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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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Apprentice
manifestationmagic888Apprentice

Can I integrate Clickbank to Freshdesk?Closed

Can I integrate Clickbank to Freshdesk?

4
bussid
6 months ago
Skilled Expert
Cara

Agents - Boot from system / Manual log offSubmitted

There should be a way to boot someone out of the system. We would like to be able to log people out of the system (for example if the system is going through a major change and would like agents to make no changes). We can remove them from the M365 Agent group, but this appears to still let them log in if they are still logged into the system. It only comes up with an error if they were logged off and try to re-authenticate. Adding a Session Time-out does not work either - as for some reason this does not boot everyone out either. So the ability to bulk boot people out of the system so they have to re-authenticate would be much easier but it does not appear this feature exists.

0
Skilled Expert
6 months ago
Apprentice
anna.leroyApprentice

Customers want to order tickets when searched by key wordsSubmitted

One of our customer wants, after searching a key word, to be able to order the results by creation date or last update (asc / desc), like when just visualizing all tickets with no keyword search

0
Apprentice
6 months ago
Beautiful Bee
Apprentice
Beautiful BeeApprentice

Initiating Whatsapp calling and chatsClosed

Freshdesk should consider adding a feature that enables users to initiate WhatsApp chats and make WhatsApp calls, as enhancing customer experience is centered around being proactive rather than just responding to customer-raised issues.In today's global market, clients are spread across various regions, making it essential to engage them on the platforms they prefer.

1
Mr R
Apprentice
6 months ago
ComputerGuy7
Contributor
ComputerGuy7Contributor

Filtering for Special Ticket Views - Shared with me and Tickets I am watchingFuture Consideration

Most all ticket views have very powerful ticket filtering that has improved as new filtering features are released. For some reason the special ticket views “Shared with me” and “Tickets I’m Watching” do not allow for filtering. Please allow filtering for all ticket views.

5
6 months ago
Apprentice
HarryRobertsWHGApprentice

Updates from Ticket boardSubmitted

Being able to update a ticket with Private/public/ resolution notes from the pop out menu in the ticket board. Currently when adding these items it opens the ticket in a new window and defeats the point of using a kanban board. 

0
Apprentice
6 months ago
Skilled Expert
joshvengleySkilled Expert

Simplified 'Search' that provides results to populate the Category, Sub-Category, Item fields in Incident RequestsSubmitted

We are wanting to have a field added so a requester can type a topic (ie. printers) and that will provide option(s) that when selected, fills in the fields at the “Category” level and should also extend into Subcategories / Items without having to search specifically at that level to assist the requester or agent in finding what they’re looking for.Ideally, if I search “Printer”, I would be presented with the available items I can select from and choose the appropriate scenario.Hardware (Top-level category containing search term)   |_Printer      |_Purchase      |_Printer JamandSoftware     |_Windows        |_Add A Printer (Item-level category containing search term)This would alleviate so much hunt/peck for requesters, especially new employees to the organization.

4
6 months ago
Brad_Bazley
Apprentice
Brad_BazleyApprentice

FreshService objects as StatusPage subscribersFuture Consideration

Hey there,We’re so close to moving to StatusPage from a competing product, but subscriber management is our remaining roadblock.Current state: Subscribers must be manually added or imported via CSV to StatusPageDesired state: FreshService objects can be set as subscribers for a Service or Service Group, e.g.Agents Requesters Departments Requester Groups Roles Locations & location hierarchiesThis would enable users to be dynamically included in Status Alerts at time of provisioning, instead of requiring an additional (heavily manual) provisioning step for each user’s own service alert needs.This would also minimize the risk of accidentally adding external recipients for private Status Page sites, as the subscriber identity & contact details would be managed centrally within FreshService. Thanks for all you do! Brad at Material

4
6 months ago
Mehevienritu12344556678
Apprentice
Mehevienritu12344556678Apprentice

6-Day Moroccan Journey from Casablanca to MarrakechSubmitted

6-day tour from Casablanca to Marrakech offers a perfect introduction to Morocco’s rich heritage and stunning landscapes. The journey often begins with a visit to the iconic Hassan II Mosque, followed by a scenic drive to the imperial city of Fes, where travelers can explore its ancient medina and vibrant souks. Along the way, you may pass through charming towns like Ifrane and the cedar forests of Azrou. Many itineraries include a magical experience in the Sahara Desert, with camel trekking and overnight stays in desert camps near Merzouga. The adventure continues through the dramatic Dades Valley and the famous Ait Benhaddou before crossing the Atlas Mountains to reach Marrakech. This tour blends history, culture, and breathtaking scenery into an unforgettable Moroccan experience.

