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Ideas portal FAQ

Find, vote on and share ideas for Freshworks products. Here is how it works and what happens next.

1. Idea stages and what they mean

Every idea has a status. It shows where the idea is today.

How does an idea move from submitted to delivered?
  1. Submitted
  2. Under review
  3. Planned
  4. In development
  5. Delivered

Not every idea makes it to the end. Some stay open for votes as Future consideration. Others are Closed.

You get an email each time the status of an idea you posted, voted on or subscribed to changes.

What does each status mean?
Submitted
We received the idea. It is open for votes and comments.
Under review
Product is looking at the idea.
Planned
The idea is on the roadmap. We have not started building it yet.
In development
Our teams are building it. We expect to release it within 12 months.
Delivered
The idea is live in the product.
Future consideration
We are not planning it now, but it stays open. Votes help us see if demand grows.
Closed
We are not taking this idea forward. See "Why was my idea closed?" below.
Does Planned mean a release date?

No. Planned means the idea is on the roadmap. Timing can change as priorities change. We update the status when work starts and when the idea ships.

2. The basics: from your idea to our answer

Six questions most people ask before they post.

What is an idea?

An idea is a request for a feature or improvement that is not in the product today.

Something broken? That is a bug. Please contact Support so they can help you.

Should I search before I post?

Yes. If a similar idea exists, vote and comment on it instead of adding a new one. Duplicate ideas split the votes, so no single idea shows how many people want it.

How do I submit an idea?
  1. Search. Choose Submit an idea and type a title. Similar ideas appear. Vote on one if it matches.
  2. Describe. Tell us the task you are trying to do and what gets in your way today.
  3. Add context. Pick the product area and tell us how much this affects your team. Add a screenshot if it helps.
  4. Submit. Your idea shows as Submitted.
How will I hear back?

You get an email when the status of your idea changes. To follow an idea you did not post, subscribe to it.

Why was my idea closed?

An idea can be closed for one of these reasons:

  • Merged. A similar idea exists. Your votes move to it.
  • Bug. It is something to fix, not a new request. Contact Support for help.
  • Retired. It no longer fits the product.
  • Already available. The product can do this today.
  • Not planned. We have no plans to build it.

Closed ideas stay searchable, so you can still read the comments.

3. Find ideas and share your thoughts

The quickest way to make an impact is to back an idea that already exists.

How do I find an existing idea?
  • Use the search bar on the Ideas page. Try two or three keywords.
  • Filter by product, so you only see ideas for the product you use.
  • Filter by status to see what is Planned or In development.
  • Sort by votes to see the most requested ideas first.
How do I vote on an idea?

Open the idea and select the vote button. Voting shows us which ideas matter to you. You need to be signed in to vote.

How do I add a comment?

Open the idea and add your comment. The most useful comments say:

  • What you are trying to do.
  • What stops you today.
  • How you work around it, if you do.

"I agree" helps less than a short example from your own work.

How do I follow an idea?

Select Subscribe on the idea. You get an email when the status changes or when someone replies.

I could not find my idea. What now?

Submit a new one. Use a clear title and describe the problem, not only the solution. Then we can see what you need, even if there is more than one way to solve it.

Have a bug or a question about how a feature works? Contact Support instead.

Ideas Status Pipeline

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8951 Ideas

Back to top of the list
Jamie0
Apprentice
Jamie0Apprentice

Improvements to stop agents being logged out every 2 weeksSubmitted

When an agent is logged in for about 2 weeks/14 days, they are logged out.This often happens in the middle of composing a reply to a ticket, and any draft that has been saved, gets lost. This is frustrating especially if the response is long and detailed, contains screenshots, etc. Most web applications that use OAuth2 use a “refresh” token which is renewed/extended behind-the-scenes, and thus - so long as the agent is active, say, once a week, the login is persistent.Can Freshdesk implement the same? 

