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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
Apprentice
QT_AndreasApprentice

Ability to make manager approval remark mandatorySubmitted

In manager approval workflows, I think it would be a nice feature to be able to select if I want the managers remark text to be mandatory also for approvals.For rejections this is already mandatory (could be nice to have the option to disable that as well),

0
Apprentice
8 days ago
ptoridactyl
Apprentice
ptoridactylApprentice

Grant Extra License for Integrations Requiring API KeyUnder Review

Maybe I am doing this wrong, but a lot of the integrations from the marketplace (and webhooks initiated in the automations) require a users api key. I think this is really poor practice, as a lot of the integrations are using my API key. So if I leave, that API key will no longer be available and all the automations and webhooks will break. Unfortunately there’s no static API key outside of a user granted in the freshdesk system, and I feel like it’s kind of insane to have to pay extra money for an additional user license to have this all not be a SPOF.

56
9 days ago
andersreve
Top Contributor ⭐
andersreveTop Contributor ⭐

Publicly shareable links for accessing Analytics reportsUnder Review

I have several monthly meetings with our customers to report on our helpdesk performance. Thanks to the great Analytics tool, I have compelling reports to show them about how we continue to give them fantastic support.However, all I really need is for them to have access to such a dashboard themselves. I build the report for them, and share the link with them. They can access it anytime and it would save my team a lot of work.As an example, it could be made a part of the customer portal - where I can not only raise a ticket or find an overview of existing tickets - but access a dashboard based on a report assigned to the specific customer - allowing me to fully view the report just like an analytic role can from the agent side.

6
9 days ago
Mike.C
Apprentice
Mike.CApprentice

Ability to limit Requestor selection in Tickets based on dynamic fieldSubmitted

One item I really miss from previous applications is the ability to filter the requester based on the value of department, location, or similar fields.  Example:  You may have several John Doe requestors, different emails, but the all work at different Locations or Departments.  For both internal teams and MSP teams we should be able to select the Location or Department and then when selecting Requestor have the list filtered based on the entry.   It would be a huge QOL for teams and save time in the verification process on the phone or chats.  Been asking for this for 6 years.  

0
Mike.C
Apprentice
10 days ago
Apprentice
JroosApprentice

Project Management Gantt View SortingFuture Consideration

It would be nice to sort the projects by due date, timeline of any sort, name, etc. while in gantt view. Currently, we can only see these types of views in the list view. 

3
10 days ago
Apprentice
dgrbd3472_hrdgsmApprentice

Horizontal slider bar scrolls out of view when scrolling up on the Tickets viewSubmitted

Hello,Hope you are well.Just thought I would mention that if there are a lot of tickets being displayed on the Tickets view, the Horizontal slider bar scrolls out of view when scrolling up the ticket list.See images below: Horizontal scroll bar not available after scrolling up ticket list​​​​Horizontal scroll bar available after scrolling to bottom of ticket listIt would be helpful if the horizontal scroll bars position was fixed, so it could be utilised wherever a user was in the ticket list.Thanks

2
11 days ago
Apprentice
techbivaApprentice

techbivaSubmitted

TechBiva is a digital resource platform that covers a wide variety of technology-related topics under the slogan "Everything of Tech."

0
Apprentice
14 days ago
Apprentice
ryan_20268Apprentice

New General Details fields for Service ItemsClosed

We would like to see a few new fields added to the General Details section of service items. We use the description field to manually create a few "sections" applicable to both requesters and agents that would be nice to make permanent fields. The ability to hide/show these fields to agents/requestors/managers would be key:request instructions - instructions on how to properly fill out the form below for the requested itemapproval process - list the owner, approver(s) and creator(s) for the service item including any related instructions/documentation about the request/approval process works so requesters know exactly what will happen after the request is submittedagent instructions - any instructions, typically hidden from the requestor form, that need to be provided to the agent(s) to fulfill this request such as next approval steps, etc.Not only would this information be great to provide/collect for requestors/agents but our service items effectively would become good change management documentation to support our IT process as well. In addition to this it would be great if the General Details section was always expanded by default when a service item page is loaded so users don't have to further expand it to see this information.

