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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
crux_jason
Contributor
crux_jasonContributor

Ability to add "Requestors", "Departments" and "Locations" as Custom FieldsFuture Consideration

Only a few months into Fresh Service after migrating from Jira (Tickets), Sharepoint for Asset Management.Constantly being frustrated by the fact I can’t add Requestors, Departments or Locations as custom fields,For example, we are using “contracts’ to manage mobile plans, in most cases you can link the mobile plan to a Mobile Phone Asset which has the Requestor, Department and Location fields, HOWEVER we have a handful of mobile plans which are assigned to a personal asset which are not in Fresh service, our current workaround/fix is to use a text field and type the Location/Requestor/Department in. This is a probably across several different objects/lists.Hav​ing frustrations with not being able to add custom fields to “Locations” for example and then also not being able to pull requestor fields into assets/tickets etc (for example asset used by person x should have their department pulled across) but i will put separate ideas in/contribute to other existing​​​​​​Maybe we’re going around the wrong way of using Freshservice? 

2
8 months ago
mbackwater42
Top Contributor ⭐
mbackwater42Top Contributor ⭐

Workflows for Project tasks!Submitted

We set up Workflows to remind users of Tickets that need to be worked based on the last time the ticket got updated. We would love to set up the same for reminders for Project tasks based on Start/End/Due dates if possible. Thanks!

0
mbackwater42
Top Contributor ⭐
8 months ago
Contributor
bambornContributor

Set task due dates based on fields in ticket or service catalog itemClosed

When creating rules to automatically add tasks, the due date of the task often needs to match a date field on the ticket itself. For example, if an employee termination date is effective on the 5th, the task is due on the 5th. There is no way for the system to know how many days from the time the request is entered that is, so right now the due date is arbitrary.This goes along with the feature request to allow a service catalog item to be selected and filled out after a ticket has been created. If it comes via email, there needs to be a way to convert it to the appropriate catalog item (and form)

14
volcanicdove
8 months ago
Apprentice
rehtseApprentice

View and Export Reports without Edit CapabilitiesSubmitted

We would like to have agents be able to export reports (and its related underlying data), but not edit them. Is there a way for us to allow users to view and export rather than edit and export? Access analyticsView View and export (possibility for a new option?) Edit Edit and export

0
Apprentice
8 months ago
Active Contributor
rainmakers99Active Contributor

Add a Marketplace app to get HP warranty informationSubmitted

Create a marketplace app that would get HP warranty information for assets like the Dell tool.  It appears forPCs (Laptops, Desktops, Workstations, Gaming PCs, Chromebooks) Peripherals (Monitors, Mice, Keyboards, Headsets, etc.) Printers (LaserJet, InkJet, All-in-Ones, A3, etc.) Scanners (ScanJet scanners, Digital Senders) HP offers a solution  https://developers.hp.com/hp-warranty-api It appears there is already support via Device42, but to have an option for customers without that addon.

0
Active Contributor
8 months ago
Apprentice
Jacob C.Apprentice

improve search results when searching ticketsSubmitted

When I'm viewing my tickets (https://nbgsupport.nucor.com/support/tickets) and want to search them, the results appear to be sorted randomly. Please implement controls to sort them the same way the "all tickets" list can be sorted. See attached image. 

0
Apprentice
8 months ago
Simon from Pymble
Top Contributor ⭐
Simon from PymbleTop Contributor ⭐

Hiding the Agent and Approval status on the requester portalSubmitted

I don’t recall this being the case in the past, but we are now aware that requesters can see the Agent their ticket is assigned to. This is not appropriate for some of our business teams as they may have a shared responsibility or we might be using outsourced agents.A bigger issue though is that requesters can also see the approval status including the person who is doing the approval. We recently had a person point out that “I can see my request was declined for reasons ABCXYZ by Jane Doe and we disagree etc etc”. This is the kind of thing I mean: Fresh needs to provide an option for the workspace admins so that we can choose whether these are visible or not. One of our clever techs has added this code to our custom style sheet and it has successfully hidden the approvals window.  .ticket-show-container .ticket-show-body .ticket-show-right-pane .item-approval-details { display: none !important} 

2
Simon from Pymble
Top Contributor ⭐
8 months ago
Skilled Expert
Cara

Wild Card SearchUnder Review

It appears there is no available option to wildcard search and simply requires the customer to know what they are looking for. This is not ideal as our customer often do not know what to look for and without a list or guidance we will get complaints from our client base as this is currently a functionality in our previous ITSM tool and will be what they are expecting.You can't use *, %, etc. to search and relies on you knowing the exact information that you're looking for. This is a basic feature that is available in a lot of ITSM tools and would make searchability infinitely easier and better for customer experience. Can this please be looked into with urgency? It appears this issue was raised 9 years ago but has not been addressed and the ticket has been closed:Wildcard Searching | Freshworks CommunityAnd again 6 years ago but again closed:Advanced Global Search and Asset View Search for Assets | Freshworks Community

