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Ideas portal FAQ

Find, vote on and share ideas for Freshworks products. Here is how it works and what happens next.

1. Idea stages and what they mean

Every idea has a status. It shows where the idea is today.

How does an idea move from submitted to delivered?
  1. Submitted
  2. Under review
  3. Planned
  4. In development
  5. Delivered

Not every idea makes it to the end. Some stay open for votes as Future consideration. Others are Closed.

You get an email each time the status of an idea you posted, voted on or subscribed to changes.

What does each status mean?
Submitted
We received the idea. It is open for votes and comments.
Under review
Product is looking at the idea.
Planned
The idea is on the roadmap. We have not started building it yet.
In development
Our teams are building it. We expect to release it within 12 months.
Delivered
The idea is live in the product.
Future consideration
We are not planning it now, but it stays open. Votes help us see if demand grows.
Closed
We are not taking this idea forward. See "Why was my idea closed?" below.
Does Planned mean a release date?

No. Planned means the idea is on the roadmap. Timing can change as priorities change. We update the status when work starts and when the idea ships.

2. The basics: from your idea to our answer

Six questions most people ask before they post.

What is an idea?

An idea is a request for a feature or improvement that is not in the product today.

Something broken? That is a bug. Please contact Support so they can help you.

Should I search before I post?

Yes. If a similar idea exists, vote and comment on it instead of adding a new one. Duplicate ideas split the votes, so no single idea shows how many people want it.

How do I submit an idea?
  1. Search. Choose Submit an idea and type a title. Similar ideas appear. Vote on one if it matches.
  2. Describe. Tell us the task you are trying to do and what gets in your way today.
  3. Add context. Pick the product area and tell us how much this affects your team. Add a screenshot if it helps.
  4. Submit. Your idea shows as Submitted.
How will I hear back?

You get an email when the status of your idea changes. To follow an idea you did not post, subscribe to it.

Why was my idea closed?

An idea can be closed for one of these reasons:

  • Merged. A similar idea exists. Your votes move to it.
  • Bug. It is something to fix, not a new request. Contact Support for help.
  • Retired. It no longer fits the product.
  • Already available. The product can do this today.
  • Not planned. We have no plans to build it.

Closed ideas stay searchable, so you can still read the comments.

3. Find ideas and share your thoughts

The quickest way to make an impact is to back an idea that already exists.

How do I find an existing idea?
  • Use the search bar on the Ideas page. Try two or three keywords.
  • Filter by product, so you only see ideas for the product you use.
  • Filter by status to see what is Planned or In development.
  • Sort by votes to see the most requested ideas first.
How do I vote on an idea?

Open the idea and select the vote button. Voting shows us which ideas matter to you. You need to be signed in to vote.

How do I add a comment?

Open the idea and add your comment. The most useful comments say:

  • What you are trying to do.
  • What stops you today.
  • How you work around it, if you do.

"I agree" helps less than a short example from your own work.

How do I follow an idea?

Select Subscribe on the idea. You get an email when the status changes or when someone replies.

I could not find my idea. What now?

Submit a new one. Use a clear title and describe the problem, not only the solution. Then we can see what you need, even if there is more than one way to solve it.

Have a bug or a question about how a feature works? Contact Support instead.

Ideas Status Pipeline

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8951 Ideas

Back to top of the list
JoshBr

Dark Mode for Agents in FreshdeskDelivered

I know there are already several requests open that want a dark mode.But seeing that this is by far the most voted feature request ever from 4 years ago and nothing happened yet, makes me wonder if the community requests actually get the attention they are supposed to get. Is it really that hard to change some colorcodes for a website? Almost every website offers light and dark modes nowadays.  

6
5 months ago
Skilled Expert
Cara

Workflow Emails - Add to Central LocationSubmitted

It would be amazing if all emails added to a workflow were stored in a specific space so that if you needed to update the template information you didn’t have to then look through the entire workflow in order to find each one and hope you got them all. Even have the ability to create Email Templates that can be added to a email action and the ability to add a header and/or footer / signature block. That way all emails are consistent and then if anything changes - there is only one central location to update all emails.

