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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
Steve RohdeApprentice

Add Support for Bulk Tag Management (Tag Export and Tag Import)Closed

You can view all tags currently in your Freshdesk account from the Tags page in the Admin module; however, there’s no way to export a list of these tags.  Seems like such a glaring omission and such an easy one to remedy,When I asked Freshdesk support about exporting all tags currently in my company’s account, here’s the response I received:You could get the tag data by exporting the entire helpdesk data. Go to Admin -> Account -> Account Details >Export data > click on the Export button on this page, to receive the data. The export of the entire helpdesk data, in XML format, will be sent to your registered agent email address of this account. I tried this.  It took 13 minutes to receive the download link via email and another 1 minute to download the 65 MB ZPI file.  After unzipping, this was what I found:Unfortunately, the export does NOT contain “the entire helpdesk data.” The export includes XML files for...users (aka “contacts”), tickets, companies, groups and solutions...but not for tags.  😕So, what I ended up doing to create my list of tags was to copy each tag one by one from the Tags page in the Admin module and paste to spreadsheet.  A tedious bit of work but at least our FD account has only 41 tags. REQUEST 1 of 2 - TAG EXPORTPlease add export functionality on the Tags page in the Admin module.  Include the following:tag name tag id count of related tickets  count of related contacts count of related solutions date created created byREQUEST 2 of 2 - TAG IMPORTPlease add bulk import functionality to the Tags page in the Admin module that supports the following:create new tags update names of existing tags remove tags

1
julia.a
7 months ago
Apprentice
DonglebooApprentice

Granular Survey Response Visibility — Allow Agents to View Only Their Own Survey ResultsSubmitted

Freshservice currently lacks any mechanism to restrict survey response visibility at the agent level. The only location where the actual free‑text responses from a survey can be viewed is the ticket itself. Once an agent has permission to view survey results, the permission applies globally, meaning they can see all survey responses for all tickets, not only the tickets they handled. There is no option to limit survey visibility so that agents can only see feedback associated with their own work.Analytics is not a workaround: the Freshservice Analytics module cannot display actual free‑text survey answers. It only surfaces sentiment scores, not the written customer comments. Therefore, Analytics cannot be used to provide agents a filtered, privacy‑appropriate view of their own survey feedback. Scheduled reports or exports also do not solve the issue because they do not (and cannot) contain the free‑text responses that agents need for coaching and improvement.This creates a significant privacy and compliance gap, especially in countries like Germany, where individual performance and qualitative feedback may not be visible to all staff. Because Freshservice handles survey responses as an all‑or‑nothing permission, organizations must either:Hide survey responses completely (reducing transparency and coaching opportunities), or Expose every agent’s customer feedback to every other agent (violating privacy expectations and local regulations).Requested EnhancementIntroduce granular visibility controls for survey responses, including: Self‑Only Mode: Agents can only view survey responses on tickets they personally handled. Supervisor/Group Mode: Supervisors or group leads can see survey responses for their team only. Admin Mode: Full visibility remains available for designated roles. Optional Analytics Enhancement: Add optional visibility of free‑text response fields into Analytics with role‑based filtering. Reason for ImportanceTeams need a way to give agents access to their own survey feedback without exposing everyone’s performance data to the entire service desk. This aligns with common privacy requirements, GDPR expectations, and internal HR/works council policies.Roadmap InquiryIs there an expected timeline for providing per‑agent or per‑group visibility for survey responses? The current all‑or‑nothing approach prevents compliant, privacy‑safe usage of surveys in many regions.

0
Apprentice
7 months ago
Apprentice
DonglebooApprentice

Granular Permission Controls for Curated Reports — Limit Visibility to Specific Users/GroupsSubmitted

