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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
Hubert.Panszczyk
Top Contributor ⭐
Hubert.PanszczykTop Contributor ⭐

Ability to add Conditions to Shared Fields per service itemSubmitted

Currently, shared fields can have Conditions added, but this is applied globally to every service item. It would be great to have the ability to add Conditions directly inside a specific service item to a shared field, so that the condition would apply only to that particular service item.In service item:In shared field manager: 

0
Hubert.Panszczyk
Top Contributor ⭐
5 months ago
AutomatedDuck
Skilled Expert
AutomatedDuckSkilled Expert

Service Catalog - Make the editor like Journeys Form EditorSubmitted

It would be great if we could build the forms for catalog items using the identical interface that is used when building a form activity in Journeys. I feel it is a much better interface for building sections, managing dynamic dropdown sections and just an overall cleaner interface. It also allows us to put fields on the same line/row instead of one monolithic column. This would allow a more compact form experience and one that would allow a more user friendly experience.

1
5 months ago
el_jefe21
Apprentice
el_jefe21Apprentice

"Add Item" via mobile Freshservice appSubmitted

We have Freshservice Agents on our team who have stated that they are trying to do a Service Request while on the go, but the FS mobile app doesn’t have the ability once you have changed the FS Incident over to Service Request to actually Add an Item from the Service Catalog. The Agents who have lengthy commute times are wondering if FS Mobile could be set up with this “Add Item” featurte while away. If it was there, associated ticket automations with an SR could be processed efficiently. And the web page instance of FS is unwieldy to navigate over Chrome browser on both a tablet and a smart phone.Does anyone else come across this feature request? And would your FS Agent teams find it useful, especially where it may concern automations for Service Requests?

1
5 months ago
Apprentice
nick.gattApprentice

Bulk import & bulk modification of Contracts, Vendors, Relationships etcClosed

Few of the areas of Freshservice allow for bulk upload or bulk modification. To populate the system is time consuming and not best use of agents's time. Consider adding the ability to download a template that could be populated with data and then uploaded to Freshservice. If data is already present, the template download should contain the existing data, allowing the user to add to it or modify it as necessary. When uploaded, the changes are made. (This should work much like the MS Dynamics CRM way of uploading or modifying data through tempate downloads which contain all the hidden IDs or GUIDs necessary.)

2
5 months ago
Johannes.CPL
Apprentice
Johannes.CPLApprentice

Ability to configure the language on the login pageSubmitted

Hello.We would like to maintain or limit the possible language options on the login page for the user registration. As the customized fields or specific articles are only translated in the main languages we think a limit language option would make sense and improve the usability.   

0
Johannes.CPL
Apprentice
5 months ago
Contributor
TylerSSLContributor

Allow More Visibility Control on ScenariosSubmitted

It’d be nice to be able to hide certain ‘Scenarios’ from being executed unless the Ticket opened or selected matches a certain condition (i.e. Type). If this is not possible or feasible, then let us add a Condition on Scenarios that would prevent them from executing. 

0
Contributor
5 months ago
Apprentice
liamApprentice

Support for tracking WATCHED tickets through APISubmitted

I’m using these API calls to assist my team through our AI Agent:Tickets  - GET /tickets   - GET /search/tickets?query=... (Lucene-style filter) But we all have a number of tickets we’re “Watching”.There is no concept of "watchers" exposed on the API at all.How can we get a list of tickets that a specific user is watching?

0
Apprentice
5 months ago
Inayathullah
Apprentice
InayathullahApprentice

Managing Document Expiry Dates Without SpreadsheetsSubmitted

As the number of important documents increases, tracking expiry dates manually becomes difficult. Most teams still rely on spreadsheets, calendar reminders, or email follow-ups, but these systems become unreliable over time.This is especially common for:passports visas contracts insurance documents licenses compliance certificates employee recordsA missed renewal can create delays, penalties, or operational issues.That’s why I started exploring better ways to centralize document tracking, expiry reminders, and renewal management in one place.Recently came across DocuAlerts which focuses on:automated expiry reminders secure document storage renewal tracking centralized visibility for important recordsCurious to know how others are currently managing document expiry tracking and renewal reminders at scale.