0
Jamie0
Apprentice
8 months ago
Jessica Mell
Contributor
Jessica MellContributor

Unpublished Status for Solution Articles - For Past Review Date and Archived ArticlesSubmitted

We are having a hard time managing one “Draft” bucket for solution articles. It is not possible to determine the true state of draft articles - whether they are actively being worked on for future publication vs. which articles were put automatically in Draft status because they are past their review date. We would like to see another status category of Unpublished where articles past their review date automatically go. Authors would also be able to choose Unpublished as the status for any articles that they want to temporarily or permenantly “archive” and make unsearchable.

7
Skilled Expert
8 months ago
Skilled Expert
Cara

Service Item - Link Article About the Form / Link Form to ArticleSubmitted

There should be a way to link an article to a Service Item. That way, if you create an article to explain a form in more detail (like an Incident) the article shows up on the right hand panel for the customer to see so they are able to clearly see there is a related article for the form. It should be expandable / able to be opened in a different tab. If it is expandable, it means the customer can look at it side by side with the form and be able to follow along while submitting the form.This could also be used to share useful links for the form and allow a clearer instructions for customers. But same goes the other way. You should be able to link a form to an article so that if a customer looks up and finds a published to the portal form then it can be linked and create a cyclical link form available from the article and article available from the form.

0
Skilled Expert
8 months ago
Skilled Expert
Cara

Solutions - Reset FeedbackFuture Consideration

At the moment, when someone marks an article with thumbs up or down - it is then reviewed and updated. The person who marked it as thumbs up or down can no longer give feedback on that article again. There is no way to reset it for them to again give feedback. Only way is to reset the analytics too, which we do not want to do because it removes all the reporting for that article.  Can we please have it so that when the article is reviewed it then resets the person to be able to give feedback again?

1
Skilled Expert
8 months ago
Skilled Expert
Cara

Popular Items - Pin Items or Manual AddSubmitted

The ability to pin items to the top of each section or manually add forms to the Popular Items section, would be highly beneficial. Sometimes the ability to pin forms to the top instead of making it alphabetical / in order of creation is very highly desirable.  We often have people log the incorrect forms because they just try and find the first form that looks right instead of looking for the right form. So we like to have the common forms pinned to the top. At the moment this means adding a space to the front of the form so it re-orders to the front but this is not good practise. Or even having the ability to re-order the items into whatever order you needed it to fall into.  Also, being able to have Popular Items to show manually picked items instead of what forms are currently being used a lot. This while it can be beneficial, sometimes having specific forms there always is easier because we may have a new system come into the agency that is only currently being used a lot but that customers are used to seeing specific forms there and makes it faster to find so would be easier if we had some form of control over this as well, would be nice.

2
Skilled Expert
8 months ago
Skilled Expert
Cara

Status Page - Select Publish to MultipleSubmitted

You should be able to from the Major Incident, Change or Releases to be able to add the same message to multiple status pages and not have to do them individually. What if you want to write the exact same thing onto all the Status Pages? At the moment you have to write it out individually. We have (at the moment) 5 status pages and if something affects all those areas then we have to write the message out 5 times to add it to 5 separate status pages or work out a way we can do it via Power Automate so that it does it outside of the system. Otherwise it is wasting time having to go through each individual one separately. The message page should be displayed first and then you select which Status Page to Publish it to and it be a multiselect.

0
Skilled Expert
8 months ago
Skilled Expert
Cara

Task Status - Edit / UpdateSubmitted

Can we have a custom status for a task? : Freshservice Support At the moment it does not appear we can edit, create or delete option for Task Status. This would be beneficial because our agents are not used to the term blocked and we would like to be able to update this to rejected for clearer understanding of what the status is doing. Otherwise, this may get misused and does not have clear parameters as to when to select what status.

2
Skilled Expert
8 months ago
Apprentice
JBNApprentice

Approver groupsSubmitted

Whenever a service request requires an additional layer of approval, having predefined approver groups would be immensely beneficial.As a temporary workaround, we are currently using requester groups that we label with a specific prefix.However, for the sake of clarity, structure, and long‑term maintainability, dedicated approver groups would be a far more elegant and effective solution.

