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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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Alisial1211
Apprentice
Alisial1211Apprentice

The Complete NBI Clearance Starter GuideSubmitted

Many Filipinos only start looking into NBI Clearance when a job application, travel requirement, or important verification suddenly comes up. The problem is that waiting until the last minute can lead to missed appointments, document issues, and unnecessary delays. Knowing the process early can save both time and stress.Before booking an appointment, it's worth understanding the requirements, payment options, renewal rules, validity period, and branch availability. A good starting point is https://nbiclearancce.com/, where applicants can find guides covering different parts of the NBI Clearance process in one place.Whether you're applying for the first time, renewing an existing clearance, preparing for employment, or handling travel-related paperwork, being informed makes the process much smoother. For updated NBI-related guides, requirements, appointments, and renewal information, our given website is helpful.

0
Alisial1211
Apprentice
5 months ago
Jessica Mell
Contributor
Jessica MellContributor

Show Solution Description in Search ResultsFuture Consideration

It would be helpful to end users if the description field on articles would show underneath the article title both in the search results list and while browsing the folders within Solution categories. Particularly helpful for an “Article from an External URL” where it just kicks the user to another website immediately when they click. We use Solutions enterprise-wide for all business departments, not just IT. We have a lot of external links we reference so that employees can easily access them from the self-help search. It can be difficult to know what that website really is with only a title and no description.   

3
j-bailey
5 months ago
Contributor
lsommerContributor

Moving workspace with API not triggering "workspace changed to __" workflowsClosed

My organization wants to keep our service categories consolidated. This means having some requests in workspaces they don’t necessarily belong in because I cannot have requests from one workspaces service catalog in another workspaces service category. Because of this I have a workflow at the global level, every time a ticket is submitted with a specific phrase in the subject, it moves it to the selected workspace. Then a workflow in the target workspace that sets the group and adds tasks. My idea was to create a workflow that uses a custom object to read the requested item and what workflow it needs to be in, then uses the API to set the workspace. This worked wonderfully for moving the workflow. But not it no longer triggers the workflow in the target workspace, with the trigger “ workspace is changed to *target workspace*” So two solutions to my problem could be 1. Allow service items to be in service categories from other workspaces. 2. When an item is moved from one workspace to another using the API, it triggers workflows that look for “workspace changed”  

1
boothcoolapk
5 months ago
Contributor
kevinl-stcuContributor

FreshService Default Link Font StyleClosed

Hey there,We would like to be able to set the default link font style/color/etc somewhere in FreshService. Currently the links are very hard for some users to see.For example Google. This is the default formatting when creating a link. Even here in this site, it looks like (to my poor vision) black text that is underlined. In FreshService, default link format is just blue. No underline, no bold. It’s very hard to read these as links.I am aware you can bold, underline, change color, manually when creating links, but it gets tedious when making sure that link text formatting is uniform across thousands of solution articles and hundreds of service items.Thanks.