0
Skilled Expert
5 months ago
Skilled Expert
Cara

Conditional Branch - Regardless (in addition to Yes and No)Submitted

It would be amazing if you could have the conditional branch go a specific way regardless. That way you can have the condition trigger multiple branches at the same time. This would assist with creating workflows that have multiple actions to be conducted at the same time and need to be done no matter what the outcome to specific questions. It would also assist with creating smaller workflows, instead of duplicating the same branch over and over in a single workflow.

0
Skilled Expert
5 months ago
Contributor
AlexanderPaulContributor

Add Resolution Note using a scenarioClosed

I want to use a Scenario to mark a ticket as resolved etc, and I can do everything that I need to EXCEPT add a Resolution Note.  This is not an available action when I set up the Scenario. Is this something which can be added fairly quickly please? 

2
FranciscaL
5 months ago
Contributor
FerFidalgoContributor

New Contacts mapped into a Company get the Comapny LogoSubmitted

Hello team,While the Company and Contact areas are being revamped, I'd like to propose a related improvement: automatically inherit a company's logo onto every contact mapped to that company.Currently, when I add a logo and domain to a company, FreshDesk automatically maps contacts to that company via their email domain (e.g. @acme.com). My proposal is to extend that mapping so the company logo is also applied to each contact's profile. This would make it much easier to visually identify contacts at a glance in the ticket view, especially for key accounts and VIP’s. Given how manual contact management is today, any automation like this is a real quality-of-life improvement.Lastly, a potential bug: company logos never show in Companies view or Search results, only when entering the company profile, see above. This could be “by design” to quickly load the list, but it does show for contacts, so makes no sense.Thanks for your time and feedback.

0
Contributor
5 months ago
digital-guides
Apprentice
digital-guidesApprentice

How to Terminate Your Subscription To Sling TV On Any DeviceClosed

One of the well-known streaming services for live TV channels and on-demand programming is Sling TV. You can stream content online with this American-based platform. However, because it contains repetitive and insufficient content, many users wish to cancel. It might also be the cause of a number of frequent technical issues.  However, how to cancel Sling TV, regardless of the reason. reached the official Sling TV website. Enter your account information to log in.  In the upper right corner, click on your profile icon.  From the drop-down menu, select the Account option. You must select the "manage account" option from your account dashboard. Additionally, a new tab will open.  You must locate the cancel subscription option by scrolling down the page. You must now adhere to the instructions displayed on the screen. Sling might inquire about your reasons for cancelling or make an offer to retain you. You now need to select the Confirm Your Cancellation option. Congrats! Your account has been closed.These are the most straightforward steps you can take to terminate your account. You can click this link to find out more information.  

1
Mathive 56
5 months ago
Apprentice
BeckyHApprentice

Freshdesk API usage reportSubmitted

We have multiple Freshdesk accounts that we are currently looking to link up to our internal systems. It would be great if a API usage report could be available on an adhoc or schedule basis to be run so we can see volumes of the API. The API Meter app in the marketplace does not help as the information is only available on the ticket edit screen.

0
Apprentice
5 months ago
Apprentice
iban.fernandezrodriguezApprentice

Automatic GDPR login and bookkeepingClosed

Hello;On our company we have a policy that requires for each new incoming contact, the first interaction is to ask them to sign our GDPR related opt-in so we can continue contacting them.I'm sure this is quite to setuo on freshdesk if the customer contacts trough the form option (adding the GDPR test and an mandatory clickable selection button), but I dont see how to easy (and hopefully automatic) wahy when they contact freshdesk system trough email.Does freshdesk has a solution for this? like an automatic reponse where the customer has to accept GDPR before when communication continues thanks!

1
James78478
5 months ago
LukeDHH
Apprentice
LukeDHHApprentice

Direct delete/cancel empty drafts without confirmationSubmitted

When canceling/deleting a Freshdesk draft, there should not be an “Are you sure?” confirmation step if the draft is still empty. FYI there may be a automatic signature added, but that does not warrant an annoying confirmation step.Warnings should only be shown if there actually is something at risk.

