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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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cmlouro
Apprentice
cmlouroApprentice

Analytics - Possibility of 2 Metrics from differente Modules in same Widget - Cross Data from Tickets And TimesheetsDelivered

Hi, It was a major feature the possibility of crossing data from different metrics If we select a metric of “Timesheet” module (1), when adding 2nd metric (2) we only have available metrics inside the “TimeSheet” Example of Usecase: The use of Custom Fields in Tickets Module, like “Company” cannot be crossed by TimeSheet by Company, making it impossible to Know Hours for Billing by Company.  

5
7 months ago
Apprentice
Kyla GardnerApprentice

Improve Incident Awareness: Native Major Incident Alerts in PortalSubmitted

During major outages, users often submit tickets because they aren’t aware of existing incidents. Freshservice would benefit from a native, visible way to surface active major incidents directly within the self-service portal without relying on external status pages or embedded widgets, which have limited visibility and require customization. This gap leads to unnecessary ticket creation during known outages.Request:Add an out-of-the-box feature that:Displays a global incident banner on the portal Shows active outages on the homepage Alerts users during ticket submission when a related issue is already knownThis will dramatically reduce duplicate tickets, improve users experience through proactive communication, and eliminate the need for fragile widgets or HTML workarounds; aligning with modern ITSM expectations.

0
Apprentice
7 months ago
Contributor
CaitlinAdamsContributor

Need to Associate Multiple Document Templates with Single Service ItemSubmitted

It would be really useful to be able to associate multiple document templates with a single service item. For example, a promotion request service item may allow a requester to include changes to base salary, short-term incentive, and long-term incentive so the letter would not be the same for every request. It would be ideal if we could associate letter templates that accommodated the varies needs (e.g., base salary adjustment only, base salary plus LTI adjustment, etc.). 

3
Medic1334
7 months ago
Apprentice
joebowenApprentice

Reporting on Deactivated requesters/agentsUnder Review

How can I use Analytics to report on deactivated requesters and agents?  This is challenging my Asset Management team to identify which assets are still assigned to employees that are no longer working at the company.  The asset Used By field has the name followed by "(Deactivated)" when viewed in the console, but we can't report or export that same information and designation. 

9
Apprentice
7 months ago
AaronParker
Skilled Expert
AaronParkerSkilled Expert

More Visual Ratings for CSATFuture Consideration

I am finding the following a little restrictive and would much prefer if the colours could be associated to smiley / sad faces to make the survey more visual when received.Any ideas?

10
julia.a
7 months ago
AbominableSnowmin
Contributor
AbominableSnowminContributor

Allow Custom Fields in LocationsSubmitted

FreshService Locations do not allow custom fields today.Where it is important to maintain details about locations and not just physical location, it would be extremely helpful to be able to add custom fields here.In our use case, here are examples of Custom Fields we’d use on Locations:Add hyperlink which references various external documentation such as a sharepoint site Physical access notes (badging or check-in process, etc) Online mapping links such as google maps Group assignment (useful when there is a regional group) etc.None of the existing features provide a workaround, and it is not helpful to try to add custom fields as CI items on assets -- locations have a dedicated function in FreshService and we need to reference the Location record itself.

1
AbominableSnowmin
Contributor
7 months ago
Apprentice
dbonoApprentice

time EntrySubmitted

The ability to add time entries not tied to a change, ticket, project or release. I’d like to be able to add and account for non productive (non billable) time as well.  also the ability to add time entries to projects in the mobile app. 

0
Apprentice
7 months ago
Apprentice
ShawnKApprentice

Moving Time-Entries To TopClosed

It would be nice if we had the ability to move the time entries to the top of the side-bar as I get complaints from my agents about it being at the bottom as opposed to the top. It is just easier to be able to start and pause the time if it is right at the top by the ticket details than at the bottom.

2
Apprentice
7 months ago
CELLA
Apprentice
CELLAApprentice

Non-Recurring HolidaysSubmitted

Please update the software to allow clients to enter holidays that do not recur annually.  Changing them each year destroys the SLA data from the previous year.