1
juliawhites
15 days ago
Daniel Söderlund
Top Contributor ⭐
Daniel SöderlundTop Contributor ⭐

AD orchestration using SIDSubmitted

Hello everyone,  As of today, the on-premises Active Directory Orchestration Server (SCIM) use SAMAccount as primary ID. It can cause issue if you remove users and reuse the SAMAccount.  My suggestion would be better to use SID as primary ID when synchronize the users to Freshservice  

8
Medic1334
15 days ago
Apprentice
dckApprentice

Custom fields to be considered as an event in automation rulesClosed

Current limitation does not offer all custom fields, e.g. a number fields to be considered as an event trigger, when creating automations.Automation example:When “number field” is updated by agent, then send custom mail to requester.  

1
juliawhites
16 days ago
Skilled Expert
joshvengleySkilled Expert

Incident Acknowledge from Mobile App (not just for on-call/Critical Incidents)Submitted

I am curious if the ability for agents to ‘acknowledge’ incidents (low/medium priority) from the mobile app will be available in the future?  Currently agents can acknowledge High/Urgent tickets via notification from the app via on-call events. We have agents that move between locations (different buildings, miles apart) and are not always in front of a computer.This would give those agents the ability to pick up and acknowledge tickets driving down acknowledgement time as well as providing service at the location they might be currently at in a quicker fashion. 

0
Skilled Expert
16 days ago
Apprentice
GDMApprentice

Improve comparison logic of the date field in JourneysSubmitted

Right now, you can only use comparison logic against a specific date. We want to be able to restrict what dates can be chosen compared against the current date/time.For example, restricting an onboarding start date from being within 5 days of journey submission. An error message would say, “You must select a date that is at least 1 week from today.” and will not allow them to submit the form until a valid date is chosen.

0
Apprentice
16 days ago
Apprentice
Tom BolingApprentice

Freddy AI for Separate PortalsSubmitted

We have separate portals set up for separate business unites. Currently, you cannot use Freddy AI if you are using separate portals. Please allow the use of Freddy AI for separate portals.

0
Apprentice
16 days ago
Apprentice
Tom BolingApprentice

Group By Option in Ticket ListSubmitted

We have many IT agents with managers that assign those tickets. Managers currently do not have a quick way to group tickets by assigned agent. There’s also no way to sort by assigned agent. We used to have this in Zendesk before moving to Freshservice. Please add this ability to Freshservice. We have managers complaining about Freshservice and they are generally unhappy because of a simple feature like being able to group tickets by assigned agent.

0
Apprentice
16 days ago
heremah
Apprentice
heremahApprentice

Add requester to CAB Meeting inviteFuture Consideration

When creating a CAB meeting, you can add the changes to be discussed during the meeting. Upon saving, an email is sent to all attendees. In that email, the default placeholder {{cab_meeting.change_list}} is added (see screenshot below). This placeholder contains a table with the following columns:Change ID Subject Planned Start Date Planned End Date Change Type Priority Risk Impact CommentsAt the moment, we have to enter the requester and change status manually in the comment field. The feature request consists of adding "requester" and "status" as columns in the placeholder {{cab_meeting.change_list}} so we don't need to enter it manually.  

9
Tiaraju
16 days ago
Contributor
MBaileyContributor

Trigger workflow for journey requestsUnder Review

Currently we can trigger workflows when tickets, alerts, etc are created or updated. It would be great to see a similar option for journey requests. For example, when a journey request is updated > condition “start date changes" > update journey request subject with new start date.

3
16 days ago
Rich Downey
Active Contributor
Rich DowneyActive Contributor

Ability to send Tasks vs emails in journeys to non-stakeholdersUnder Review

When creating an activity, it would be very helpful to have the ability to assign a task to someone who is not listed as a stakeholder on the journey. Ideally, tasks could be assigned to agents or other internal users, not just individuals included in the initiator form.In our organization, during onboarding and offboarding processes, there are team members outside of IT who are responsible for creating or deleting accounts. At the moment, we use activities to send email notifications to these individuals. The challenge is that there is no built-in follow-up, and we have no visibility into whether the request was actually completed.If we were able to assign a task instead of sending an email, it would allow us to: Ensure continued reminders are sent until the task is marked complete. Maintain a clear record confirming the task was completed. This enhancement would significantly improve accountability and tracking across departments.thanks

3
16 days ago
Skilled Expert
MireilleRSkilled Expert

Sorting display of results within Service Items' dropdown fields that obtain it's data from a custom objectFuture Consideration