0
LukeDHH
Apprentice
5 months ago
Apprentice
nlhulseyApprentice

Official MCP server when?Submitted

There isn’t an official FD/FS MCP server. Right now, third parties are profiting off the Freshworks’ lack of initiative concerning MCP connectivity. A lot of companies, ours included, have (secure) custom AI solutions. The lack of an official server is causing issues with implementing AI-enhanced, cross--platform workflows. I think basic connectivity should be a priority because MCPs are going to become like USB-C, a universal requirement. 

0
Apprentice
5 months ago
JoramP
Contributor
JoramPContributor

Built-in Password Manager for Secure Credential Storage in FreshserviceFuture Consideration

Hello Freshservice Community,I’d like to propose the idea of integrating a built-in password manager within Freshservice. As an IT service management tool, Freshservice is already a central hub for handling incidents, service requests, and asset management. Adding a secure password manager would further enhance its capabilities by allowing teams to safely store, share, and manage passwords directly within the platform.Benefits:Secure Storage: Having a password manager integrated with Freshservice would provide a centralized and encrypted space to store sensitive credentials, reducing the need for third-party tools. Access Management: Administrators could control which team members have access to specific passwords, allowing for role-based permissions and enhanced security. Incident Resolution: When resolving incidents that involve access issues, the support team could quickly retrieve necessary credentials, improving response times. Audit and Compliance: The password manager could include an audit trail, logging access to credentials to help with compliance requirements. Ease of Use: Since teams are already working within Freshservice, having a password manager as part of the platform would reduce the number of tools users need to switch between, enhancing productivity.Proposed Features:Encrypted storage for passwords and sensitive information. Role-based access control to manage who can view, edit, or share credentials. Password sharing for secure collaboration on incidents or service requests. Audit logs for tracking access to stored credentials. Password strength checks and alerts for compromised passwords.I believe this would be a valuable addition to Freshservice, enhancing security and streamlining IT operations. Looking forward to hearing your thoughts!

9
chrismike
5 months ago
Apprentice
espolleyApprentice

v2 API - Programmatic access to attachments on tickets and conversationsSubmitted

Programmatic access to attachments on tickets and conversationsMany of our tickets contain screenshots, screen-recordings, log files, and other binary attachments — both in the original ticket description/body and in subsequent conversation entries (replies, notes, customer screenshots). Our integration needs to retrieve those bytes so we can pass them to downstream tools (LLM agents, automated reproductions, etc.).Current stateWhen we fetch a ticket via GET /api/v2/tickets/{id}?include=conversations,requester,tags, the response describes attachments structurally — we can see filenames and sizes — but we can't retrieve the actual file content via the public API. There appears to be no attachments array with downloadable URLs at either the ticket level or per conversation entry, and no GET /attachments/{id} endpoint.Inline images embedded in the HTML body of a description or conversation reference Freshservice CDN URLs that require authenticated session cookies, not API key auth, so they can't be fetched programmatically.PM task descriptions/comments have the same limitation.What we'd like — any of these would solve it - A (preferred): Include an attachments[] array on each ticket and on each conversation entry, where each entry has at minimum { id, name, content_type, size, attachment_url } and attachment_url is fetchable withthe same API-key auth used elsewhere (or a short-lived signed URL). - B: A dedicated endpoint: GET /api/v2/attachments/{id} returning the binary, authenticated with the same API key. - C: Make inline image URLs in HTML bodies API-key-fetchable (i.e. accept Authorization / basic-auth on those CDN paths) so we can resolve the <img src="..."> references already present in body/description. - D: Same treatment for the PM task API — attachments on PM tasks and PM task comments should be retrievable the same way.Inline content-type info and size up-front (without an extra round trip) would let us decide whether to pull a file at all, which matters for large screen recordings. ---Why it mattersA meaningful fraction of bug reports are only useful with the screenshot or recording — text alone doesn't reproduce the issue. Today our tooling has to surface "see the ticket in the browser" as a fallback, breaking the automation loop.