1
kpatterson
8 months ago
achoy
Apprentice
achoyApprentice

Disable/Hide Default Asset FieldsUnder Review

Add the ability to disable or hide fields from use for asset types in which they are default. (For example, be able to hide the “Last login by” field from Computer fields.)Presently, there are a good number of fields with a good number of asset types that are inapplicable for our organization and it would be nice to be able to hide the fields to keep asset entries neat and tidy. At the moment the only workaround is to completely recreate the entirety of an asset type and all of its sub-types, which is unideal.

2
8 months ago
Skilled Expert
Cara

Change - Link Another Change as a Child / ParentSubmitted

Ability to link a change to a change as either a child or parent. In some instances we would need to link a change with a change but there is no ability to do so in the system.  Our Change Management team has requested this feature be implemented because “The purpose of this was to indicate a child and parent relation between the two changes”. This helps with auditing and mapping out similar changes / related changes.

0
Skilled Expert
8 months ago
mbackwater42
Top Contributor ⭐
mbackwater42Top Contributor ⭐

Export custom fields with ticket dataFuture Consideration

We found the universal “Category” field to be too limiting when using multiple Workspaces, so we built our own custom Fields as an alternate Category system in each Workspace (labeled “IT Request”, “HR Request”, etc., w/ subcategories and items underneath). Today I was going to export some ticket data and noticed that these custom fields do not show up in the export options.  I would really like to be able to do some analysis on our custom categories, and this will be next to impossible without being able to export this data. If this functionality can be added please do so. Thanks!

1
mbackwater42
Top Contributor ⭐
8 months ago
Apprentice
Sara LindmarkApprentice

The possibility to save the sorting in the overview panelSubmitted

Picture from the featureWe really like this feature, but we’re wondering if it’s possible to save the sorting in the overview panel shown on the left when a case is open.Right now, it resets every time you go back to the queue or refresh the page.

0
Apprentice
8 months ago
Skilled Expert
Cara

Support Portal / Tickets - Search All FieldsSubmitted

You should be able to search all the fields within a ticket and not just on the title itself. When customer’s are looking for their tickets, they are often looking for something specific. They should be able to search a person’s name or an email address or free text fields for information within those tickets instead of just searching on the tickets title. It makes finding the ticket they require a bit more difficult. Either that OR have a separate search field appear in the ticket section as well that has an advance search, where you can search on the ticket type and then the different fields within that form appear for the customer to search on. That way you are giving them the ability to find their tickets on their own, instead of searching through all their tickets to find the one they need. We have admin staff that log tickets for every region and can have hundreds of tickets in their Support Portal. Being able to find the one they need can be quite tedious and then require them to call the Service Centre to save on time. If we can give the customer’s the ability to search on these fields by themselves, then this saves our Service Centre time and the customer.

0
Skilled Expert
8 months ago
Active Contributor
bfishActive Contributor

Approvals should not fail if a user responds using an email aliasFuture Consideration

Many of our users, in their email settings, use a default send-as email address that is different from their primary email address (which is used by Freshservice).  When these users receive an approval request, they often forget or don’t know to change their from: address to match the address to which the approval was sent. This results in the helpdesk responding "you do not have permission to approve”.I would like the system to be smart enough to accept the response from a secondary email address that is associated with a user.

2
8 months ago
Skilled Expert
Cara

Document Templates and Signatures - Allow PDFsSubmitted

We have agency Forms that are locked down so only certain fields can be updated.  It would be amazing if we could add these to the Document Templates and Signatures and map the fields in the form to this document. As some of these forms are required to have ‘wet signatures’ but if the customer can fill out most of the form or even e-signature sign with a signature pad, this would make this process much easier for the customer and we can automatically forward the form to the right team instead of asking the customer to email a particular team with the information.  We can also make the fields mandatory so that nothing gets missed and the team does not need to go back to the customer saying they missed a section.

0
Skilled Expert
8 months ago
FunkyFritter
Apprentice
FunkyFritterApprentice

FreshService Contracts IdeaSubmitted

It would be nice if a payment method field could be added to the contracts sections of FreshService. Or even better would be to allow customers to create custom fields. 