0
Mehevienritu12344556678
Apprentice
6 months ago
Mr R
Apprentice
Mr RApprentice

Is Freshsales Suite a Dying ProductSubmitted

Addressed to Freshworks, - We see a lot of feature releases and enhancements for other Freshworks products like Frshdesk Omni and Freshservice. The BIG Question is why are we not seeing the same for Freshsales CRM. The product is basically the same as it was 5 years ago, no feature enhancement no upgrade…. how are we supposed to compete with the likes of Salesforce or ZohocrmI think Freshworks needs to accept the reality that Freshsales suite is lagging behind when it comes to the CRM space. Is Freshsales as Dying product So Freshworks team when are you reviving this product?

0
Mr R
Apprentice
6 months ago
Apprentice
Grace0409Apprentice

Gravity Forms Freshsales Integration Premium Add-onClosed

Seamlessly Connect Gravity Forms with Freshsales CRMIf you're using Gravity Forms and need a streamlined way to manage leads in Freshsales, the Gravity Forms Freshsales Integration Premium Add-on is the ideal solution. This powerful add-on allows you to automatically send form submissions directly to your Freshsales CRM, helping your team respond faster, stay organized, and focus on closing deals.What is the Gravity Forms Freshsales Integration Premium Add-on?This premium add-on enables real-time integration between your Gravity Forms and Freshsales account. With just a few simple configurations, you can map form fields to any Freshsales module, ensuring that your lead data is sent to the right place instantly. Whether you're collecting leads, managing contacts, or tracking new accounts, this add-on keeps your CRM updated without manual entry.Key Features:Multiple Feed Support – Create and manage multiple feeds to send submissions to different Freshsales modules, such as Leads, Contacts, or Accounts.Custom Field Mapping – Map any Gravity Forms field, including custom fields, to your Freshsales fields for precise data capture.Module Flexibility – Choose the target module for each feed based on your CRM workflow needs.Conditional Logic Support – Use Gravity Forms' built-in conditional logic to determine when and how data should be sent to Freshsales.No Coding Required – Easily configure your feeds and field mappings through a simple, intuitive interface—no technical expertise needed.This add-on is perfect for teams looking to simplify their lead capture process and maintain clean, organized data across platforms.To learn more about the Gravity Forms Freshsales Integration Premium Add-on and how it can optimize your CRM workflow, visit the product page.

1
Mr R
Apprentice
6 months ago
Skilled Expert
RobinHenSkilled Expert

Prevent Offboarding Requests from Auto-Closing Upon User DeactivationSubmitted

The Use Case:I have set up an offboarding journey for users leaving our company. This journey includes tasks that need to be completed before the user leaves, as well as tasks that must be executed after their departure date. By default, it makes the most sense to use the native "Requested For" field to identify the user who is leaving.The Problem:Currently, using the "Requested For" field makes post-departure tasks impossible to complete.Imagine John leaves the company on April 30th. His AD account is automatically disabled on May 1st at 00:00. This status syncs to Freshservice, resulting in John’s Freshservice requester profile being deactivated. Because of this deactivation, the system automatically closes his offboarding journey and abruptly cancels all outstanding post-departure tasks.The Workaround:As a workaround, I am currently using a custom text box to capture the leaver's information instead of using the native "Requested For" field. However, this comes with significant disadvantages: it limits native automation capabilities, impacts reporting, and opens the door for manual entry mistakes and confusion among agents. The Ask:It would be highly beneficial to adjust the system logic so that offboarding requests (or tickets tied to the offboarding module) are exempt from auto-closure when the affected user gets deactivated. The journey should remain open until all dependent child tasks are completed. 

0
Skilled Expert
6 months ago
loveshe
Apprentice
loveshe

Allow Agent Groups to be set as CAB Attendees in a CAB MeetingSubmitted

Right now, it appears that only individuals or CABs can be selected in the Attendees field in a CAB Meeting. Can you allow Agent Groups to also be selected in the Attendees field on the CAB Meeting form?

0
loveshe
Apprentice
6 months ago
Apprentice
HelpDeskHeroApprentice

Title: Allow bulk entry of multiple email addresses in Automation rule conditionsSubmitted

When setting up Automation rules in Freshdesk, adding multiple email addresses is more tedious than it should be.Right now, if you want to match against a list of specific users, you have to type or paste each email address one at a time as separate conditions. This gets frustrating fast, even with a relatively small list.What’s frustrating:You can’t paste a list of email addresses into a single condition Each address has to be entered individually Building out rules with multiple users takes longer than it should Easy to make mistakes when entering a lot of addresses manuallyWhat would help:Allow pasting multiple email addresses into a single field Comma-separated or one per line would both work Support a condition like: “Requester email is one of (list)” Why this matters:Saves time when building or updating rules Reduces manual entry and errors Makes working with even small lists much less tediousExample:If I have 10–20 users I need to include in a rule, I should be able to paste that list once instead of creating a separate condition for each email.This would be a small change but would make Automation rules much smoother to work with day-to-day.

