset a year back or some config options that allow expanding one of the restrictions per workflow or so would be great.Scheduling should also allow to run multiple times a day, for example run every 15 minutes, maybe with limits like only from 8 am to 5 pm or so.Maybe even allow multiple triggers to run the same workflow, so run every 15 minutes but only on unresolved tickets from the last 6 month and another trigger that runs only once a day but the can also run on all tickets? Also there is Link to execution logs in the GUI but it seems scheduled workflows are not logged? Logging is always great to have... ThanksStephan 

2
liteblue
5 months ago
Apprentice
broddenApprentice

Remove or Increase Agent Availability Widget LimitSubmitted

Currently, the maximum number of Agent Availability widgets allowed on a single dashboard is limited to three. Would it be possible to increase or remove this restriction?Our department manages more than six agent groups, and we would like to monitor all of them simultaneously. Having the ability to display additional widgets on a single dashboard would provide better visibility and greatly improve our manager’s ability to oversee team performance in real time.

0
Apprentice
5 months ago
Karel_Vlček
Top Contributor ⭐
Karel_VlčekTop Contributor ⭐

Organization Units for Automators!Submitted

Hello Team,I would like to highlight a challenge we are currently facing with Freshdesk automator management.In environments with a larger scale (e.g., 5000 users and 100 agents), efficient administration becomes very important. To handle this, we rely heavily on automator rules. However, once the number of automators grows (for example 50+), it becomes increasingly difficult to maintain clarity, understand the logic, and manage the overall structure.At the moment, there is no simple way to logically group or organize automators. This leads to reduced efficiency and higher maintenance effort for administrators.It would be extremely helpful if we could have basic organizational features, such as:Folders or categories for automators (Organization Units) Clear structuring options for better readability Easier navigation within automation rulesFrom a technical perspective, this seems like a relatively straightforward enhancement, but it would bring significant value to customers managing larger setups.We strongly believe that such an improvement would greatly enhance usability and reduce administrative overhead. It would be highly appreciated if this could be considered for an upcoming release.Thank you for your attention and continuous improvements of the platform.Best regards,Karel

0
Karel_Vlček
Top Contributor ⭐
5 months ago
Apprentice
AlessandroMoreiraApprentice

Architectural Feature Request: Scope Automations and Configurations directly to Service Catalog ItemsFuture Consideration

Dear Freshservice Product and Engineering Teams,We are writing to propose a fundamental architectural enhancement to the Freshservice platform: the ability to associate key configurations (Workflows, Form Rules, SLAs, Fields) directly with individual Service Catalog Items.The Current Challenge: A Centralized, Condition-Based Configuration ModelCurrently, critical business logic components are managed in centralized, globally-scoped admin sections. To apply logic to a specific Service Item, we must create rules with explicit conditions, such as IF "Requested Item" is "New Laptop Request" THEN....While functional, this model presents significant challenges as an organization scales: High Maintenance Overhead: To understand or modify the end-to-end behavior of a single Service Item, an administrator must navigate to 4-5 different sections (Workflow Automator, Business Rules for Forms, SLA Policies, Field Manager). This fragmentation makes management complex and time-consuming. Increased Risk of Errors: A single large list of workflows or rules for all items is inherently error-prone. A minor mistake in a condition can have unintended consequences, impacting unrelated services. Lack of Scalability: As the service catalog grows, the list of automations becomes an unwieldy chain of IF/ELSEIF conditions, making it difficult to manage, debug, and audit. Poor Encapsulation and Portability: A Service Item is not a self-contained entity. Its logic is scattered across the platform, making it impossible to easily clone, export, or manage a service and its complete set of rules as a single unit. The Proposed Solution: An Item-Centric, Context-Based Configuration ModelWe propose a shift towards a model where business logic is encapsulated within the Service Catalog Item it governs.Instead of managing global lists, administrators should be able to configure rules and policies from within the Service Item's settings page. This would mean having dedicated tabs for "Workflows," "Form Rules," and "SLA Policies" directly on the item's configuration screen.Under this model: Any workflow created under the "New Laptop Request" item would only trigger for that item. The IF condition becomes implicit and unnecessary. The form rules would only apply to that item's form. The SLA would be inherently linked to that service. Key Configurations to be Scoped: Workflow Automator: Workflows should be creatable at the Service Item level. Business Rules for Forms: Form logic should be defined within the item's form editor. SLA Policies: An item should have its own specific SLA assignment, overriding workspace-level policies. Field Manager: The association of which fields appear on a form should be managed exclusively within the item's form designer, creating a clear boundary. Benefits of this Architectural Shift: Reduced Total Cost of Ownership (TCO): Drastically simplifies administration and reduces the time spent on maintenance and debugging. Enhanced Reliability: Isolates the logic for each service, eliminating the risk of cross-item interference. True Modularity and Scalability: Enables the creation of self-contained, reusable Service Items that can be managed, cloned, or migrated with their entire logic intact. Increased Administrator Agility: Empowers service owners to manage their items without needing to navigate complex, global rule sets. This evolution from a centralized to a distributed, object-oriented configuration model would represent a significant leap in platform maturity, aligning Freshservice with modern DevOps and "Configuration as Code" principles. We believe this would be a game-changer for enterprise customers managing complex service catalogs.We are eager to discuss this proposal further and understand if it aligns with your long-term product vision.Thank you for your consideration.