0
FunkyFritter
Apprentice
8 months ago
christian.mentor
Skilled Expert
christian.mentorSkilled Expert

More Conditions to limit "All Users" Data SourceFuture Consideration

When creating a Service Request item, the All Users data source in dropdown menus (e.g. the Requested for field) only allows you to limit the list of All Users to just one Department and/or just one Location — that’s it.In it’s current iteration, limiting the visibility of a Service Item is negated when someone who can access a item submits a request for someone who should not be able to.  

2
8 months ago
Top Contributor ⭐
Nav_inTop Contributor ⭐

Approvals tab under global search/ requester profileSubmitted

Hey, so it’d be really useful if we can have “Approvals” tab under the requester/contact profile since in several cases most directors (generally higher ups) are in the portal as “requesters” and not as agents and we need to check if they’ve approved the tickets or not. It’ll also be useful to check on which tickets have been approved by them in the past.(or)If we can have “approvals” tab under global search, it’ll help an agent easily navigate and check if there are any pending approvals or what all requests have been approved by a user (or)If we can have “approvals” as an additional filter option under the tickets tab filter when we search for a user:Not entirely sure if there is a simple workaround for this use case. If any, please do let me know!

0
Top Contributor ⭐
8 months ago
Skilled Expert
Cara

Closed Status - Add Note Section HiddenSubmitted

You should have the option to hide the notes section if a ticket is closed. That way customer’s cannot add a note that could potentially go missed. This could potentially also have the Service Centre’s contact details and or a link back to re-log a ticket if it was closed incorrectly.  Adding a note to an already closed ticket could run the risk of it being missed, not processed, re-opened when the ticket was rejected by the line manager or by a teams / group approval and is not advisable. It was rejected for a reason and the customer should be logging a new request with the details required.

0
Skilled Expert
8 months ago
kzual
Contributor
kzualContributor

Please stop forcing strict format in the contact phone number fieldSubmitted

So a little while back Freshdesk started enforcing a strict format in the contact’s phone number field, which does not allow space, letters or special characters. This is very harmful when it comes to adding phone extension numbers which are still pretty widespread everywhere. Please remove that forced format asap.

0
kzual
Contributor
8 months ago
Daniel Söderlund
Top Contributor ⭐
Daniel SöderlundTop Contributor ⭐

Create incident, change , request from action nodeUnder Review

Hello, To start of most of the text is rewritten using google bard. This is just one use case of many that could benefit of having creation of tickets in the action node.  Today, I need to use the API to generate a new ticket as part of a workflow automation (WFA). While it's straightforward for those familiar with the API, it poses a challenge for customers who will maintain the automations. Use Case: Streamline Certificate Renewals with Automated Ticket CreationProblem:Managing and renewing digital certificates can be a tedious and time-consuming task, especially for organizations with numerous services that rely on these certificates. Manually tracking renewal dates and initiating renewal processes can lead to missed deadlines, potential service disruptions, and security vulnerabilities.Solution:Implement a workflow automation (WFA) that leverages the API to generate new tickets whenever a certificate's renewal date approaches. This automation eliminates the need for manual intervention and ensures that certificate renewals are handled proactively.Implementation: Identify Service Certificates: Gather and categorize all the digital certificates used across your organization's services. Create Asset Type Field: Define a custom asset type field to store the renewal date for each certificate. This field will serve as the basis for the WFA's renewal check. Establish Scheduled WFA: Configure a scheduled WFA to periodically scan the assets and identify certificates with a renewal date within 30 days. Generate Change Requests: Upon detecting these certificates, the WFA should automatically generate change requests, attaching the corresponding assets. These change requests can then be routed to relevant teams for timely renewal actions. Benefits: Proactive Renewals: Eliminate the risk of missed deadlines and ensure timely renewals. Automated Ticket Creation: Reduce manual effort and streamline the renewal process. Centralized Management: Gain visibility into all certificates and their renewal status. Certificate Traceability: Associate certificates with the associated services for efficient incident identification and resolution. By implementing this WFA, organizations can effectively manage their digital certificates, ensuring seamless renewals, minimizing potential disruptions, and enhancing overall security posture.  