0
Apprentice
5 months ago
Apprentice
ayoder94Apprentice

Column layout should be able to be shared on custom viewsSubmitted

When creating a custom view, the only thing that gets applied to that view are the filters. We need the ability to standardize what columns are seen within that view as well, and it needs to be the same for all agents.

1
5 months ago
danwrite
Contributor
danwriteContributor

Save columns with ticket viewsDelivered

Right now, we can create ticket views and save them, but the specific columns used in those views do NOT save.  I brought this to support and they told me columns stick per browser session in cache, but do not save and display for everyone.  We depend heavily on custom columns.  The ability to save columns with ticket views not only seems logical, it would be highly beneficial and allow us to make full use of custom felids.  

13
5 months ago
Active Contributor
David ErnstActive Contributor

Automating "Finish to Start Dependancy"Future Consideration

I have been unable to locate a way to enable the "Finish to Start Dependancy" on TASKS automatically.We have certain processes that require "Finish to Start Dependancy" to ensure proper execution order and would like to enable "Finish to Start Dependancy" based on a Workflow for certain ticket types.  I have been unable to locate either a Workflow automation, Scenario or Supervisor rule that would activate the Dependancy.  Did I miss it somewhere or does it have to be activated manually for each ticket? 

5
5 months ago
Michael B
Apprentice
Michael BApprentice

Auto-generate Freddy AI ticket summaries on resolution (plus API & webhook support)Submitted

Freddy AI Summarize is genuinely useful, but generation is fully manual today, an agent has to open the ticket, click Ticket Summary, wait for Freddy, then click Save Summary. There's no auto-generation, no API to trigger it, and no webhook when one lands.In practice this means summary coverage depends entirely on whether an agent remembered to click two buttons (even making a Summary required to Resolve or Close the ticket may help). Anything built on top of summaries, analytics, QA, post-incident reviews, knowledge mining, is working off a biased sample of tickets. There's also no way to backfill historical tickets or wire summary generation into automation.For example:A setting to auto-generate the summary on ticket resolution or closure. Maybe a toggle in Freddy AI Copilot settings. By the time the ticket hits Resolved/Closed, the summary is already there. This solves coverage in one move. An API endpoint to trigger generation: e.g. POST /api/v2/tickets/{id}/summary. Useful even if (1) ships, because it covers historical backfill and custom automation. A webhook for summary creation: e.g. ticket.freddy_summary_created with ticket_id, summary, generated_at. Eliminates polling for anyone consuming summaries downstream.Freddy Summarize is the one part of the ticket lifecycle that isn't yet exposed to webhooks or APIs. Closing that gap would multiply its value without changing the core feature.Thanks for considering!

0
Michael B
Apprentice
5 months ago
cphilps
Apprentice
cphilpsApprentice

Link Post Incident Reports (PIRs) to StatusPage IncidentsSubmitted

In Freshservice, a Post Incident Report (PIR) is required to fully close a Major Incident. While the Major Incident itself can be associated with a StatusPage incident, there’s currently no way to associate or surface the PIR with that same StatusPage entry.Because of this, anyone reviewing a resolved incident in StatusPage has no easy way to see the PIR details—such as root cause, impact, timeline, or corrective actions—without going back into Freshservice.What would help:Allow PIRs to be associated with the related StatusPage incident. This could be as simple as:Showing a link to the PIR from the StatusPage incident, or Displaying key PIR details once the incident is closedWhy this matters:Improves visibility and transparency after a Major Incident Creates a more complete incident lifecycle (incident → communication → review) Reduces the need for manual follow-ups or duplicate documentationCurious if others are running into the same gap?

