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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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Skilled Expert
Cara

Agent / Admin Roles - Create and Edit SeparateFuture Consideration

In any of the Agent or Admin Roles the option to create and edit anything, should not be in one tick box. They should be separated. We have teams that are allowed to create assets and some that are only allowed to edit. However, these are together so the teams that would normally only be allowed to edit assets are now able to create them as well. Where this should only be done by a specific team. This is a problem and makes granting access to teams difficult. Do we give them too much access and hope they do not touch or do not create where they shouldn’t or do we remove their access and make more work for another team that would not normally edit these, only create. Furthermore, we should also be able to drill down in Inventory and only give certain teams access to edit or create certain asset types e.g. Computers and Laptops should only be created by End User Device Coordination and Edited by Tech Support. Services should only be created and edited by Service Architecture. This should be able to be done via the role groups.

2
Daniel Söderlund
9 months ago
Skilled Expert
Cara

Agent Group / Agent Roles - LinkClosed

The ability to link Agent / Admin roles to an Agent Group so that when someone is added to that group, they are automatically given the access that Group requires and if they are removed, so are those permissions. This would make Administration of roles and groups much more seamless and people would get the right access according to what team they are attached to.

1
Skilled Expert
9 months ago
Skilled Expert
Cara

New Feature Added - FlagSubmitted

It would be amazing if the system flagged for review when a new feature is added. For example, when a new role permission is added and the role groups need to be assessed to make sure that that role permission needs to be added or removed from various agent roles or admin roles. It is hard enough to keep track of the changes and not always feasible to keep an eye on the product updates list.  Therefore, if the system flagged various sections that need to be reviewed and marked as done when implemented - this would make an SMEs job a bit easier to manage and keep track of.

0
Skilled Expert
9 months ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Field length requirementFuture Consideration

It would be nice to have the option of a required length on fields.  We have a culture problem where the resolution information block that we have setup on tickets to allow for a brief description of the fix used to close the ticket is just being filled out with a single letter.  If we could require a minimum length, like 15 characters, it would help to force agents to fill out the ticket completely. Similarly, having a max length requirement would help as well.  At a previous org of mine we used resolution codes that were 4 character shorthand to allow for a little better description of what we did to fix the issue and for a field like this having a max length would help ensure good data. I’m guessing this would be a loved feature for many teams as they look to collect the best data possible out of a ticket. 

7
9 months ago
Kelly Collins
Contributor
Kelly CollinsContributor

Freshdesk -Reporting on contacts within AnalyticsSubmitted

We are able to pull all company records fields as well as all Custom Object fields into Analytics, but we cannot do this with contacts. I have spoken to various people over the last 2 years, as we really need this feature.  We need to see how many contacts are certain job roles, we also have a tick box for release notes and we would want to use analytics to see how many contacts have this tick box as well as adding their email address so we can use it as a report.  I know its not analytics as such, but I use Analytics as a reporting tool for company details, not for tickets. Just using the export option is not ideal, as we don’t want all 10,000 contacts, we want to filter to a specific set of contacts, but using Analytics and then export out.

3
Kelly Collins
Contributor
9 months ago
Kelly Collins
Contributor
Kelly CollinsContributor

Freshdesk -Reporting on contacts within AnalyticsSubmitted

We are able to pull all company records fields as well as all Custom Object fields into Analytics, but we cannot do this with contacts. I have spoken to various people over the last 2 years, as we really need this feature.  We need to see how many contacts are certain job roles, we also have a tick box for release notes and we would want to use analytics to see how many contacts have this tick box as well as adding their email address so we can use it as a report.  I know its not analytics as such, but I use Analytics as a reporting tool for company details, not for tickets. Just using the export option is not ideal, as we don’t want all 10,000 contacts, we want to filter to a specific set of contacts, but using Analytics and then export out.

2
Amrit Mishra
9 months ago
josiah_at_faithteams
Apprentice
josiah_at_faithteamsApprentice

Feature Request: Emoji Support in Canned ResponsesFuture Consideration

Hello Team,I’d like to request the addition of emoji support in canned responses within the Helpdesk system.Why This Matters:Emojis are a simple but powerful way to improve communication tone—especially in customer support. Right now, the system doesn’t display emojis correctly (often showing as question marks), which limits our ability to personalize messages or make them more approachable.Benefits of Adding Emoji Support: Improved tone and friendliness in responses, helping us sound more human and less robotic Clarity of intent, especially in short replies (e.g., 👍 for confirmation or ✅ for completion) Stronger customer connection, particularly with churches and teams who appreciate a warm, relational tone Consistency, since many of our communication platforms (email, SMS, chat) already support emojis Even just basic support for standard Unicode emojis would go a long way in making canned responses more expressive and aligned with modern communication standards.Thanks for considering this request! Let me know if you need more context or examples—we’d love to see this enhancement in a future update.Best,Josiah