I am looking for a way to ‘sort the order of displayed content’ (e.g. alphabetically) within a Service item’s dropdown field that gathers its information from a ‘custom object table’ It seems like it gets it’s order now from de table’s unique id, but of that I am not really sure, for I have seen sorders change as you add or remove (record-)lines to/ from the table.  Dropdown field Table Objectrecords:Table Object fields configuration:Current order of display: (Would prefer to display alphabetically, or in any order that I choose)  See also:Sorting display of 'values' by choice within Dropdown fields that pull up their information from a custom object table | Freshworks Community

9
17 days ago
Skilled Expert
Cara

Dynamic Fields - Remove LimitSubmitted

Why is there a limit on how many dynamic sections you can create within a Service Item. There should not be a limit on this. Or if there is, it should be the same limit as the amount of drop down fields you have.  Can this please be lifted as 5 dynamic sections is not enough when you are creating complex forms?

1
17 days ago
Skilled Expert
Brian RSkilled Expert

Adding notes (private and public) to the print out for change tickets.Submitted

i would like to get private and public notes added to the print out for change tickets.  this is extremely helpful when a auditor asks for the print out of a change ticket and it does include any of the public or private notes.  They are included with service requests, they should also be included for change tickets.

0
Skilled Expert
18 days ago
Active Contributor
David ErnstActive Contributor

Allow Agents to select their Email address as sender in commentsSubmitted

In general, we prefer to Default using the System address as the sender for Freshservice emails, replys and comments.  However, there are situation where the Agent would prefer to have the email form a ticket or comment sent from their personal (profile) email address. An option to allow the Agent to select the sender’s (system vs the Agents) email for individual messages.   Possibly default to system setting but allow user to select their profile address.

1
Olivia Anne
19 days ago
Skilled Expert
Cara

Customise Bar - Move to the bottom of the sidebarSubmitted

The Customize Sidebar should be at the bottom of the sidebar and not underneath Admin and unable to be moved itself. Having Admin at the very bottom has always been very useful and now it is not at the bottom and the Customize Sidebar is now at the bottom and unable to be moved itself. This should be sitting at the very bottom, just above the Freshworks Switcher. Otherwise, it renders the idea of the button useless or silly because you cannot move the button itself and it gets in the way.  

1
Olivia Anne
19 days ago
Apprentice
jitesh.comApprentice

Let users play a mini-game while they wait for an agent to replyClosed

Instant response time is something all of us strive for, but that is very difficult to meet when interacting with human agents. As a chat queue increases, the response time increases and our customers start seeing messages like "Replying in under 2 minutes" or "Replying in under 35 minutes"While our customer is waiting for an agent to reply, can we allow our agents to play a small mini-game that can keep them engaged.

32
azuma
20 days ago
Apprentice
brionesjApprentice

Service Request Items for Unknown external requestersSubmitted

Is there a way to open visibility of a service request item to external users, the way that the Incident form is? Currently, the visibility status of "All Requesters" only extends the visibility to existing requesters. But how can we enable a form for future unknown external users?  At the moment we are paying for an alternate form service for these type of users to fill out a service request form and it is emailed as an attachment to our FreshService environment. But, this is not ideal, as it then becomes multiple locations to manage forms and workflows.

0
Apprentice
21 days ago
OG Bobby Johnson
Skilled Expert
OG Bobby JohnsonSkilled Expert

Keep the Ideas Forum ACTIVE and Up to DateUnder Review

The Freshservice Ideas forum should be a living feedback loop between customers and Freshworks.Customers invest time submitting ideas, documenting real-world use cases, voting, commenting, and helping other organizations get more value from Freshservice. Many of us are also strong advocates for the product within our organizations and the broader community.For that model to work, the Ideas forum needs to be actively maintained.Ideas should be regularly reviewed and their statuses updated to reflect where they actually stand: Open, Considering, On Roadmap, Implemented, or not planned. Even knowing that an idea will not move forward is better than seeing it sit indefinitely without an update.The value is bigger than maintaining a webpage. It keeps the community engaged and shows contributors that their time and feedback matter.Customers contribute → Freshworks responds → the community sees progress → customers keep contributing.Freshservice has customers willing to share ideas, solve problems, help others, and advocate for the product. Keep that community strong by keeping the Ideas forum active, current, and connected to the product roadmap.

6
alexhong
22 days 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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