0
CELLA
Apprentice
7 months ago
Skilled Expert
Cara

Users (Requesters And Agents) - Source / IntegrationSubmitted

Like other modules and features in Freshservice, it would be nice if you could see the source of how that person was created or updated and what they are linked to e.g. if Azure created them but they were also updated via a Workflow (not that this feature is available for users) or User or CSV import.  This would also be useful with an activity log for what has changed with a person that is only available for agents to view. That way we can see who changed what, when and with what on a person’s record. For proper auditing and knowing what was changed from and to.

0
Skilled Expert
7 months ago
Skilled Expert
mhallSkilled Expert

Display more than 30 tickets per pageDelivered

We deal with a high volume on tickets and it’s not practical for the owner of the tickets to have to click through several pages of their open tickets.I would like Freshworks to implement a feature where you have the option on the setting page to adjust the number of results displayed on each page ie: 30,60,100, or all. Doing so will allow the agent to prioritize the full scope of tickets they have open. This idea has been brought up several times over the years, with no ETA from Freshworks. Please like/comment if you feel this will benefit your employees.

34
Skilled Expert
7 months ago
Contributor
AlexanderPaulContributor

Asset Manager role without needing to be an adminClosed

We need to start doing asset management in our instance, but the only role that we can see to add the option for an agent to be able to import and manage assets is to give them full admin rights. Could we have some more options so that people can import and manage assets without needing to be a full admin please?

1
Leighanne
7 months ago
Skilled Expert
Cara

System - Read Only Mode for Non-AdminsSubmitted

Would be good if you could make the whole system read-only, while there are major maintenance outages or if you are not yet live and only want people to access the system for testing purposes. Otherwise, you are constantly having to going through and updating everyone’s permissions - which is not feasible to an agency as large as ours. Plus also requires us to remember to update everyone and ensuring nothing is missed.  You should be able to say, make read only - except for these groups of people and people able to toggle it off and on again if needed for set up.

0
Skilled Expert
7 months ago
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐

Custom Objects : Some ideas for maturing Custom ObjectsSubmitted

I have been working on a few projects lately. I have been using Custom Objects because they are mini-databases that I can use to help with service requests, but I noticed a few issues that make me hesitant to continue using them. Let’s look at a scenario together. Scenario #1: Informing customers of a specific product about upcoming downtimeIn this scenario (which happened IRL) - I have a product that is critical to the Law Enforcement community. I need to inform that community that the product will not be available for approximately 30 minutes. Cool. Here’s the rub though - not all of my customers use said product. So, I don’t want to send it to all my customers in my FreshService instance. I want to send it to a subset of users.I currently have a custom object with a list of customers who are on the new application. However, when I create an announcement, there’s no way to add users from a Custom Object. This brings me to request #1.Request #1 : Allow access to Custom Objects from AnnouncementsMy Custom Object has a property called “AssociatedAgency” which is a lookup field. You can see that my datasource in this instance is “Departments”, but I’m running in MSP mode - so “Departments” really equals “Companies”. This custom object contains a list of companies that are on the new software. In my announcement, if I could say use the AssociatedAgency field and send a notice to every member who is part of the AssociatedAgency, that would fulfill my request.Custom Object DefinitionBut alas, it’s not meant to be. So then, I had a brilliant idea. I would create a contact group with that same list of companies. Anybody in the company would get the announcement because that already exists within the Announcements module….but that lead me to request #2.Request #2 : Create Workflow Events for Custom ObjectsThink about this. I know need to update two different lists any time a new customer comes on board. if I don’t do that - the two will not be in sync. Here’s my thought, what if there were events that existed for Custom Objects.When a row is createdWhen a row is readWhen a row is updatedWhen a row is deletedThink about it for a minute. Think about the new power.A new row is added - Add the company to a requester group via workflow automator (if it existed) or via the APIWhen a row is updated - Modify a contact group or some other part of FreshService - lessening the number of manual steps. The more manual steps there are - the more room for mistakes exists.When a row is deleted - Imagine if a customer stopped using the software. I remove them from one list, but not another. The customer still ends up in the Contact Group because there is no syncing between the two. So, the customer is getting informed about maintenance for a product they don’t even use.These are the kinds of things I think about when I think about maturing a product. We use these products every day and there are little nuanced things like this that could make FS so much better. I can’t be alone in having these requirements. I’m trying to make FreshService our central hub for all things - but doing so requires some additional maturity of the product to make it function better and reduce the need for additional changes.