6
Skilled Expert
8 months ago
Contributor
jwagnerContributor

Remove/Make optional the default SLA.Submitted

Hi,We have some cases where tickets should not have an SLA assigned, but the default SLA from Freshdesk is still applied.It would be great if this default SLA could be removed or made optional, so we can manage SLA settings more flexibly and ensure they only apply where appropriate.Thanks,

7
Contributor
8 months ago
Skilled Expert
Cara

Test Requester - HideSubmitted

Having the ability to create a test requester that is not able to be seen or assigned tickets by other requesters themselves and only utilised for testing purposes would be highly beneficial. Meaning that tickets could be logged in the prod environment and recorded against those test accounts for tracking and then once testing is done, those tickets be deleted. Also means that customers cannot log a ticket accidentally against a non-person.

1
Skilled Expert
8 months ago
Zec Lawson
Contributor
Zec LawsonContributor

Adding "Placeholder" (dynamic fields) to Ticket Task Custom Fields within the workflow AutomatorSubmitted

Introduce the ability to add dynamic content to custom fields in Ticket Tasks within the Workflow Automator for both Tickets and Tasks. This feature would complement the new business rules functionality recently enabled for Tasks.Currently, it seems there is no straightforward way to insert placeholders from the environment into Ticket Tasks' custom fields using workflows without relying on an API request. This capability is readily available for other form types and fields but appears to be missing for global Ticket Task text fields.Adding this functionality would enhance usability and streamline workflows.This example, there is no option to insert a dynamic field or placeholder. If you manually add the field, it will simply print the string in the Task on the Ticket.Example:Workflow has {{ticket.subject}} filled.Task is created with the following:Instead of dynamically adding the subject to the placeholder, the Task will display the literal string {{ticket.subject}}.How this field is configured in GlobalTask_Title_ReportingField Properties - Text FieldTask Type - Ticket TaskCheers

0
Zec Lawson
Contributor
8 months ago
Apprentice
Hildah.NyarangiApprentice

Add Kenyan Shilling (KES) as system currencySubmitted

This is a requirement for when we are using the contract, asset and other modules that require input of Currency.  

0
Apprentice
8 months ago
Skilled Expert
Cara

Test Requester - HideSubmitted

Having the ability to create a test requester that is not able to be seen or assigned tickets by other requesters themselves and only utilised for testing purposes would be highly beneficial. Meaning that tickets could be logged in the prod environment and recorded against those test accounts for tracking and then once testing is done, those tickets be deleted. Also means that customers cannot log a ticket accidentally against a non-person.

0
Skilled Expert
8 months ago
Skilled Expert
Cara

Test Requester - HideSubmitted

Having the ability to create a test requester that is not able to be seen or assigned tickets by other requesters themselves and only utilised for testing purposes would be highly beneficial. Meaning that tickets could be logged in the prod environment and recorded against those test accounts for tracking and then once testing is done, those tickets be deleted. Also means that customers cannot log a ticket accidentally against a non-person.

0
Skilled Expert
8 months ago
Contributor
Error-RuntimeContributor

Onboarding module Feature requestSubmitted

Hello,After reviewing the onboarding module further, I’ve identified a few opportunities to improve efficiency and user experience. One potential enhancement would be to introduce pre‑filled dropdown fields such as Location and Department and enable them as dynamic dropdowns. This would allow the form to adapt based on the user’s selections and present more specific follow‑up options where appropriate.Implementing dynamic, criteria‑based fields could be especially beneficial for organizations with multiple departments or locations, as it would streamline data entry and support more tailored onboarding workflows.Kind regards.

0
Contributor
8 months ago
Apprentice
Jannis M.Apprentice

Allow Saved Views as Dashboard Card Filters for TasksSubmitted

Description:When creating dashboard cards for Tickets and Problems, you can select an existing saved view as a filter. This is a powerful feature, as it enables you to use complex, pre-configured filter combinations without rebuilding them from scratch for each dashboard card.However, this functionality is completely absent for Tasks. The filter options available for task dashboard cards are limited and do not offer the same flexibility as the other modules. Use case/problem:I want to create a dashboard card showing all unassigned tasks across our helpdesk. With the current filter options for tasks, this is simply not possible. If I could select a saved view as the data source, just as I can for tickets, this would be trivial to accomplish. Proposed solution:Extend the Task dashboard card configuration to support saved views as a filter source, thus bringing it to feature parity with the Tickets and Problems modules. The process should be consistent: select a module, select a saved view, and you're done.This is not a new concept — it already works perfectly well for other modules. It just needs to be implemented for Tasks as well. Impact:Without this, dashboard cards for Tasks are of very limited use to anyone who relies on more specific filtering. This inconsistency makes the Tasks module inferior to the other modules in the dashboard experience. 