0
cphilps
Apprentice
5 months ago
Contributor
dapplebyklContributor

View similar tickets for resolution insights - Include Problem SuggestionSubmitted

When raising or triaging incidents, it is critical that Helpdesk analysts can quickly identify whether an issue relates to an existing Problem record. While the current “View similar tickets for resolution insights” capability is valuable, it focuses primarily on past tickets and does not surface active or related Problem investigations in our experience.Enhance the “View similar tickets for resolution insights” feature to also:Search and surface active Problem records linked to similar symptoms, keywords, or categories Highlight known problem associations alongside similar incidents Provide a clear indicator when a matching or likely Problem record existsExpected benefitsImproved accuracy in linking incidents to Problems, strengthening Problem Management data quality Reduced duplicate incident investigations, as analysts are guided towards known issues Faster triage and resolution, with visibility of ongoing investigations and workarounds Better root cause tracking, ensuring incidents are consistently tied to the correct underlying issueExample scenarioAn analyst logs a “Citrix login failure” ticket:Current behaviour: Similar incidents are shown Proposed behaviour: Similar incidents shown ✅ Active Problem (e.g. Citrix authentication degradation) also surfaced ✅ Analyst links incident directly to Problem ✅ Summary Extending similar ticket insights to include Problem record matching would significantly improve triage accuracy, reduce duplication, and strengthen end-to-end Problem Management within Freshservice.

0
Contributor
5 months ago
Apprentice
HanneApprentice

Document linksSubmitted

It would be helpful if you could link documents to users. For example, if they’ve completed a course and received a certificate for it. Or if you need to purchase a license, you could link the invoice to it.

0
Apprentice
5 months ago
Skilled Expert
EthanBCSkilled Expert

Solution Article DescriptionsSubmitted

Solution articles should have a standalone article description field that could be used to populate the “Popular Articles” cards. Currently it shows the first ~150 characters of the article ending with an ellipse. There’s no easy way to generate a clear description that isn’t either cut off and/or awkwardly pasted at the top of the article. You can add an invisible text string to the article using the code viewer, but this is tedious work and it still forces a very specific character limit to prevent being cut off or continuing into the article body before being cut off.  

1
kpatterson
5 months ago
ahui
Contributor
ahuiContributor

Add Survey Short Text Responses as a filter in Analytics WidgetsSubmitted

Can you please add the ability to create a widget that shows all of the Surveys that included a Short Text Response in a widget?  I would like to create a CSAT Dashboard that shows only the surveys that the user responded to the survey with their own feedback. I would really like to see the user responses on the actual widget and not have to go into view underlying data and filter through all of the surveys to find them.

1
kpatterson
5 months ago
Skilled Expert
Cara

Workspace - Agent Specific RolesSubmitted

It would make sense if you could create Workspace specific roles. This is due to when you create a Business Agent Workspace, they already do not have access to some features but when you create roles it shows you these modules. This is confusing and should be removed when creating Agent roles for these Workspaces.

3
kpatterson
5 months ago
Apprentice
gokhanrzApprentice

Completely Customizable PortalSubmitted

In the Freshservice Portal, only the home page is customizable. We would like to have the option to be able to customize the view of the request forms, knowledge center, etc. according to company branding, and make it look more attractive for users.

1
kpatterson
5 months ago
Apprentice
gokhanrzApprentice

More Flexibility in Service Request FormsUnder Review

Service Request Forms have very rigid limitations.You can’t add dynamic sections for checkboxes.Dynamic Sections can’t be added under other Dynamic Sections, which make it impossible to create multi-layered forms.Max. 9 paragraph fields can be added to a form.This limitations make harder to create forms for specific user needs.Thus, it would be better if the service request forms have more flexibility.

2
kpatterson
5 months ago
Apprentice
PiotrTadeuszApprentice

Searching Tasks is working poorlySubmitted

Hello, I would like to suggest some improvement for searching individual Tasks in search bar. Currently search bar only works when typing in subject of the task. That unfortunately is not working smoothly when it comes to locating particular Task and especially when it comes to look thru tasks that are auto generated with certain service items. I have hundreds tasks with the same name and it is time consuming to go to a list and just search that ID next to name. Can this improvement be made so it would work like with Tickets module? 

0
Apprentice
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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