0
Inayathullah
Apprentice
5 months ago
J_Wood
Apprentice
J_WoodApprentice

Ability to open tickets in tabs within a single browser windowFuture Consideration

Please can the ability to open tickets in tabs within a single browser window be added, this will make working on tickets of the same type easier to view without having multiple browser tabs open at the same time. Other service desk providers have this functionality and I have found it very useful.

3
Treated
5 months ago
Apprentice
thiagoroshiApprentice

Easy way to view if a ticket have a solution (KB article) linkedSubmitted

Related to this post, in our use case we need a way for the QoS team to easily identify whether agents are linking Knowledge Base articles (Solutions) to tickets.Currently, it is difficult to see this association, and we would like to know if there is an existing method or a possible enhancement to make this linkage more visible and easier to track.We are aware that it is possible to create a report using the Data Export option, but we are looking for a more native and straightforward way to view this information, similar to how it works in GLPI, for example.

0
Apprentice
5 months ago
Apprentice
gokhanrzApprentice

Service Request Form Calls from WorkflowsSubmitted

Some processes require multiple forms to be filled by different people in different stages. When translating this to a workflow, it always results in suboptimal solution that requires too much manual work from the agent.Instead, after a step, the workflow can send a task to a person to fill a form, result of which can be added as a child ticket to the initial ticket that triggers the workflow automation.Also, having invisible service request forms that can only be accessed by their URLs would be really good. This way, only the person, who needs to fill the form at a certain stage, can see and access it through a certain link.

1
Daniel Söderlund
5 months ago
Apprentice
Dawn SchoApprentice

Dashboard Reporting Views, Widgets alignment with Analytics Reporting.Submitted

Allow the Analytics views and options on the FreshService ‘Dashboards’, which are currently limited in capability, widgets and scope. This feature is available in FreshDesk, see example below.Simply stated.  When working with Dashboards in FreshService, it would be nice to leverage the Analytics, views, options and filter choices.   

0
Apprentice
5 months ago
Apprentice
chuntleyApprentice

Allow requesters to save progress on service catalog itemsSubmitted

It will be helpful if requesters could save their progress on service catalog item forms and come back to finish them later.In our organization, some catalog item forms (especially on the business teams side) can be longer and take more time to complete.  If they enter information on a form and realize they need to get more information or come back to it later, they need to start over again.  Adding this functionality will be a big time saver and improve requester satisfaction.  

0
Apprentice
6 months ago
Apprentice
gokhanrzApprentice

Adding form parts to an email sent via workflowSubmitted

In Freshservice workflow, sometimes you need specific information from 3rd parties. If there would be possibility to add dropdowns or buttons to an email, which can be used as an output, it would have been great.

0
Apprentice
6 months ago
Apprentice
gokhanrzApprentice

Directly making changes on "Parent Ticket" via Action in WorkflowSubmitted

“Parent Ticket” can be added to the “Perform this action on” field in Action widget of Workflow Automator, so that the workflow running by a change in child ticket can make changes on the parent ticket without the need for a web request.

0
Apprentice
6 months ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

non-agent Search doesn't see tickets shared to that requestor - please add this abilitySubmitted

We have teams who want to work more transparently with each other due to the nature of work on tickets they are submitting.  There are often times they need to refer back to an older ticket for information that was provided.  If John is out, he may need to search that information on a ticket James submitted.  The team shares the tickets they create with each other for just this reason.The catch: although they can view the “shared with me” tickets, they can’t use the search feature in Freshservice to search those. It surfaces only KB content and their own tickets.  Can this be changed to include also tickets shared to that requestor?

0
kpatterson
Top Contributor ⭐
6 months ago
Contributor
jens.hartmannContributor

Markdown EditorClosed

It would be really helpful to have markdown support on the Editor. It is really painful to format the solutions.

11
6 months ago
Apprentice
sbellApprentice

Format Code Inside notes and replies to ticketFuture Consideration

Just as the title says, we would like to be able to format or “point out” code in the text boxes for replies and public/private notes. Seems to us like an easy thing to implement and will be extremely useful to the product in general.