Dear FS team,  Freshservice currently provides only two permission states for Curated Reports:(1) Full access to all Curated Reports, or (2) No access at all.This global permission model does not allow administrators to define visibility on a per‑report basis, which is a significant limitation for organizations needing stricter data‑privacy controls.According to Freshservice’s documentation on Analytics → Curated Reports, access is currently governed under a single global permission flag (“View Ticket Reports”) tied to the analyst/agent role. Once enabled, the user automatically gains visibility into every curated ticket report in the workspace. There is no mechanism to:Make certain curated reports public for all agents Restrict sensitive curated reports to specific individuals or groups Allow agents to view only their own performance metrics but not team‑wide/cross-team data Apply group‑based or role‑based visibility rules at the report level Limit visibility of reports containing personal performance indicators (critical under EU/Germany regulations)This creates compliance and privacy challenges, especially in Germany, where individual performance data and survey responses are not intended to be visible to all users.Freshservice currently offers scheduled exports as a workaround, but this does not solve the problem:Users receiving scheduled email exports cannot view live dashboard metrics, and the workaround does not prevent visibility into other reports once global access is granted.Requested EnhancementIntroduce granular report‑level access controls for Curated Reports, allowing admins to define:Public reports → visible to all agents Restricted reports → visible only to selected users or groups Private reports → visible only to the creator or specific roles "Self-only" reports → where users see only metrics tied to their own ticket activity (similar to requester-level restrictions in other modules)This would align Curated Reports with more flexible permission models already present in other Freshservice modules (e.g., Requester/Agent group visibility, Service Catalog item restrictions, and CMDB CI permissions).Additional Need (Previous Request Reference)A similar issue exists for Survey Responses, where agents currently cannot be restricted to viewing only their own CSAT results, and Freshservice provides the same all‑or‑nothing access model. This shows a broader need for privacy-aware reporting controls.Roadmap InquiryIs there an expected timeline or official roadmap for implementing granular visibility controls for Curated Reports and Survey Response visibility?This functionality is essential for teams operating under stricter privacy regulations (Germany/EU) and for performance transparency within large IT Service Desk operations, without overexposing data.

0
Apprentice
7 months ago
Active Contributor
vrc.WilliamActive Contributor

Feature Request: Option to Customize or Disable Phone Number Format ValidationSubmitted

You have ## contacts that need your attention.We’ve started receiving the warning message:“You have X contacts that need your attention.”After investigation, we learned that this appears to be caused by the specific phone number formatting we use for our contacts. It seems that the system recently began enforcing a stricter format, possibly to align with phone integration or third-party telephony standards.Current Behavior:Our team does not use any phone integration features. We typically reference the phone number visually from the Contact Information section and dial it manually. The previous formatting was easier to read and understand at a glance. Example of easy-to-read format:(603) 123-4567 Ext. 123 Example of required (system-compliant) format:+6031234567123 While the latter is technically correct for integrations, it is much less human-friendly and harder to read.Proposed Solutions: Allow custom or multiple acceptable number formats — for instance, permit both human-readable and E.164-compliant versions. Provide an admin or user-level setting to disable or suppress this warning when phone integration is not in use. Optionally detect when phone integration is disabled and automatically relax the validation rules. Benefits: Improves readability for teams that manually dial numbers. Reduces unnecessary alerts or warnings. Provides flexibility for different use cases (integrated vs. non-integrated environments).

4
kzual
7 months ago
Contributor
jwagnerContributor

Use Custom Fields as SLA ConditionsSubmitted

Hi,It would be great to have the flexibility to use other fields, including custom fields, as conditions for SLA rules. This would allow us to tailor SLA settings more precisely to different ticket scenarios.Thanks,

2
7 months ago
daren.johnson
Apprentice
daren.johnsonApprentice

Feature requests: Select multiple users from datasource; add more conditions to sub-select All Users dropdownSubmitted

Now that looping exists in workflows, it’s time to put it to good use within Freshservice itself: administrators should have the ability to design a service request where a multi-select dropdown can reference a data source such as All Users.I have multiple service items where my clients want the ability to make access requests for multiple users in a single ticket. Right now, that’s inconvenient at best: it would require setting up a dropdown field for every user, or a textbox field where (say) email addresses would be entered line-by-line or as CSV. The first option provides input validation, but you’re effectively capped by the number of discrete fields you design, while the latter has no input validation.Multi-select dropdowns to data sources solve this elegantly. If I can pick multiple users from All Users, I can have “as many as I need” in a single field, and then I can use loop through the array within WFA to provide the access requested. The data is validated because I can only select valid users, the user information can be immediately accessed through whatever reference the array uses, and those references can be fed through the WFA loop to do the job.*Second, I’m building an account reactivation service request for a client. Currently the only condition options to sub-select All Users in a dropdown are Department and Location. It would be very useful to have the ability to define “Is Deactivated” as one of many additional useful conditions for filtering All Users. Some others I can imagine being useful: Is VIP; Is a member of a group; Title includes; email address includes; Tags includes; and Reporting Manager includes. You could do a lot here!

0
daren.johnson
Apprentice
7 months ago
benmsykes
Apprentice
benmsykesApprentice

Custom "Sort By" Column OrderFuture Consideration

Currently we’re able to sort by a Column in either Ascending or Descending order. However, due to the naming of some of the default statuses, we’re unable to create an order that matches what I’d like.I want newly created “Open” tickets at the top, tickets I am working on “Working” next, then a custom field we have “Escalated”, then Pending, Resolved and Closed.This doesn’t match the options I have available, can we create a custom order (preferred), or rename default statuses with numbers to allow the Ascending/Descending to be configured as I’d like?

