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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
WCableApprentice

Journeys - Add build kits as part of onboardingFuture Consideration

Right now, Journeys does not allow for build kits and software / asset assignment like Onboarding does. While Journeys would solve most of our onboarding problems, without the build kit functionality, it is basically useless to our situation.

3
Contributor
6 months ago
leyeo
Apprentice
leyeoApprentice

is there any support for dynamic sections in journey?Delivered

with the introduction of Journeys, which is being pushed to replace Employee Onboarding. Are there any plans to support dynamic sections within Journey. That was very useful in Employee Onboarding to show different fields when an item is selected in a drop-down menu or is there another way to achieve this in Journeys i am not aware of.Thank you

3
Kamakshi
6 months ago
ahui
Contributor
ahuiContributor

Dark Mode Formatting ImprovementsSubmitted

I often have to copy and paste private notes when tickets are pending and have the same update as last time.  While using Dark Mode, when I copy text from a previous private note and paste into the private note field, it inserts the text as black with a white background.  Here is an example of a private note: If I copy this text and paste it into a new private note, it forces a white background on the font:It looks like the background is white, and the font is black.  But if I edit the private note and remove the white text background, the font becomes invisible and you can’t see it. If I view the private note in light mode, here is what it looks like:if I edit the private note and remove the black text background, the font becomes invisible and you can’t see it. It would be great if copying and pasting while in Dark mode didn’t have this effect on text.  The only work around is to fix the text every time or copy and paste into notepad and then back into Freshservice.  You don’t need to work this way in Light mode. I also noticed these issues in the Knowledgebase.  If I copy and text from a Knowledgebase article and insert it into a new one, for example like a Knowledgebase template that I want to use for every article, the background is always wrong when I copy it while in Dark mode and I am usually forced to work in Light mode.

2
ahui
Contributor
6 months ago
Jiadai
Apprentice
JiadaiApprentice

Add date ISO format for Journey in PlaceholderSubmitted

There is no option for date ISO format for Journey in placeholder, which we can’t use it in Expression Builder or other action in workflow automator. In Service Item and old Onboarding module, we are able to select ISO format:  

0
Jiadai
Apprentice
6 months ago
Contributor
fabian.arltContributor

Retrieve users a ticket is shared with via APISubmitted

Hi Freshservice team & community,I’d like to propose an enhancement to the API that would allow retrieving the list of users a ticket is shared with (e.g. shared stakeholders).Use case:In many workflows, tickets are shared with additional users for visibility or collaboration. However, this information is currently not easily accessible via the API, which limits automation and integrations.Proposed solution:Provide an API endpoint (or extend the existing ticket endpoints) to return:Users the ticket is shared with / watchersExample use cases:Sync shared users with external systems (e.g., CRM, project tools) Trigger automations when certain stakeholders are involved Update the ticket status if someone from the shared list is sending a reply/noteWould love to hear if others have similar needs or additional use cases!

2
joelengelhardtcrsrds
6 months ago
Contributor
rebodetContributor

Separate Holidays from the Business HoursSubmitted

We have 8 different Business Hours due to Agent’s different schedules.  We currently have to edit each Business Hour record to set the holidays.  It would be easier to set the Holidays separately and then point the Business Hours record to the Holidays to use for that set of Business Hours.

6
AbominableSnowmin
6 months ago
Contributor
dcuttingContributor

Journey - need to be able to hide fields from initiatorSubmitted

We need to be able to have fields in a journey that are not visible to the initiator. These fields need to be updated by other during the process. Example, approval notes, fields that only our HR team needs to fill out and so on. Today the initiator sees them all and it can create confusion about filling them out or not.