0
Apprentice
8 months ago
JaySpeer
Contributor
JaySpeerContributor

Freshservice Change Calendar ViewsSubmitted

Currently, there is no way to save Calendar Views in the change module. During CAB Meetings, a common practice is for the individuals running the CAB meeting to show the change calendar and they have to filter as they go. It would be a great idea for Freshworks to add a Save View option for the Change Calendar so users can adjust the views to the way they want to see and easily navigate between their view options.

0
JaySpeer
Contributor
8 months ago
Skilled Expert
Cara

Export and Import - FieldsSubmitted

If you need certain fields to import, then those fields should be automatically selected when you export. That way if you export in order to edit details and import again, you have all those field information and do not need to export again.

0
Skilled Expert
8 months ago
Skilled Expert
Cara

Agent Groups - Sub-groupsFuture Consideration

In some instances, teams have one group and then they assign the tickets to sub-groups that only their team are able to use. Instead of farming tickets out to individual people, there should be the option to great sub-groups - that only that team can see. That way, there is a primary queue and a sub-queue which teams can manually assign to smaller teams within their section. Or have the ability to make it only visible to your team or be able to be assigned tickets by other agent e.g. if we have a Radio Store team that tickets may need to go to but then there are regional teams within that that workflows can assign tickets to or people but the primary team is Radio Store.

3
Skilled Expert
8 months ago
Skilled Expert
Cara

Customise Support Portal - CollaborationSubmitted

Currently, when someone adds any coding into the Customise Support Portal - this code is only visible to that person and there is no way to update their code or remove it or collaborate. Having the ability to have your own coding and testing window but then be able to see what is currently published to the portal with the relevant coding makes it easier and ensures that no ones coding is written over top of. If someone leaves and does not provide the coding in their Customise Support Portal categories, the risk is that these are then lost.  We should be able to see anyone’s changes and not have to ask any of the Subject Matter Experts or System Support Officers what changes they have made or have to ensure they add all these to a shared article to ensure that none of it is lost. You should be able to flick back and forth between your code and the current code on the portal. Otherwise, this is then needing to be repaired or re-added any time someone wants to make a change.

0
Skilled Expert
8 months ago
Skilled Expert
Cara

All Users (Requester & Agents) - Deactivated Users in Search should show in a deactivated stateSubmitted

When a Requester or Agent is deactivated and you search for them, they should not show up in a Requester or Agent Search but instead in a different search category called deactivated or show in a deactivated state in the quick search. Otherwise, it gives the false impression that they are still active in the system - even though their account has been deactivated. Which you are only able to find out by then opening their account from the dropdown that appears or open the search window and search there instead of quick searching.

0
Skilled Expert
8 months ago
Apprentice
cmenezesApprentice

Open PDF Attachments in Browser tab (not download)Future Consideration

Please implement the ability to open PDF attachments in a new browser tab instead of downloading them. This is a pretty big inconvenience to have it download instead opening it in a tab. Further, this presents accessibility issues as the method for opening such attachments should be under the user’s control, based on their selected browser settings. I am quite surprised that opening PDFs in the browser is not supported by Freshdesk! Is this on the roadmap?

13
DerpinoLastnamed
8 months ago
JanFlorian
Apprentice
JanFlorianApprentice

Search and find tickets by email domainSubmitted

When I search for an email domain, e.g. @mycustomer.com, then I would expect that FreshDesk returns ALL emails that were sent or received from anyone with the email address @mycustomer.com. This is especially important for larger customers, where multiple people email us. Instead, only some emails are returned. So, it seems like the search is working, however it's omitting many tickets. Only when I click an existing user from that domain and then click on the "Tickets" tab do I see all the tickets - but only for that one user.This is confusing at best and misleading - I don't always know how many tickets there are. This should really be addressed.

0
JanFlorian
Apprentice
8 months ago
Rich Downey
Active Contributor
Rich DowneyActive Contributor

Ability to force a Journey phase for testingSubmitted

A quick thought. when creating A Journey, it would be nice to force a phase to test it, vs waiting the set time for each phase to start or, cloning the Journey and changing the times to have it run faster.

0
Rich Downey
Active Contributor
8 months ago
Skilled Expert
Cara

Bundling - At least one has to be selectedSubmitted

At the moment you can bundle an item into another item and then mark it as mandatory. It would be very useful if you could say one of them has to be completed. Not that all of them are mandatory but that at least one has to be selected and completed in order to proceed. Instead of creating a separate drop down with the item names and saying only show the bundled item if in this drop down it is selected and then mark that form as mandatory.

0
Skilled Expert
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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