4
JEM
Contributor
7 months ago
JEM
Contributor
JEMContributor

Allow Contract Type Editing While in Draft StatusSubmitted

I can’t be the only one running into this limitation.While implementing Freshservice for contract management, I created several contracts in Draft status and later realized I needed to introduce an additional contract type. At that point, I discovered there is no way to update the Contract Type on existing draft records.This creates unnecessary rework. In my case, I had to recreate nearly half of the contracts I had already entered—time that could have been avoided if draft records were editable as expected.Suggested improvement:Allow the Contract Type field to be editable while the contract is in Draft status.If others have encountered this, please upvote to help prioritize this enhancement.Thank you,

0
JEM
Contributor
7 months ago
Apprentice
HelenaRApprentice

Make impacted services requiredSubmitted

It would be great if it was possible to make it mandatory that an impacted service was linked like you can do now with the associations 

0
Apprentice
7 months ago
Apprentice
HelenaRApprentice

Account Admin assume role of an adminSubmitted

We often experience a need for an account admin to assume the account of a person that has the regular admin role, which is not possible at the moment 

0
Apprentice
7 months ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Add custom/Global Placeholder capabilitySubmitted

As we continue to evolve our automator configurations I realized that values must be hard coded for endpoints, etc. It would be nice to have a custom placeholder that is available in the GUI.  For example:I have multiple automators that are hitting companyname.com on an API hit. Company is changing all of their endpoints from V1 to V2. I have to go through and try finding all automators that use this API endpoint and update the endpoint location.If I had a custom placeholder table of values or similar, I could find a single value and update it, then the automators would automatically have the new/updated value on next run. This is just one use case, but this could be expanded out to shared folder locations, etc etc and allow for substantially reduced overhead as companies evolve both internally and with their partners.

3
Daniel Söderlund
7 months ago
Apprentice
mkoluchApprentice

One button to save properties and a noteSubmitted

We are interested in a per workspace feature (turn on/off per workspace) that would allow an agent to make edits on a ticket in properties, add a note, and have one “save” button. This eliminates the need to make property change and save, then go add a note and save. With the new feature, the agent would make all changes (properties and add note or resolution) and save 1x.

0
Apprentice
7 months ago
Skilled Expert
Cara

Status Page - Notification MethodSubmitted

People should be able to choose what method they are advised that a Service has an outage or maintenance period e.g. email, application, teams...

0
Skilled Expert
7 months ago
Skilled Expert
Cara

Status Page - Auto-add Users (e.g. Requester Groups)Submitted

Why is it that everything is manual in the Status Page?  You should be able to say to import certain Requester Groups or Agent Groups or people with specific attributes into the Status Page to be visible for them and then they themselves can choose which services to subscribe to. Thus preventing everyone from accessing every status page so you can customise who sees what, when. They should also be able to choose how they get notified. Whether they select via email or application or teams...

0
Skilled Expert
7 months ago
Skilled Expert
Cara

Status Page - Active / DisableSubmitted

Why cannot you not deactivate Status Pages? I do not want to delete a Status Page but hide it so it is not able to be used and would be beneficial if you could have Status Pages that you were able to turn off and on. Especially when you are still drafting it. I know you can add and remove subscribers from the status page but the ability to also hide it from the agents and being able to be selected when creating a status page. This does not appear to be a feature and when created is automatically available for the agents to select.  I have created a bunch and am still in the process of customising it but it is automatically available for teams to select. Which means they can and creates confusion. I have not even decided if I even want to use them and they are there but if I delete them, they are gone. 

0
Skilled Expert
7 months ago
Apprentice
jcleathApprentice

Add Suggestions to Ticket HistorySubmitted

If a suggestion is sent to a person as a response to submitting a ticket, I would like those suggestions to be recorded with the history of the communications between the system and the user.   Otherwise I have no idea of what links to articles are working as suggestions to user inquiries.Also, when I respond to the user I will know what solutions have already been suggested to the user.

0
Apprentice
7 months ago
Skilled Expert
Jack_CSkilled Expert

Update Options for Scheduled Workflow Condition "Ticket Fields.Hours since ticket overdue"Submitted

In scheduled ticket workflows, one of the condition choices is the number of hours since the ticket was overdue. The issue I see is when I choose that condition, the options are:If you’re going to call the condition “Hours since ticket overdue” there should be an option to specify a number of hours, but there is not. All Relative values are based on a number of days, and all options after choosing an Absolute/Dynamic value are: None of these are helpful because they are either dates, or existing placeholder values, not an amount of time. There needs to be the ability to put in an integer, for a condition like “1 hour since ticket was overdue”.