6
DanielRuff
7 months ago
Skilled Expert
Cara

Audit Log - More Options to SearchSubmitted

You should be able to refine your search even more. The fact there are only 4 options available to filter on and you cannot search a specific date and time but then are forced to click through pages to try and find the exact log you were looking for. What if the thing you were trying to find was done a month ago but you cannot select the date and are instead forced to go through hundreds of pages to get to the specific Log you were looking for.  You should be able to select a time, as well as a specific day. The date range is not sufficient and should be at the top of the list not hidden at the bottom.  You should also be able to search on All Users not just on Agents OR Requesters. What if you were looking for a change made on an account needed to know both. You would have to sift through two sets of searches.

0
Skilled Expert
7 months ago
Skilled Expert
Cara

Audit Log - Filter on ActionSubmitted

You should be able to filter on the type of action that occurred. I have a need to find out what requesters were created but I can’t and now have to filter through potentially thousands of pages to check each page individually to find the creates.

0
Skilled Expert
7 months ago
Skilled Expert
Cara

Workflow - User (Agent & Requester)Submitted

There should also be a user workflow so you can use it to update a person’s details based on certain criteria e.g. If a person was synced from M365 integration and they are supposed to be in a specific organisation or agency based on their email address, then you should be able to add a scheduled workflow to update those details.

0
Skilled Expert
7 months ago
Apprentice
David Knightley BAndSApprentice

Automation - Ticket Update - Create a New Ticket - All ticket sourcesSubmitted

Currently the automation action “Create a new ticket” does not apply when a ticket was created via New > Email, but only to source email, portal, or phone. We should be able to choose the source, including custom fields.

0
Apprentice
7 months ago
hmdani
Apprentice
hmdaniApprentice

Freshworks – Smart Customer Engagement & Workflow AutomationSubmitted

Discover how Freshworks helps modern businesses streamline customer support, automate workflows, and boost productivity. From CRM to IT service management, Freshworks provides cloud-based tools to enhance customer experience and business efficiency.Visit now for further information.

0
hmdani
Apprentice
7 months ago
MKing23
Contributor
MKing23Contributor

Reset to Default Font Button added to Canned Response EditorSubmitted

Currently, there is only remove formatting button. Would like to have both the same as you have in the email editor.Would like to be able to insert canned response quickly --browser or app-- without needing to them highlight the response and reset to default font. Sometimes you can have fonts pasted into the canned response that visually at the time look the same but indeed is not, when inserted into the email response pieces are different sizes.

0
MKing23
Contributor
7 months ago
Skilled Expert
Cara

Default Roles - Ability to EditFuture Consideration

We should be able to edit the default roles. They are a good start to what kind of access is required for each role BUT we would like the ability to be able to edit those roles to add and remove certain permissions e.g. we do not want all agents to be able to have access to all solutions permissions. This should be separated till after they have done the KCS training and also only certain access should be available to each agent or team.  Because we cannot edit it, we have to hope that no one grants access to the default roles and re-create them with similar names but with only the access we require them to have. There is no way to deactivate them either or re-name them to DO NOT USE.