0
Apprentice
6 months ago
Apprentice
HelpDeskHeroApprentice

Allow export and import of Automation rules (Dispatcher, Observer, Supervisor)Submitted

Right now there’s no easy way to export or import Automation rules in Freshdesk, which makes managing them over time harder than it needs to be.If you’re working with a lot of rules, even small changes can turn into a lot of manual effort. There’s also no clean way to back things up or keep track of changes outside the UI.Current Challenges:No way to back up Automation rules Updates have to be done manually, one rule at a time Hard to track changes or maintain any kind of version history No way to review or edit rules in bulkWhat would help:Ability to export Automation rules (JSON, XML, or CSV would all work) Ability to import them back in Bonus if you can: Export/import selected rules See some form of version history Why this matters:Makes it easy to back up rules before making changes Gives teams a way to track and manage changes over time Allows bulk edits outside the UI, which is much faster for larger setups Reduces the chance of mistakes when updating multiple rulesExample:If I need to update a field or condition across a bunch of rules, it would be much easier to export them, make the changes in JSON/XML, and import them back instead of clicking through each one manually.

0
Apprentice
6 months ago
jshipp
Apprentice
jshippApprentice

Unassigned Task VisibilitySubmitted

I have created dashboards that provide insights into everything my agents need to know at a glance. One single pane of glass through which they can gain insights into everything on their plate, and their teammates...except for tasks. Unless I am missing it, I do not see a way to create a widget on the dashboard that indicates the number of unassigned tasks in my teams’ queues. This is the only critical piece of information missing from their dashboard. Is there a way to create this widget that I am unaware of? Are we doomed to needing to click over to the tasks module and looking at a saved search instead of it being conveniently located on the dashboard? Please help!

6
6 months ago
Skilled Expert
Cara

User Sync - Match Against Different Fields Rather than EmailSubmitted

We have run into the issue where a person changes their name and therefore their email address, now because the system matches against email address - it then creates a new record instead of updating that person’s details. It would be more ideal if we could change the match to match against their payroll number / employeeID (which does not change) and therefore if their details change, it will not create a new record for them which then requires merging but instead update those details. This would then remove the manual admin work it would require to change / merge all the records (as we have tens of thousands of employees and often change their email address). This would then create a lot of overhead to ensure the customer’s and agent’s accounts are up-to-date and not causing log in issues or duplicate records. This also means that if a person’s account is disabled and the email address is then removed, the system may not be able to disable their Freshservice account because the email address in Azure no longer exists so it does not have its matching criteria to then recognise the record in Freshservice and therefore there are accounts that are being missed to be disabled and AGAIN causes more admin issues. This is an urgent feature suggestion, we would like to be able to be resolved as it is causing a lot of overhead (and we haven’t even gone live yet).

0
Skilled Expert
6 months ago
Contributor
chrirContributor

Custom Company Font, FreshserviceClosed

I have found many topic on this, but not really an answer to how.I see some are suggesting loading custom fonts in template for email notifications.I have also asked Freshworks to include the font, but that was a no go..Another question is then, why is it so hard for Freshworks to include more fonts, or add an option for users to add custom fonts?Today Company Profiles are the main thing to really nail for marketing and hitting the right customers.

5
jordankim9819
6 months ago
Skilled Expert
Cara

Shared Fields - All Current FieldsSubmitted

I think all fields (when created) should be available in the Shared Fields. This saves time when you are creating forms and you are not duplicating fields across multiple forms. It would make reporting and analytics much easier as you are not looking at multiple different fields and can just say I want (for example) the best contact number and instead of looking up a particular form and then the field it would be available to search on by itself so you can find the information in all forms with that field in it. Otherwise, you then have to do a huge overhaul of forms to find and replace specific fields now that the Shared Field is available. Then if you have the same field,  you should be able to merge those fields together and move the information in one field to another to ensure that there is no duplicating of the same field.