0
Skilled Expert
7 months ago
AutomatedDuck
Skilled Expert
AutomatedDuckSkilled Expert

Custom Email Marker RulesSubmitted

Allow users to customize the rules that are used for threading emails into tickets. We have a scenario where a reply or forward is sent to a distribution list, but the person who replies is in our org, but is not the requester and is not in the CC lists. Their response creates a new ticket because it fails the existing requester marker check even though the ticket ID is correctly formatted in the subject.It would be nice to have more control over the threading behavior by creating custom rules or overriding the existing rules.

0
AutomatedDuck
Skilled Expert
7 months ago
Apprentice
KatharinaApprentice

Freshdesk: Make tickets visible in portal for customer's colleagues in CCFuture Consideration

We would like to use the portal for our customers. However, we just found out that it is not possible for our customers to see the created tickets of their colleagues where they are on cc. The functionality to enable a contact to see all tickets from their company in general does not make sense for us. We are providing more than 20 products for very different stakeholders and big customers have several project teams, using several of our products but don't have any shared work together. For example one team in the company is dealing with startups, the other one with patents and the other one collects input from the employees.So they would see tickets in their portal that are totally irrelevant for them. 

5
7 months ago
Skilled Expert
Cara

Forgotten User - Remove from Requester GroupsSubmitted

Why is it when you forget a user (in some cases accounts get imported that should never have been in the system e.g. Shared Mailboxes) it stays in the Requester Group as Forgotten user. When an account is forgotten, it should disassociate from some things. Makes sense to keep it linked to a ticket as Forgotten User but everything else or a way to clear them from certain things would be a lovely feature. Otherwise, you could potentially (in our case) end up with hundreds of forgotten users in a requester group.

0
Skilled Expert
7 months ago
kirkvanslyke
Contributor
kirkvanslykeContributor

PO Module - Ability to add to product catalog directly from the PO formFuture Consideration

When filling out a PO form, often times the product being ordered may not be in the product catalog. Having a way to do that directly from the PO form with the ability to then choose that new product while creating the PO would be extremely helpful. Currently, when that is needed, you have to cancel out of creating the PO, edit the product catalog (assuming the user has that permission) and then return to creating the PO in order to reference the product in the PO.

2
hayl654
7 months ago
Contributor
kevinl-stcuContributor

Drag and Drop Attachments for RequestersUnder Review

Currently only agents can drag and drop files in the attachment box for service requests and incidents in FreshService. It would be nice if that functionality were available through the Requester Portal as well.

5
7 months ago
OG Bobby Johnson
Skilled Expert
OG Bobby JohnsonSkilled Expert

Add Agents to Roles from Global Settings > RolesSubmitted

Currently if we have a new role where we need to add 50 agents to, the only way we can achieve this today is to go to ALL 50 agents and apply the role 1 by 1. There is no mass way of doing this which is extremely odd to me.Please add ability to do this as soon as possible, this would be a huge time saver for companies that use granular permissions as all companies should. By not having this makes admin jobs an absolute nightmare and makes admins give up, and in return comes poor security.  

2
OG Bobby Johnson
Skilled Expert
7 months ago
Simon from Pymble
Top Contributor ⭐
Simon from PymbleTop Contributor ⭐

Allow agent to choose the board view columnsFuture Consideration

Some of our people love the board view as it helps visual people work better than a list. Currently the board has all the cards in columns by status. This is ok, but for supervisors and some collaborative teams, we would like the columns to be by agent. And others by category.  Allowing the agent to choose the primary sorting/column method would provide lots more flexibility. Thanks.

1
Simon from Pymble
Top Contributor ⭐
7 months ago
Skilled Expert
Cara

Service Item - Add Multiple (Bundled)Submitted

When bundling items, it would be good if you could turn on that they are able to submit more than one of the same item in the bundled form. For example, we have a Distribution List form. For Auditing, we have one Distribution List group per form that they can log access to so bundling it would mean to update one distribution list they would have to log it but then go out and log yet another.  If in the bundling you could say, I need 2 or more of these - they could update multiple DLs on the same bundle. Meaning they could say I want a bunch of people removed from this Distribution list but then added to all these ones instead. That way they are all linked in the bundling and processed under the same form but all going to the right place and all on separate forms for auditing.

0
Skilled Expert
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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