Skip to main content

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

Filter by idea status

Filter by product

8951 Ideas

Back to top of the list
prglobal
Apprentice
prglobalApprentice

https://reciperapture.com/best-websites-for-discovering-unique-and-easy/?preview_id=5931&preview_nonce=7d39a9dbc1&preview=trueSubmitted

Discover quick dinner ideas for busy weeknights with easy, delicious meals you can make in minutes. Find simple recipes perfect for families and everyday cooking to save time without sacrificing flavor.

0
prglobal
Apprentice
8 months ago
J_Wood
Apprentice
J_WoodApprentice

Ability to filter on Subject in FreshdeskClosed

Hi,Please can the ability to filter by Subject be added to the ‘Advanced filter’ option when filtering tickets.You can filter on other fields just not Subject.ThanksJanine

2
8 months ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Service Catalog Hierarchy - please allow more levelsFuture Consideration

Our Service Catalog is getting huge. With the introduction of Workspaces the top level is now used to select the workspace. All Workspaces are merged together in a huge messy list.Please allow us to make at least 3-4 levels of hierarchy in the Service Catalog to allow our users to navigate more precisely. Also maybe make a pre-selection of the Workspace already before entering the catalog similar to how it is in Incidents. Our current Catalog is too large to be flat: 

10
msconfig87
Top Contributor ⭐
8 months ago
David Pietrs
Skilled Expert
David PietrsSkilled Expert

Employee ID as a Default and Searchable User FieldSubmitted

Would be helpful to have an employee ID field as a default user field that is a searchable/identifiable attribute. 

1
Skilled Expert
8 months ago
Skilled Expert
Cara

Agent Roles / Admin Roles - Default for allSubmitted

It would be nice if when setting up Roles, you were able to make some Agent / Admin roles default. So that when you made someone an Agent, those roles automatically applied and were just added straight away. That way you can say that no matter what they get this type of access. 

0
Skilled Expert
8 months ago
Skilled Expert
Cara

All User - Add to their Ticket ListSubmitted

When you add an All User field to a Service Catalog Item, you should have an option to ticket to say if you want these users to have the ticket available in their requester profile also. Like Sharing the ticket with them also.  This makes auditing and customer visibility much clearer. Our issue is that we now have to go through all our forms and add in shared fields so we can easily add into the workflow that if any of these fields are used, share the ticket with them. That way for auditing and visibility, those customers are alerted that they have had a ticket logged with them in it.

0
Skilled Expert
8 months ago
Shri2627
Apprentice
Shri2627Apprentice

Include Contact Fields to Analytics ReportUnder Review

Dear Team, Currently, under Freshdesk, if you prepare any report from Analytics along with Report, the report only shows Ticket Fields options and Contact Fields options are not available.  Contact Fields option would enable us to download the dump file and work on the issues as our main point of contact is Customer mobile number.

2
Amrit Mishra
8 months ago
emmalinda1983
Apprentice
emmalinda1983Apprentice

Exploring Modern Hospital Management Systems for Better Healthcare EfficiencySubmitted

Hi everyone,I wanted to share something interesting I’ve been researching recently around hospital management systems (HMS) and how they’re transforming healthcare operations.With the increasing demand for digitization in healthcare, modern hospital management platforms now help streamline: Patient registration and appointment scheduling Electronic medical records (EMR) Billing and insurance management Inventory and pharmacy tracking Reporting and compliance Multi-location hospital coordination What stood out to me is how advanced systems today are integrating automation and analytics to reduce administrative workload and improve patient experience.I came across a comprehensive overview from a healthcare technology provider that explains how a well-designed hospital management system can improve operational efficiency, reduce errors, and enhance patient satisfaction. It gives a detailed breakdown of modules and implementation considerations.If anyone here is involved in healthcare IT or hospital operations, it might be worth exploring reputable providers that specialize specifically in hospital software solutions and offer scalable platforms.Would love to hear thoughts from others working in healthcare tech — what features do you think are most important in a modern HMS?

0
emmalinda1983
Apprentice
8 months ago
dengstrom
Contributor
dengstromContributor

Solutions - Private notesFuture Consideration

Would like a private note field in the right sidebar visible to agents when editing FreshService solutions articles. This has several applications.Leave a note to the author when flagging for review. “Please update the LDAP integration section of this article” Document changes made to the article. “1-31-2023: updated section on backing up to reflect use of Google Drive.” Document future plans for the article. “This article to be deleted at the end of the 2022-2023 school year.”Mockup 

5
harrybroke99
8 months ago
Apprentice
GPageApprentice

Canned Response Analytics within FreshServiceSubmitted

It would be helpful if within FreshService we could get analytics on canned response use.Currently it is not possible to easily track how often canned responses are used and it would be helpful if we could.