2
christian.mentor
6 months ago
aarturs
Apprentice
aartursApprentice

Create Automation to run on Outbound EmailFuture Consideration

Currently, the "Create Automation" functionality does not trigger when an outbound email is sent. The only automation that is currently active in this scenario is "Update Automation." This limits the ability to initiate new workflows or trigger specific actions based on outbound communication, which is a critical use case for many sales, marketing, and customer success processes.Requested Enhancement:Enable the "Create Automation" feature to also run when an outbound email is sent. This would allow users to: Automatically create new tasks, opportunities, or follow-ups when an email is sent to a lead or contact. Initiate onboarding or engagement sequences triggered by the first outbound contact. Start custom workflows that depend on email outreach activity. Benefits: Improved automation consistency across inbound and outbound communication. Enhanced workflow flexibility and time savings for users. Better alignment with common sales and outreach use cases. This functionality is essential for ensuring outbound communication can serve as a powerful trigger point in user-defined automation flows. 

2
aarturs
Apprentice
6 months ago
aarturs
Apprentice
aartursApprentice

Automatically include attachments when forwarding tickets from the UISubmitted

When a user clicks Forward on a ticket in the Freshdesk UI, the forwarded email should automatically include the original ticket attachments.At the moment, attachments are not added automatically. Users must first download the files manually and then re-attach them to the forwarded email. This creates unnecessary extra steps and slows down the workflow.

0
aarturs
Apprentice
6 months ago
J_Wood
Apprentice
J_WoodApprentice

Remove additional filters on 'Export Tickets'Submitted

When exporting tickets from a list that’s already been filtered, when selecting to Export it would be helpful if you could either remove the additional filters that are shown (‘Filter tickets by’), make this an optional filter or add an option to export the tickets that are currently filtered without having to filter further. The only way I can get the export to fully work (export all tickets I have in my current view) is by setting the ‘Created time’ filter to be years in the past.

0
J_Wood
Apprentice
6 months ago
bosmanez
Apprentice
bosmanezApprentice

Using ChatGTP to better figure out the first name of requesterClosed

When creating a response you try to figure out what is the first name of the person. Your implementation is not 100% and in many cases it’s wrong.Have your though about using ChatGTP to improve this?  

1
johnmarphi2
6 months ago
Rich Downey
Active Contributor
Rich DowneyActive Contributor

Ability to add ticket description to a workflow emailSubmitted

I want to be able to create a workflow where I can send someone an email and include the ticket description. I tried adding the Placeholder {{ticket.description}}  but it  did not work and this was confirmed not to work after a post I made.We get requests for systems that IT does not manage, so, we want to automate the response and send the users who manage these systems to get them the info that is being asked in the Service Request.

0
Rich Downey
Active Contributor
6 months ago
Active Contributor
rainmakers99Active Contributor

Analytics add reporting on Service Catalog item custom fieldsSubmitted

For analytics add the ability to report on the custom fields created for service catalog items.  The export feature already exists in Data Export if the filter is set, so setting a similar option would be helpful for reporting.

2
6 months ago
Apprentice
akwongApprentice

Group Tickets by Status in Ticket View (groupby)Future Consideration

Key Benefits:Improved Ticket Organization: Quickly view tickets categorized by status without needing to apply separate filters.Better Workflow Management: Teams can focus on specific statuses (e.g., prioritize "Open" tickets) to streamline workflows. Proposed Implementation Details: Add a "Group By" dropdown in the ticket view, alongside the existing sorting options. Allow grouping by "Status" as a default option, with future possibilities for other fields like "Group," "Priority," etc. Display tickets in collapsible sections based on their status, with counts for each group (e.g., Open (10), Pending (5)).

3
Skilled Expert
6 months ago
AutomatedDuck
Skilled Expert
AutomatedDuckSkilled Expert

Service Item Form LayoutSubmitted

It would be nice to be able to arrange fields a little more dynamically than just straight down the page in a single column. Being able to arrange and/or resize form sections so that fields could be arranged side by side, like first and last name.

0
AutomatedDuck
Skilled Expert
6 months ago
Contributor
dcuttingContributor

Project - link to ticketsSubmitted

In Projects, we can link a ticket to a task, however the person working on it cannot click on the ticket in the project and see the details on it - just the ticket. It would be nice if they can click and view the details of the ticket from within the project.