1
Karel_Vlček
Top Contributor ⭐
5 months ago
Apprentice
DthepassApprentice

Asset Management DashboardSubmitted

I would like to create a dashboard for assets.How many laptops/phones I have in stock, how many I have in use at the moment, that kind of stuff.At the moment, the module is not available for selection when creating a widget, and this would greatly improve the management of our assets.

3
ahui
5 months ago
Skilled Expert
anthony castanoSkilled Expert

Native Analytics and Lifecycle Management for Canned ResponsesSubmitted

Currently, managing Canned Responses in Freshservice is a "blind" process. As our service desk grows, we can accumulate hundreds of templates with no way to track accuracy, relevance, or agent adoption. We are currently facing: Knowledge Decay: Old responses remain in the system with no "Last Modified" visibility, leading to agents accidentally sending outdated instructions or broken links. The "Manual Typing" Efficiency Gap: Admins cannot see which agents are ignoring canned responses and manually typing repetitive replies, leading to inconsistent customer experiences and lower productivity. Menu Fatigue: Agents must navigate through "Ghost" responses (unused for months), slowing down their response time. The Solution (The Request)We are requesting a built-in Analytics and Lifecycle Management dashboard. To effectively manage our communication library and team performance, we need:1. Content Lifecycle Data: Last Modified Date & Author: A timestamp and name showing when a response was last edited. Last Used Timestamp: To identify which templates are currently active vs. those that are "dead weight." Usage Tracking: A "Total Uses" counter visible in the Admin list view. 2. Agent Adoption & Audit Data: Usage by Agent Report: A native report showing which agents are using canned responses most frequently and which are not using them at all. Education Identification: Ability to see if certain groups or new hires are under-utilizing specific folders, allowing for targeted training. Sortable Admin List: Ability to sort by Last Modified, Usage Count, or Last Used Date. 3. Automated Hygiene: Bulk Lifecycle Actions: The ability to bulk-archive or delete responses that have a "Last Used" date older than 180 days. Proactive Alerts: Notifications to Admins when a high-use response hasn't been modified in 12+ months to trigger a content review. Business Value Quality Assurance: Ensures customers always receive the most current, branded, and accurate instructions. Targeted Education: Admins can identify agents who need coaching on using the internal toolkit to improve their "Average Response Time." Admin Efficiency: Shifts the audit process from manual "polling" to data-driven decision-making. Onboarding Speed: New agents can rely on a lean, curated library of high-performing responses rather than 500+ confusing options.  At the very least could we have an API for this information?

2
liteblue
5 months ago
Skilled Expert
Cara

Expression BuilderSubmitted

Would it be possible to add in an expression builder similar to the workflow automater to enable the use of field variables for conditions e.g. Logged_in_user_id != Requestor_id

0
Skilled Expert
5 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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