2
william32
5 months ago
George_Ivan
Apprentice
George_IvanApprentice

Essential Tax Guide for UK Bloggers & Social Media InfluencersClosed

The world of blogging and social media has opened new opportunities for individuals to earn a living doing what they love. From brand collaborations to sponsored posts, ad revenue, and affiliate marketing, creators are generating significant income online. However, along with these opportunities come financial responsibilities. Understanding your tax obligations is crucial to staying compliant and avoiding penalties from HMRC.Registering as Self-EmployedIf your online activities bring in more than £1,000 in a tax year, you must register as self-employed with HMRC. This means filing an annual Self-Assessment tax return and paying income tax as well as National Insurance contributions. Registering on time ensures you remain compliant and avoid unnecessary fines.Understanding Taxable IncomeBloggers and influencers must declare all sources of income, including sponsorship deals, advertising, gifts in kind, affiliate earnings, and event appearances. Even if you receive payment in the form of products rather than cash, HMRC considers these as taxable income. Keeping a detailed record of all earnings is key to accurate reporting.Claiming Allowable ExpensesYou can reduce your tax bill by claiming legitimate business expenses. These include costs such as camera equipment, editing software, internet bills, travel expenses for business events, and even a portion of your home office costs. Many creators seek help from Accountants for Influencers, who can advise on what qualifies under HMRC rules and ensure that no potential deductions are overlooked.VAT ConsiderationsIf your earnings exceed the VAT registration threshold (currently £90,000), you’ll need to register for VAT. While this may seem daunting, it allows you to reclaim VAT on eligible purchases and demonstrates that you’re running your platform as a professional business. Even if you don’t reach the threshold, some influencers choose voluntary registration for financial benefits.Staying Ahead of DeadlinesLate filing and missed payments can lead to significant penalties. The Self-Assessment deadline is 31 January each year, and payments must be made by this date. Setting aside money regularly throughout the year and using accounting software can help ensure you’re prepared when tax season arrives.ConclusionTaxes can feel overwhelming for UK bloggers and influencers, but with the right approach, you can stay organised and compliant. By understanding your obligations, keeping accurate records, and seeking professional support, you can focus on growing your brand while staying financially secure.Disclaimer: The information provided is for informational purposes only and should not be considered as financial advice. Always consult with a professional accountant to ensure compliance with UK laws and regulations.

2
elenagrace49
5 months ago
Vinnnn
Vinnnn

Approval ProcessClosed

Is it ideal when a Ticket or Request or Change is submitted but it is rejected, does it mean you need to submit another ticket or Request or change? just to apply the remarks? what is the best way to this process?

2
OG Bobby Johnson
5 months ago
KrisC
Skilled Expert
KrisCSkilled Expert

Dynamic price for service requestsClosed

Hello, It would be very nice to have the ability to update the price for service items based on options the users select. We have several items that have various price points depending on what they need. We want the approver to know the exact cost so they have a solid understanding of it before making a decision. 

5
Apprentice
5 months ago
Apprentice
rubencortezApprentice

Trigger a Schedule ManuallySubmitted

I want to manually trigger a schedule manually. Some schedules create SRs for maintenance on Assets. Some of this maintenance is performed by vendors and schedules can shift, which happens often. Another app we migrated from has this option.

0
Apprentice
5 months ago
Apprentice
ChontelApprentice

Leaderboard - Showing drilldown dataSubmitted

We would like to see drilldown data for the leaderboard - without it, it’s caused snide comments around the office about 1 person consistently achieving all 4 titles. I understand how points are calculated, but without having a quick way to validate and create visibility for the team, it’s turned into a negative feature for us rather than a motivation driver.  

0
Apprentice
5 months ago
Active Contributor
bfishActive Contributor

Workflow Automator logic pathwaysUnder Review

This is the first time this has been suggested.  The workflow automator has been available for how long now and we still don’t have the most basic ability to “redirect” a workflow to another part of the workflow.  Instead, you have to make a copy of every node, rename each node (if you don’t like “copy of”) and then hope you never have to update the workflow because update to a node will have to be replicated in each branch.My most recent workflow automation, I have 4 branches to handle the manager approval step:Requested for/by a VIP Submitted for a user by their manager Manager not found Manager foundAfter the manager approval step, each branch has the identical 10 nodes (40 total), meaning I have 30 extra nodes to test and maintain.  Why can’t we get a simple “go here” action?  Or a “Go” step and a “target” step.  Put some sort of limit on the number of times the target can be passed through to avoid endless loops…Endless node copies 

22
Daniel Söderlund
5 months ago
mmccoy
Skilled Expert
mmccoySkilled Expert

Stages Are missing From WorkflowsUnder Review

We have no way to change a stage on a service request via a workflow. We should be able to fulfil, partially fulfill and close a stage via automation.