4
Apprentice
7 months ago
Skilled Expert
anthony castanoSkilled Expert

Native Analytics and Lifecycle Management for Scenario ExecutionsSubmitted

The ProblemCurrently, Scenarios are a "black box" regarding individual agent adoption. As an Admin, I cannot easily see: The Training Gap: Which agents are manually performing 5+ steps that a single Scenario could handle in one click? The Permission Gap: Are agents not using Scenarios because they lack the "Execute Scenario" permission in their custom role? The Adoption Gap: Which teams/groups have successfully adopted automation vs. those still using legacy manual workflows? The Solution (The Request)We are requesting an "Agent Usage" layer within the Scenarios and Analytics modules: "Usage by Agent" Reporting: A native report in Analytics that shows a breakdown of Scenario executions per agent. This allows Admins to identify "Power Users" and those who may need additional enablement. Permission Visibility in Admin View: Within the Scenario list, a "Visibility" or "Availability" column that shows which Agent Roles or Groups currently have the rights to see/execute that specific Scenario. "Attempted but Denied" Logs: An audit log entry for when an agent tries to use a feature they don't have permissions for, helping Admins proactively fix role-access issues. In-Context Training Prompts: (Optional Suggestion) If an agent manually performs a sequence of actions that matches a saved Scenario, a subtle "Did you know?" prompt could suggest the Scenario to them. Business Value Targeted Training: Instead of broad team training, Admins can provide 1-on-1 coaching to agents with low automation usage. Security & Compliance: Easily audit who has the power to trigger complex "Bulk Action" Scenarios. Maximized ROI: Ensures the time spent by Admins building these automations actually translates into time saved by the entire service desk.  Or at the very least could we have an API for this information?

0
Skilled Expert
7 months ago
mattrosser
Apprentice
mattrosserApprentice

Canned Response Shortcut + customisable shortcutsClosed

Is it possible to make keyboard shortcuts customisable please? Or if not, can we please get a shortcut for adding canned responses when opening a note? So that I can hit ‘n’ for note and then ‘c’ for canned response. Additionally, having a different shortcut for private note and public note would also be very useful. These seem like small issues, but these suggestions would speed up my work a lot.Additionally, in the main Ticket List screen when you can see all open tickets... when you hover over each ticket it gives you the option to click a button to add a note; yet if you click it, it will then open the actual ticket. Is it not possible to change the UI slightly so that we can add a note (including canned responses) without opening the ticket itself?

2
Skilled Expert
7 months ago
Apprentice
Christian PlusmedicaApprentice

Auto Saved Draft's for New Email or New TicketsSubmitted

I noticed that as far back as seven years ago, there was a request for new outgoing emails or tickets to be automatically saved as drafts. It appears that nothing has been implemented to date. This is an important feature. So when can we expect it to be implemented?

0
Apprentice
7 months ago
spencer.barrett
Apprentice
spencer.barrettApprentice

Enable End-User Subscription to Organization Tickets in Freshdesk - Product Enhancement RequestSubmitted

When Freshdesk is configured to allow end users to view all tickets associated with their organization, those users should also have the ability to subscribe to or follow organization tickets from the end-user portal. This would give customers a way to receive updates on tickets they did not personally submit, but that are relevant to their account, team, or business operations.Today, users may be able to see all organization tickets, but they cannot easily stay informed unless they manually check the portal for updates. This creates a gap in communication and account visibility, especially for organizations where multiple stakeholders need awareness of open issues, progress updates, and resolutions.This enhancement would allow end users to subscribe to:all tickets submitted by their organization, or specific existing tickets they want to monitor.Once subscribed, users would receive notifications for meaningful ticket activity such as:new public replies status changes priority updates resolution/closure reopening of tickets other customer-facing updatesThis would create a more collaborative and transparent support experience, similar to the expectation many customers have from platforms like Zendesk.Business Use CaseMany customer accounts operate with multiple stakeholders who need visibility into support activity, not just the original ticket requester. Examples include IT teams, property operations teams, district managers, regional leaders, and shared service groups. In these cases, one person may open the ticket, but several others need to stay informed on progress and outcomes.Allowing end users to subscribe to organization tickets would help customers:stay up to date on all support issues affecting their account avoid repeatedly logging in to manually check ticket status reduce internal back-and-forth to share updates between coworkers improve coordination across teams when multiple people are impacted by the same issue maintain continuity when the original requester is unavailable or leaves the organization reduce duplicate ticket submissions caused by lack of visibility into existing open issuesOverall, this feature would improve customer transparency, collaboration, and efficiency by making it easier for organizations to monitor and respond to support activity across their full account, not just on tickets created by individual users.

0
spencer.barrett
Apprentice
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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