0
Skilled Expert
6 months ago
Apprentice
EmmCHApprentice

Ability to delete Reporting/Analytics Widgets from the Existing Templates listClosed

As a first time Freshdesk user, I had some issues when using Reports & Analytics for the first time.I realise that the Analytics feature is really designed to be used from within the tool, and be interactive, so you can filter and sort data in any way you would like to from within Freshdesk (slice & dice ‘on the fly’!).However - we need to produce reporting packs for our Execs & Customers who don’t have the ability to go and look at Analytics, so it is necessary for us to create certain bespoke reports (which contain Analytics graphs) and schedule exports out as PDFs from the tool, in the form of ‘reporting packs’.When creating these ‘reporting packs’ I inadvertently created multiple duplicate copies of one of the Analytics Widgets - this is because I cloned it, but nothing appeared to happen, so I tried it multiple times, with the upshot being that I was left with 5 copies of the same Widget, which I could then not delete.To try and get round the issue, I attempted to make each of the Widgets do something different from each other, to give them each a purpose, and then I attempted to ‘rename’ then at the same time. Instead of renaming the EXISTING Widget though, this activity created yet another new Widget, and the previous Cloned Widget still existed. Then I repeated the operation several times, including as part of testing conducted on a call with Freshworks, to demonstrate the issue I was having. This ultimately resulted in me having essentially 15 copies of (more or less) the same Widget, which is clogging up my ‘Existing Templates’ list, and slowing down performance - on one occasion it took 15 minutes to load the list up.Also on the call with Freshworks I asked if their Admins (once granted a Day Pass to access our instance) could delete the unwanted Widgets on my behalf (since there was not an option for me to do this, despite being Account Admin), however I was told that this was not possible and to raise an Ideal.Therefore - this is the Idea that I am raising - which essentially is to ask for the ability to delete unwanted Widgets (I will refrain from creating any more new ones too, now that I know that feature is broken too).Many thanks,Emm

1
Marko De
6 months ago
Contributor
TylerSSLContributor

Service Item Fields in List ViewsSubmitted

Similar to what was done for Reporting but if I have a Ticket List set up and only set to show one Service item, I should be able to bring in the Fields that are present in that specific Service Item into my ticket List. Not being able to add these seems like a massive miss. 

0
Contributor
6 months ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Hide service items unless in bundleUnder Review

To work around some limitations with fields, I’ve had to split a rather large service item into multiple service items. The service items should never be raised outside of the bundle, as the parent item of the bundle contains key information needed on all the child items to process them.If I adjust visibility options, the child options in the bundle get hidden as well. I can put in a validate on form submission to block users, but being able to hide it all around would be great considering the use case on this :)

1
Contributor
6 months ago
YannEvaluo
Apprentice
YannEvaluoApprentice

Full visibility of customer browsing URLs in FreshChatSubmitted

I would like to suggest an enhancement for FreshChat to improve customer context during conversations.Currently, we do not have full visibility of all the URLs a user visits while interacting with the chat. It would be extremely valuable to have a feature similar to HubSpot, where every time a customer navigates to a new page, the URL is automatically captured and displayed directly within the chat thread under their latest message.This would allow support and success teams to:Better understand the customer journey in real time Provide more accurate and contextual assistance Reduce back-and-forth questions about where the user is on the platform Improve troubleshooting efficiency for technical issuesIdeally, each new URL visited by the user would appear as an additional line or metadata entry associated with their most recent message, creating a continuous and transparent view of their navigation path during the conversation.This enhancement would significantly improve the quality of support and align FreshChat with advanced customer context tools such as HubSpot’s conversation tracking.

0
YannEvaluo
Apprentice
6 months ago
Skilled Expert
Cara

Agent Group - ApprovalsUnder Review

You should be able to assign an approval task to a team rather than have to select individual people. This means that it is constantly having to be managed and updated to remove and add people that move between teams.  You should be able to assign a task or service request to an agent group rather than to specific people. ATM it looks like you can only send an approval email, you should be able to just forward the service request or a task with the approval and reject option and be able to change the status or an approve or reject option appears for that stage for that team to approve or reject.

8
Daniel Söderlund
6 months ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Ability to re-order items within the Action Block of a workflowFuture Consideration

We use workflows to create lists of tasks an agent should complete based on selections made in specific Service Request forms. We attempt to add the tasks in a logical order so the agent works from the top of the list down to the bottom sequentially.  The problem arises when a new task needs to be added that should occur somewhere other than ‘last’ in the list of tasks.Scenario automations allow you to easily re-order the list of actions via drag and drop.  We’d love to see this same ability applied to the Activity block within Workflows.  The only workarounds we have currently is adding a task to end of the Activity block and copy/pasting the tasks one at a time to move later tasks down the list or creating multiple Activity blocks in each workflow which is just messy and a challenge to maintain.

3
Rabih_N
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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