14
Daniel Söderlund
5 months ago
Apprentice
mheltonApprentice

Granular Control for Admin Notification EventsSubmitted

Currently, when configuring admin notifications, multiple critical events are grouped together, including:Agent is added or deleted IP range restriction is modified Agent API key is enabled or disabledWhile these are all important events, they serve very different purposes from both a security and operational standpoint. In practice, not every admin needs visibility into all three.I am proposing the ability to configure these notifications more granularly, allowing each event type to be independently enabled or disabled.

0
Apprentice
5 months ago
Apprentice
dbc_kevinschmallApprentice

Add CSS 'resize: vertical;' to .fr-wrapperSubmitted

I frequently need more room when filling out descriptions and change ticket fields (especially “Rollout Plan”!)This seems like an OK implementation. I frequently press F12 and add the style rule manually:Chrome Dev-Tools F12 Window Subset -- Elements > Styles > .fr-wrapper > add line “resize: vertical;” 

0
Apprentice
5 months ago
Active Contributor
David ErnstActive Contributor

Interactive Widget Date Range - Future datesSubmitted

The Interactive widget is nice for past events and tickets. However, I need to run regular reports for tickets with DUE DATES in the future. next 7 days, next week, next month.   However, the Widget only has presets for Last 7 days, last week ect..  The only option for future dates is using custom dates, which are fixed dates.  Please add selections in the Interactive Widget under Dae Range for future dates, Next week, next 7 days, next 30 days, next month, Next Quarter..    

0
Active Contributor
5 months ago
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐

Attention to Tasks NeededUnder Review

I believe that FreshService is missing a huge opportunity when it comes to the way tasks are handled. We just rolled out FS and I was hoping to use tasks in order to structure clearly defined processes within our organization. The idea is that a SR would be submitted and tasks created for groups that had work to do in order to fulfill the SR.The problem?Tasks are not working that well in FS. I see three different problems that require some solutions and improvements in order to make this function the way most people would expect it to work.No unique task URL. Since I’m assigning tasks to a group and not an individual, it takes multiple clicks for a user to see any upcoming tasks. (My Work → Tasks → My Group Tasks → Upcoming). If there was a unique URL, the URL could just be bookmarked. We tested this, but that doesn’t work. There is no UI notification when a new task is assigned. Like incidents, it should be easy to put a red bubble notification with the quantity of tasks assigned - as I mentioned previously, there is no UI notification that a task is assigned - you have to rely on the email and that is easily missed. Lastly, I have been looking for a solution - it seems that for years, people have been begging to get the tasks updated, so I’m not very hopeful that this request or any other will benefit the community. I think tasks could be used very powerfully for organizations where a ticket doesn’t need to bounce around, but instead just one ticket could remain open while groups complete their tasksI hope to see FreshService put some effort into the tasks - as I mentioned previously, they could be very powerful to organizations that don’t want to unnecessarily open child tickets to accomplish a task. The days of moving a ticket from group to group should be over - that’s a slow way to handle customer service when multiple groups need to be involved. Tasks are the future; we just need to treat them that way.

20
OG Bobby Johnson
5 months ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Add bulk-updating of Requestor accountsSubmitted

We’ve added several custom fields to Requestor records to support how our business works.  Each time this occurs it’s very painful in the short-term as we need to manually update the roughly 500 Requestor records individually (thankfully a smallish company!) where a bulk option option could speed this process up significantly!(The new fields are not included in Entra so no way to sync them from there even if custom fields from Entra were supported.)

0
kpatterson
Top Contributor ⭐
5 months ago
Nuzzir
Apprentice
NuzzirApprentice

Please add more options to customize viewsSubmitted

I would love to customize my ticket list views further than what is currently offered. I don't like having contact names as the first column option. I would like all fields to be optional and customizable. i would also like color coding for rows. I would also like to adjust the size of the columns. More things like that. Thank you.

0
Nuzzir
Apprentice
5 months ago
Skilled Expert
Chris SherlockSkilled Expert

Loan equipment via barcodeClosed

Currently you can add or view an asset via a barcode. What we would like is to use the barcode to loan out the device. The scenario we envision is to take out our iPhone or Android and scan in a bar code which will bring up a loan request for the device. From here we enter the from and to date/times and the person who has been loaned the laptop, submit this and logs a loan request in the system with the status of delivered.When the device is returned, we scan in the bar code and confirm it has been returned.