0
Contributor
6 months ago
Contributor
dcuttingContributor

Journey - be able to attach service catalog itemsSubmitted

For our onboarding journey, we need to be able to select service catalog items for the new hire. Example a desktop or laptop bundle. Right now it only allows that to happen, once a ticket is created and an agent makes the selection. In order to get around this we had to create a dropdown field that gives them the choice of bundles, but it would make more sense to be able to select right from the start from the service catalog - more so if other items as software, printers etc. are needed.

0
Contributor
6 months ago
Contributor
Mike_nzContributor

API key should not be associated with a user account there should be system keys admin controlledPlanned

APi keys with user allows for a security hole where any IT Agent can set up API access keys to anything they want.This also causes an issue when a staff member leaves and has unknown integration that fails due to the account being downgraded.API keys should be granted at an admin level for security/control  API keys should be able to be associated to a workspace to segregate access to tickets API keys should not consume a license

2
6 months ago
Aram Felipe
Apprentice
Aram FelipeApprentice

JPG files for JourneysSubmitted

There needs to be an update on the attachments for Journeys. It only accepts PDF, JPEG, PNG and TXT, but it also allows you to take a photo using your own phone, and most phones have a default setting that makes the photo JPG, a format not allowed. It’s baffling how something like that gets rolled out. Not even mentioning other files like doc ou excel. Please see to fix this, otherwise the module is just a trap for anyone trying to implement or sell Freshservice ESM.

0
Aram Felipe
Apprentice
6 months ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Document Template Improvements: Silent attachment and Customized filenameSubmitted

We have several processes which involve creating a document that is then printed and sent to a customer (or emailed via PDF). In doing this it emails the requester that the form was created.  We additionally need to move the file out of the ticket and into a third party document storage system (I’ve automated this via Powershell script).Given this use case, notifying the requester of ticket generation is not needed. Additionally, if it could be attached via Service item attachment instead of as a conversation that would clean up retrieving the file from the Additionally, being able to customize the file name on output would be nice. It appears that all templates follow the naming convention below. The ability to specify the name using placeholder values, just as with other items, would be huge.  In my use cases, I’m able to change the file name via an existing powershell script that gets the attachment out of the conversation automatically and moves it to a UNC Path, but it would be one more thing to improve the user experience (Example: Employee verification that uses employee ID instead of name, etc) in other use cases as well.Current file output naming template:  (Template name)_(Requester first name)_(Requester Last name)_V#.pdfThoughts ​@mbutler ​@kenneth.anderson ​@DanielRuff or others?

4
Medic1334
Top Contributor ⭐
7 months ago
Skilled Expert
Cara

Workflow - Search NodesSubmitted

It would be amazing if when you did a search within the workflow, it did not just search the free text but also search the nodes themselves. It can be hard to troubleshoot the issue with a form if we do not have this function. For example, if we had a node filter on the incorrect Requested Item but the node itself says it is for a different Requested Item. We do not know unless we go into each Requested Item, which can be quiet cumbersome when we have hundreds of forms and multiple workflows.  The ability to search all workflows as well would be greatly appreciated and useful. Please please please implement this.

2
Skilled Expert
7 months ago
Skilled Expert
Cara

Users - Bulk Update AttributesSubmitted

You should be able to bulk update requester and agents profile attributes. Instead of only having the option to export then import which half the time may not even work. You should be able to tick the people you what to update or conduct a search based on various criteria for the accounts you want to update and then tick them all and update or move a field.