4
6 months ago
MichaelJM
Top Contributor ⭐
MichaelJMTop Contributor ⭐

Related Tickets should not be DependentFuture Consideration

Currently, the system forces a ‘Related Ticket’ to be a ‘Child Ticket’ and the same ‘Type’ of ticket (Incident to Incident, Service Request to Service Request).Currently, when a Child Ticket is re-opened, it will force-re-open the Parent Ticket. When a Parent Ticket is Closed, it will Force Close the Child Ticket. This appears to be hardcoded functionality with no ability to change. “Related Tickets” should NOT be dependent, they should be “related” as in “linked” - e.g.:I want to be able to add links to tickets - any status, any type - to other tickets. Ideally, I’d be able to say “caused by” or “preceded by” or “caused” or “ongoing” Furthermore, it would make sense if in the “Similar Tickets”, Freddy did better at suggesting not only similar titles/Subjects, but also tickets from the same person, department, and that had the same Assets attached.

4
6 months ago
Andrew Wofford

Multi Select Drop Down For FreshDeskClosed

Currently Multi Select Drop Downs are available on FreshService but not FreshDesk. This severely limits the effectiveness of forms in FreshDesk. This is very disappointing as custom forms was one of the features we hoped to leverage by upgrading to the Pro plan. 

1
6 months ago
Contributor
cefangmanfoley

Auto Check the Box on a Bundle Service Item When Subfields are Filled OutClosed

We have had multiple times where a manager gets confused when filling out their new hire form (which we have set up as a bundle) because they fil out all the required fields on the item but didn’t check the box on the bundle. Then they submit the ticket, and that item isn’t included. I think if any subfield of an item is selected, the system should auto check the box for the item. See below an example, they could pick iPhone and carrier and submit, but because the little box by Cell Phone isn’t checked, it won’t be in the bundle.  

2
sahilverma
6 months ago
Apprentice
KemalPApprentice

Allow sorting ticket list by "Assigned to" / Agent columnSubmitted

Currently in the ticket list view, the "Sort by" dropdown only offers a limited set of fields (Created date, Priority, Status, etc.). It is not possible to sort the full ticket list by the assigned agent, nor is the "Assigned to" column header clickable for sorting.

1
mbackwater42
6 months ago
Apprentice
larissa.eirichApprentice

Freshservice Collaborator / Ticketsharing / Cc functionFuture Consideration

Hi there,I'd like to propose a feature enhancement regarding ticket sharing and access permissions.Currently, when a ticket is shared—whether via CC or via ticket sharing option —the recipient does not automatically gain access to the ticket unless explicitly granted by an agent that can access the ticket in the agent view. This can be limiting, especially for users who are CC’d but cannot view the ticket content, making the CC functionality less useful for both agents and requesters.Feature Request:Can we introduce a mechanism where, regardless of how a ticket is shared, the system automatically grants access to the ticket in alignment with the user's existing permissions?For example:If a user is CC’d on a ticket, they should be able to view the ticket based on their role and permission level. If they are Requester only they should see the ticket in the support portal view. In the agent view, even if the agent is not the owner or primary assignee, they should be able to access the ticket with visibility limited to what their role allows (e.g., public notes only). Or alternatively redirect the agent to the support portal view.This would greatly improve collaboration and transparency, while still respecting permission boundaries.Thanks for considering this! 

3
mbackwater42
6 months ago
BenSilverBento
Apprentice
BenSilverBentoApprentice

Allow To-Do List AutomationFuture Consideration

I’m kind of shocked this doesn’t already exist, but having the ability to add To-Do list items would be extremely useful.Example Scenario:A New Employee is starting. When that ticket type is changed to “Onboarding,” add items to To-Do list (Provision computer, create account, mail accessories.” There are so many repetitive situations this would help

7
BLaRue1443
6 months ago
Leighanne
Skilled Expert
LeighanneSkilled Expert

Toast Notification for Closed TicketsClosed

Currently, toast notifications will ‘go away’ on their own with the exception of closed tickets that will just stay there for seemingly ever. This is really frustrating to have to manually close out of every time we close a ticket. I like the toast notification and have had to click back into the ticket, so I don’t want it gone forever, just to go away on its own. Can we please make it so? Alternatively, if anyone has a solution to this issue, sharing is caring! Thank you! 😊 

7
chipotlsmenu
6 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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