8
5 months ago
Claire Leroy-Papa
Apprentice
Claire Leroy-PapaApprentice

Option to sort the ticket fields based on the "is not" conditionDelivered

Hello, We would like to be able to sort tickets by excluding one value instead of listing all the other values. To take an example, if I want to search for tickets with every status except “waiting on customer”, I can’t. At present, I can only search tickets with all the other status, which is unpractical.Would it be possible to implement this feature ? Best regards,Claire Leroy-Papa.

13
rfmadison
5 months ago
GregSesm
Apprentice
GregSesmApprentice

Delta between SLA/Due Date and Current DateClosed

HiIn Analytics, coudl you add a field which calculates the difference between today and SLA date (positive or negative)Allow to color this field depedning on the value (example : from 9999 to 3 = green, from 3 to 1 = yellow, from 1 to 0 = orange, frome 0 to -10 = red, from -10 to -9999 = black)This field allows us to be more efficient and better in our communication

1
Jimmylink
5 months ago
Contributor
todd_11602Contributor

Emergency and/or after hours ticket notificationsClosed

We are moving from our own helpdesk system to Freshdesk and so far we are enjoying it.One thing that's a huge deal for us in our existing help desk is the ability to allow a customer to determine if the ticket is an emergency or urgent, especially after our normal support hours.Basically our support hours are Mon-Fri 9-5 for all issues.Outside our normal hours, the customer can still submit a ticket and it will be answered during normal business hours.Here is the important part: If it's after normal hours, and they submit a ticket with a status of "Emergency" then we have our helpdesk send an email to a special email address that makes SMS and other alerts go off on the techs phone and wakes them up.Is there any way in Freshdesk to allow the customer to submit an urgent ticket after hours and have Freshdesk send the agent alert to a different email address or an additional email address?Thanks in advance for any help you can provide.

3
boothcoolapk
5 months ago
Skilled Expert
Cara

Right Panel - Wrap TextSubmitted

Why is it when fields are in the agent view, it does not wrap the whole text and only way to see the whole thing is to hover over the field for the tooltip to appear. Can this be changed so that we can see the whole field information?

0
Skilled Expert
5 months ago
Skilled Expert
Cara

Service Item - Requester Screen & Agent ScreenSubmitted

It would be highly beneficial that in Service Items there was the option to have a Requester screen and then a Agent screen. That way the fields the agent needs to complete would then show up on the right hand side and the Service Item does not need to be edited in order to have fields updated or have the fields added the the Field Manager screen in order to ensure they show up with business rules hiding and only showing based on the Service Item.

0
Skilled Expert
5 months ago
ByteCanvas
Apprentice
ByteCanvasApprentice

Add bulk export option for ticket reportsSubmitted

It would be helpful to have a bulk export feature for reports and tickets. Currently exporting one by one takes time. A bulk export option (CSV/Excel) would improve productivity and save effort for teams handling large datasets.✅ I tested this issue on my website and attached an example link for reference. 

0
ByteCanvas
Apprentice
5 months ago
Skilled Expert
Cara

Software / Hardware - Inventory Only / BundleSubmitted

You should be able to add the software to the Portal not as a Service Item to then bundle but be able to add it as a Data Source to a form. That way you do not have the issue of having to hide an option the portal so that you do not have to bundle the Service Item and then manually hide an option on the portal and worry about people searching for it so you then have to hide the button for them to purchase with nothing selected. Same for the Hardware. You should be able to have a hardware inventory where you can classify what the type is and the details of that item is able to be clicked on and selected to find out more details about it before selecting to purchase it.  You should be able to go into a section of the portal and add things to cart to purchase on one form. So able to search a catalogue and select various items to add so that all the fields are visible. Rather than a bundled form at the bottom.

3
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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