2
Skilled Expert
7 months ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Mandatory setting for Service Request fieldsSubmitted

We want re-use fields on a Service Request form where we use a Dynamic Section to determine the activity.  This way changes to those fields only have to be made in one place. However, depending on the action, sometimes that field should be mandatory and other times it can’t be.  This is forcing us to either risk not marking the field mandatory or use multiple fields with very similar names which then need to be separately updated each time.For example, we want to use a form for all aspects of a door access card including:Requesting a card Changing the list of rooms begin accessedFor this, we have a multi-select field called “additional access” that lists all possible rooms and opens a dynamic field to collect more data:  On the original “requesting a card” option, the “additional access” field can’t be  mandatory field since the person may not need any special access.  But we’d need to give the option in case they do. On the “changing list of rooms” request, that same field should be mandatory.  But marking it as mandatory, affects both dynamic sections so we can’t.In an ideal world, each time you use a field within a Service Request form you should be able to specify whether that specific use of the field is mandatory without impacting other uses of the field.Similarly, we would like to tie requiring an attachment to specific activities on a form. For the initial card request, the requestor is required to supply a photo of themselves as an attachment so we’d like to mark “attachment” as mandatory.  When making any other changes after a card has been issued, we don’t need a new photo supplied therefore we can’t make attaching a file mandatory. In the instance of attaching a photo, our only option is to create a unique form for the initial card request and a use one or more additional forms for all other card-related requests.  We find that, if customers need to spend more than a couple seconds looking for the right form, they fall back on just logging it as a support ticket causing rework and frustration. For that reason we want to keep the catalog of forms as small as possible by consolidating related requests into a single form with internal dynamic fields to tailor the gathered data.

0
kpatterson
Top Contributor ⭐
7 months ago
volcanicdove
Skilled Expert
volcanicdoveSkilled Expert

Placeholder Filters for Dropdown FieldsSubmitted

Adding the ability to sort a Dropdown list by another value supplied within a Service Item via Placeholders would greatly enhance the products functionality. For example, imagine there is a Dropdown for “Type Select” with the values “Type 1” and “Type 2”. If Placeholders were available for filtering, another Dropdown field could be implemented as “Item Select” and powered by a Custom Object. The entries in the Custom Object can specify that the “Type” of an item is either “Type 1” or “Type 2”, enabling the “Type Select” Dropdown to provide the criteria for filtering to the “Item Select” Dropdown field values.  Placeholders for default values in a form are already utilized in other fields such as Text, so this would be relatively simple to implement and it is sorely needed for advanced Form functionality in Freshservice.

0
volcanicdove
Skilled Expert
7 months ago
lesacollectionusa
Apprentice
lesacollectionusaApprentice