15
8 months ago
Skilled Expert
Cara

All User Data Fields - Add to Non-Requester Ticket List (Collate) for AuditingSubmitted

If a customer has had a ticket Shared with them, this should also show up in their profiles under tickets so agents know which tickets have been shared with the customer. This is better for auditing so we know that a customer has been involved in a ticket. OR having the ability to have multiple Requesters on a ticket would be much more beneficial. We need to have a clear idea of who got what access when and not having these tickets appear in each requesters profile makes it much more difficult. It also means we then have to go through and sift through all the tickets trying to find the one in question.  If a person has been added to any fields in the system, this should collate on their profile in some way so that as Agents we are clear as to which tickets name the customer in it, regardless if they are the requester or not.

0
Skilled Expert
8 months ago
Apprentice
MikeJohnsonApprentice

Schedule time frames for push notifications in mobile appSubmitted

Our team includes Agents that are hourly staff, but would like to be able to use the mobile app anyway. We would like the ability to set a schedule for notifications so push notifications will only trigger when they are on shift (Monday through Friday 7:30 to 6:30 in our case). Obviously, we can tell people not to load it on their personal device so they are not bothered outside of working hours, but having the option for quick notices is very helpful as we are all working on multiple items at once during our shift.

1
boothcoolapk
8 months ago
waillaim
Apprentice
waillaimApprentice

Company Setup in Dubai: A Step-by-Step Guide for EntrepreneursSubmitted

Dubai has rapidly become one of the most attractive business destinations globally, drawing entrepreneurs and investors from around the world. With its strategic location, advanced infrastructure, and business-friendly regulations, the city provides a thriving environment for start-ups, SMEs, and multinational companies. Establishing a business in Dubai requires careful planning, understanding local laws, and choosing the right business structure.Why Choose Dubai for BusinessDubai’s economy is highly diversified, with thriving sectors such as trade, tourism, logistics, real estate, finance, and technology. The city offers numerous incentives for businesses, including zero personal and corporate income tax in most free zones, full foreign ownership, and simplified licensing procedures. These benefits make company setup in Dubai a strategic choice for entrepreneurs looking to expand regionally or internationally. Its prime geographic location also provides easy access to markets across the Middle East, Africa, and Asia.Types of Business StructuresThe first step in company setup in Dubai is selecting the type of business activity, which determines the legal structure and licensing requirements. Entrepreneurs can choose from: Mainland Companies – Allow direct access to the UAE local market but may require a local sponsor. Free Zone Companies – Offer 100% foreign ownership, tax benefits, and simplified procedures but typically operate within the zone or internationally. Offshore Companies – Ideal for asset holding, international trade, and global business operations. Steps to Set Up a CompanyOnce the business type is decided, the setup process involves registering a company name, obtaining the necessary licenses, preparing legal documents, and opening a corporate bank account. Compliance with regulatory authorities, such as the Department of Economic Development (DED) and relevant free zone authorities, is essential for smooth operations.Benefits of Professional Advisory ServicesEngaging professional advisory services can simplify company setup in Dubai. Experts assist with licensing, legal documentation, visa processing, office setup, and ongoing regulatory compliance. They also provide strategic guidance on choosing the right business structure and location, helping businesses avoid common challenges and save time and resources.ConclusionDubai’s investor-friendly policies, strong regulatory framework, and global connectivity make it an ideal hub for businesses of all sizes. By leveraging professional guidance, entrepreneurs can ensure a smooth company setup process, focus on growth, and take full advantage of one of the world’s most dynamic business environments.

0
waillaim
Apprentice
8 months ago
Rendell G
Apprentice
Rendell GApprentice

Feature Request: Display Solution IDs in Freshservice UISubmitted

Freshservice currently does not surface solution identifiers (solution IDs) in the UI in the same way tickets are labeled with formats like INC‑### or SR‑###.Would it be possible to add visible solution numbers to the interface?Having a unique, easily referenceable solution ID would be extremely helpful for internal teams when discussing, tracking, and referencing known fixes. While I understand that some organizations may use solution in a customer‑facing context, in our environment solutions are used strictly internally to support incident and request resolution.Ideally, this could be implemented as a configurable option—allowing organizations to enable or disable the visibility of solution IDs based on their needs.

0
Rendell G
Apprentice
8 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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