3
8 months ago
Apprentice
Drew_MApprentice

Dynamic values/placeholders for current userSubmitted

Freshservice placeholders, business rules and workflows should support the concept of “current user”. Without this, it is impossible to customize behavior based on properties of the user initiating an action. For example, email templates provide placeholders for the requester and the assigned agent, but these are just static properties of the ticket. If an agent who is not the assigned agent responds to a ticket, there’s no placeholder that can insert that agent’s name.In workflows and business rules, I can’t determine whether the user triggering a rule or workflow is also the agent or requester on the ticket, and I can’t set a field value based on a property of the current user.These limitations reduce the flexibility and customizability of Freshservice.

0
Apprentice
8 months ago
mkocen
Apprentice
mkocenApprentice

Static Variables in Knowledge Base TextSubmitted

I’m newly responsible for maintaining our knowledge base and I’ve noticed several pieces of text that are prone to changing and appear throughout the base. Product names, addresses, phone numbers, so on. It’d be great to be able to set a static variable that can be updated once and automatically change the content everywhere that variable is used. For example, lets say I set {OfficePhone}=555-1212. Everywhere I use {OfficePhone} in the Knowledge Base, it’ll display as 555-1212.  Next week, we change our number to 555-1213. Instead of updating it every page where {OfficePhone} appears, I just change {OfficePhone}=555-1213 and the pages update automatically.

0
mkocen
Apprentice
8 months ago
Apprentice
llyonsApprentice

Manual Password Reset for RequestersSubmitted

Many of our users have issues with resetting their own passwords, saying they never receive the reset email. It would be great if there was an option for an agent to push a password reset to the requester, or reset their password manually on the back end. 

0
Apprentice
8 months ago
Contributor
varezziContributor

Assign default profile picture for companyClosed

Many of our requestors don't upload profile pictures. For this reason it would be useful if we could add a profile picture per company that becomes a default image for any requesters from that company should they not have their own image. Something such as their company logo would allow for easy identification of the requestor on screens such as the ticket list where no company information is available.

16
8 months ago
Skilled Expert
dbetlowSkilled Expert

Loop over array of objectsSubmitted

The addition of loops is nice, but since it can’t loop over the requested items in a service request, we’ve resorted to using a web request.  However, there are multiple attributes of the requested item we need to manipulate in the loop, so simply being able to loop over an array of strings or numbers isn’t particularly helpful.

1
Alex Pr
8 months ago
Apprentice
beckerj6Apprentice

Allow Agents to be located in requester groups as well as agent groupsClosed

I have created several Service Catalog Items for the IT Teams daily, weekly, monthly, and quarterly tasks. It greatly reduces the amount of documentation needed when doing said tasks. I tried to create a requester group for the IT Team, however, if you are an agent, you are not able to be added to a requester group. This is an issue because I would rather not leave these Service Items as all users so that everyone in the organization can see them.  I understand the difference in permissions between the 2 and can see how it might be difficult to mix requesters and agents. It might be worth looking into at any rate. Another option would be to allow the option of Service Catalog Items to be only visible to agents or requesters. It would seem to me that this option might be easier to code than the first. Either way, it will make life much easier for our IT staff. If there is another option that I am not aware of for doing this, please let me know. I have looked at the scheduling option and it just doesn't quite fit the same. But if it is the only option, I would consider it. Thanks

1
8 months ago
mbackwater42
Top Contributor ⭐
mbackwater42Top Contributor ⭐

Edit our own Agent Roles in SandboxFuture Consideration

It would be really helpful to be able to edit my own Agent Roles in the Sandbox so I can test the effects of various new Agent Roles I build there before deploying to others.

5
8 months ago
Apprentice
JordonApprentice

How do I: see expired contracts on an asset's record page?Submitted

How can I show contacts that have expired for an asset on the asset’s contracts list? When viewing an asset record and clicking the Contracts list button, all it shows is There are no active contracts available.However, I know there is a contract for this asset because I can go Contracts > Select Contract > Assets Covered > Select Asset. but going to the Contracts link from there still shows nothing. How can I make expired contracts visible on this page? Thanks. 

1
Roxwell
8 months ago
Contributor
anders.grapeContributor

Customize conditions for email notificationsUnder Review

It would be nice to have more possibilities to customize when an email notifications should be sent or not sent.For example set conditions to send out/ skip mail notifications when ticket is closed/resolved based on all the values in ticket.fields: GroupsCategorysTypeCustom fields

5
claytonsaid
8 months ago
AlexStave
Apprentice
AlexStaveApprentice

Priority Tags - Ability to Modify NamesSubmitted

Hello! I am looking for a way to add more detail to the Priority tags on Freshdesk.  From what I can tell, there is not a way to modify the default Low/Medium/High tags. This is the use case that I have, Ideally I would like the ability for people to select a defined priority with a description. Critical: Completely inhibited from operating in a normal capacity Major: Main operations severely inhibited, but some aspects of product or system are working as expected Minor: Able to operate with modified workflows Low: Issue has little to no impact on operations  Is there a way to acheive this? 