Upgrade Your Style with a Classic Denim Vest for MenClosed

Fashion has a unique way of reinventing itself. Trends from decades ago often make a strong comeback, carrying a sense of nostalgia yet fitting perfectly into modern wardrobes. One such piece that has stood the test of time is the denim vest for men. More than just a stylish layer, the denim vest has become an essential part of casual fashion, biker culture, and streetwear style.In this guide, we’ll explore the history, styling tips, cultural significance, and reasons why the denim vest continues to be a must-have item. Whether you’re a fashion enthusiast, a biker, or someone who simply loves rugged yet versatile clothing, this article will show you why investing in a denim vest for men is a smart choice.A Brief History of the Denim VestDenim itself dates back to the 1800s, originally designed for miners and cowboys due to its durability. Jeans became popular workwear, and soon the denim jacket followed. The denim vest was born when sleeves were removed from jackets—giving workers more flexibility and freedom of movement while still enjoying the toughness of denim.By the 1960s and 70s, the denim vest evolved into a cultural symbol. Rock stars, bikers, and rebels wore it as a sign of freedom, individuality, and defiance. From motorcycle clubs customizing their vests with patches to rock musicians pairing them with leather pants, the denim vest quickly became a fashion icon.Today, denim vests remain a timeless piece, balancing rugged toughness with casual style.Why Choose a Denim Vest for Men?There are plenty of reasons why men around the world continue to choose denim vests as a staple piece in their wardrobes:1. VersatilityA denim vest can be paired with almost anything. Throw it over a t-shirt, hoodie, flannel shirt, or even a lightweight sweater—it always works.2. DurabilityDenim is one of the most durable fabrics. Unlike other trendy pieces, a well-made denim vest can last for years without losing its appeal.3. Timeless AppealFashion trends come and go, but denim always stays relevant. A denim vest doesn’t go out of style—it evolves.4. CustomizableOne of the coolest aspects of denim vests is how customizable they are. Bikers, for example, add patches, pins, and embroidery to make their vest unique. You can do the same to reflect your personal style.5. Comfort and EaseUnlike a jacket, a vest gives you freedom of movement while still adding a stylish layer. It’s perfect for transitional weather—keeping you warm without overheating.Styling a Denim Vest for MenWearing a denim vest is easy, but styling it the right way can make your outfit stand out. Here are some popular ways men wear denim vests today:1. Casual Everyday LookPair your denim vest with a simple white or black t-shirt and jeans. This classic double-denim look, also known as the “Canadian tuxedo,” can be made modern by choosing different denim shades (light vest with dark jeans, or vice versa). Add sneakers or boots to complete the look.2. Layered Streetwear StyleDenim vests look great over hoodies or sweatshirts. This style gives you a laid-back yet trendy appearance. Finish the look with joggers or cargo pants for a streetwear vibe.3. Rock and Biker EdgeThe classic biker look pairs a denim vest with a black leather jacket or t-shirt. Add boots, accessories like chains, and sunglasses for that rebellious edge. Motorcycle clubs often use denim vests as a “cut” (a vest with patches representing their group identity).4. Smart Casual TwistSurprisingly, denim vests can also be dressed up. Wear a denim vest over a button-up shirt with chinos. This look gives off a polished yet relaxed style that works for casual office days or social events.5. Summer Ready StyleWhen the weather heats up, pair your vest with shorts and a tank top. It’s lightweight, breathable, and adds an effortless cool factor.The Denim Vest in Biker CultureFor bikers, denim vests are more than fashion—they’re tradition. Biker vests are often customized with club patches, logos, or personal artwork. These vests, sometimes called “cuts,” serve as a badge of identity, brotherhood, and belonging.Motorcycle riders choose denim vests because they’re durable and comfortable for long rides. Unlike leather, denim allows more airflow, making it perfect for summer rides. Plus, its rugged appeal complements the bold spirit of bikers.If you’re looking for a high-quality biker-style denim vest, check out denim vest for men collections that combine classic designs with modern touches.Tips for Buying the Right Denim VestWhen choosing your denim vest, consider these key factors: Fit: Decide whether you prefer a slim fit for a sharp look or a relaxed fit for layering. Wash/Color: Light washes give a vintage vibe, while dark washes look modern and versatile. Black denim vests are great for a rocker edge. Details: Look for vests with buttons, zippers, or distressed detailing depending on your style preference. Quality of Denim: A thicker, durable denim will last longer and hold its shape better. Customization Options: If you plan to add patches or embroidery, make sure the material is sturdy enough. How to Care for Your Denim VestA denim vest can last a lifetime with proper care. Here are some easy tips: Wash Less Often – Denim doesn’t need frequent washing. Spot clean when possible. Cold Wash Only – If you must wash it, use cold water to maintain color and fabric strength. Air Dry – Avoid dryers, as heat can shrink and weaken the fabric. Air drying helps preserve its shape. Avoid Harsh Detergents – Gentle detergents keep the denim looking fresh. Store Properly – Hang your vest instead of folding to prevent creases. Why Every Man Needs a Denim VestThe denim vest is more than just a piece of clothing—it’s an expression of style, individuality, and confidence. Whether you’re a biker customizing it with patches, a fashion-forward man layering it over streetwear, or someone who simply appreciates timeless clothing, the denim vest delivers.It adapts to any season, works with endless outfit combinations, and adds rugged charm to your wardrobe. It’s that rare fashion item that’s both functional and stylish.ConclusionFrom its workwear roots to its place in biker culture and modern street style, the denim vest for men has proven to be a timeless classic. It’s durable, versatile, and endlessly customizable—making it a staple that belongs in every man’s wardrobe.If you’re looking to upgrade your style with a touch of rugged charm, explore the latest denim vest for men collections and find the perfect piece that fits your personality. Whether you wear it casually, on the road, or as a statement item, your denim vest will always stand out.

3
boothcoolapk
7 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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