0
AlexStave
Apprentice
8 months ago
Jessica Mell
Contributor
Jessica MellContributor

More Flexible Options for Solution Folder VisibilityUnder Review

We need more flexible options for limiting visibility of solution folders to a group of unrelated people in our company. Use case: We have a team of people spread throughout our organization (In Freshservice, this team includes both agents and requestors, some are members of workspaces and some are not) that need access to solutions within a particular folder. Since agents are considered separate from requestors in Freshservice, we can’t create a Requestor Group that includes agents who need visibility to the folder. We also can’t do a combination of Visible to a certain Requestor Group and Managed by an Agent Group because not all agents that need access to the folder are members of the workspace that manages the solutions in the folder. We also do not want to create a Workspace just to limit visibility. Some potential fixes for this could be:Allow us to add Agents to a Requestor group (that way we wouldn’t be limited by workspace agent groups and can add agents individually) Allow multiple criteria to be selected in the Visible to field where you could choose both Agent and Requestor groups Create a new option like Custom Group that would allow us more flexibility in choosing who can be placed in the group  

5
Skilled Expert
8 months ago
Skilled Expert
Cara

MI / Change Association - Link Wording Change (Confusing)Submitted

Can we please change the wording for the association on a Change to MI (Vice Versa):  This is confusing at a glance to which one is which. It should be Change caused this ticket and Change created to fix this ticket or something like that. The wording is so confusing that you have to think really hard about which is the correct one and can mean that the wrong option gets selected at times and has to be unlinked and relinked. When you are in a hurry, this is not convenient and can cause incorrect data.

0
Skilled Expert
8 months ago
Apprentice
JFrancisApprentice

Add Resolution Note using automations.Submitted

I would like to put in a feature request to Add Resolution Notes into different Automations.  We currently have some automations that auto resolve tickets, and we would like to be able to have these write to the Resolution Notes page.  Essential we want an option in the Select Action options to be "Add Resolution Note"  We would like these options in  Workflow Automator Scenario  Automations Supervisor  Rules.  

0
Apprentice
8 months ago
Skilled Expert
ggallawaySkilled Expert

Allow association to major incident FROM child incidentUnder Review

Current Issue: When a major incident is ongoing, new incidents reported and triaged by the service desk must be manually added to the major incident by opening the major incident ticket and adding child tickets. This process is cumbersome compared to the functionality for associating tickets with problems, where a simple “associate” option is available.Proposed Solution: Introduce an “Associate” option for new tickets, allowing them to be linked directly to an ongoing major incident. This feature should provide a list of open major incidents for easy selection. This enhancement would streamline the process, reducing the risk of tickets going unassociated and ensuring they receive critical updates from the major incident.Benefits:Simplifies the process of associating new incidents with major incidents. Reduces the likelihood of tickets being missed or unassociated. Ensures all relevant tickets receive timely updates and information.

2
Skilled Expert
8 months ago
ahui
Contributor
ahuiContributor

Recent Activity Filtering by Agent or Agent GroupSubmitted

The Recent Activity section in the top right can be helpful to see what activities are happening with everyone who uses the system, but it would be so much better if you could filter this Activity section by Agent or Agent Group.If I need to tell the story of what my Agent(s) are doing today, I have to rely on Date Modified timestamps on the tickets in their queue, the number of tickets they received today on a dashboard icon, number of tickets resolved today on another dashboard icon, and then reviewing the activity log of each individual ticket that the Agent worked on that day.  Sometimes I have to export the activity log into an Excel spreadsheet to really see the Agent’s activity on that ticket.  For me that’s like at least 3-5 different screens that I need to view, and a good amount of time spent exporting activity logs to put together a report and build a timeline of the Agent’s activity.  The Recent Activity would be much better if I could filter it by Agent or Agent Group.  I don’t need to see many of the Agents on other teams and it would help me save time when putting a report together on how an Agent’s time was spent on a specific day.  It would be so helpful to track where their time is being spent (or not being spent).It would also be helpful if there were time stamps and not just “hours ago” activities. 

0
ahui
Contributor
8 months ago
Show more discussion threads

Filter by product

  • All products
  • Freshservice
  • Freshservice IT Asset Management
  • FireHydrant
  • Freshdesk
  • Freshdesk Omni
  • Freshcaller
  • Freshchat
  • Freshmarketer
  • Freshsuccess
  • Freshteam
  • Freshsales
  • Freshworks Neo

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.

Terms of UseAccessibility statement