3
9 months ago
Skilled Expert
Cara

Data Source Record - Unable to Open (Text Field instead of Record)Submitted

Why is it in some screens you can open fields to their record but in others it looks to be a text field (even though it is a Data Source) and cannot be opened from the original record to that Data Source Record.  For Example: In my customer record these two fields appear to be free text and unselectable to open the record:  But in the ticket the Reporting Manager is selectable and opens into another window with her record details:  However the location isn’t able to be opened. These fields should open to their records in a different window. This makes finding details out, easier and does not mean you then have to open another window to find out the information you need.  Also, why is it that these fields are only able to be opened in some windows and not others. There is an inconsistency here.

0
Skilled Expert
9 months ago
Contributor
lsommerContributor

Separate configured colors for dark and light mode.Submitted

The new “Freshworks Dew” UI for agents it lets us “pick a custom color”. I got the hex code for the dark blue color used in our marketing materials and put it in as the custom color. Using light mode it turns into a washed out light blue. When using dark mode its closer to the color I configured.  So maybe let us pick separate colors for each mode? Or just use the inputted color? It feels a bit silly to let us input specific hex codes and then ignore them. 

0
Contributor
9 months ago
Croy
Top Contributor ⭐
CroyTop Contributor ⭐

Freshdesk. - Knowledge base - Add a button to download or share an article in a PDF fileSubmitted

Hello, Our distribution partners love the fact they can use the search engine to find articles pretty quickly but they also need to share some of these articles to their resellers, who don’t necessarily have access to our KB. Our distributors are urging us to add a “Add a button to download or share an article in a PDF file (by email as a first step)”.Can we do that already ? We didn’t find such an option in Freshdesk.If not, can you please add this feature to the next release ? Thank you 🙏Chris

0
Croy
Top Contributor ⭐
9 months ago
Skilled Expert
dbetlowSkilled Expert

View a list of software associated with requester via Workflow/APISubmitted

I’d really like to be able to pull a list of SaaS applications as well as any software installed for a particular user via API or workflow.  This would be especially helpful during offboarding so that I can add a task for each application that needs to be deprovisioned.  I realize that the offboarding module currently has something like this, but Journeys does not appear to have that functionality.

0
Skilled Expert
9 months ago
Skilled Expert
Cara

Data Source - Filter on FieldsSubmitted

It would be beneficial if you could filter on more than just the data source when you create a field or even in the associated assets.  For example, if we want to filter out any assets that have an End of Life date in it. So it would only show those that are Available for use. This is also relevant to this: Assets - Decommissioning | Freshworks Community Or if we only want to be able to show specific Locations, e.g. only locations in a certain region or suburb (not that you would but just an idea) - this would be of much use and assist with only showing the relevant data for each field.

0
Skilled Expert
9 months ago
Skilled Expert
Cara

Support Portal - Workspace FilteringSubmitted

I would like to suggest that there be a way for Requesters to filter on the Support Portal as to which workspace (Service Requests), they are after filtering on. Atm, it just shows all the categories in one space and can be a bit overwhelming. If it was possible to maybe show the ICT categories by default and then have a filter at the drop in a Data Source dropdown menu, where customers can then select which workspace they would like to navigate to. That way it only shows them the options available for those workspaces and is not overwhelming or confusing.

0
Skilled Expert
9 months ago
Contributor
DMTJMONContributor

Onboarding with BundlesFuture Consideration

I know kits can be setup as bundles but the question is not all managers will know what dock for example goes with a new laptop. They may choose a new laptop and expect a dock as well when IT just sees the laptop and makes sure one is ready. 

5
Skilled Expert
9 months ago
AbominableSnowmin
Contributor
AbominableSnowminContributor

Location Management - Tabular viewSubmitted

Managing locations using the hierarchical view is very difficult when doing mass updates or a major reconciliation.  It’s tedious and requires repetitive actions.  Presenting the information in a tabular view which allows you to sort, filter, and initiate edits in one place would be extremely helpful.  Related to this, the ability to export the entire list to CSV, perform cleanup, then re-import the list for update would be very helpful!

1
AbominableSnowmin
Contributor
9 months ago
Contributor
fernandonjardimContributor

Getting notification every time a lead open an email or visit a pageSubmitted

This is a very basic feature that a lot of other CRMs got it but Fresh hasn’t.It would be very helpful, if I could get a real time notification, every time a warm lead open up my email or is currently visiting a webpage, therefore I can act when the intend is there.Fresh already has the widget to add to the website, so really the only think missing is the automation to allow people to get those notifications.

1
Contributor
9 months ago
Contributor
chaseContributor

track email open and readsClosed

It would be great to know if a customer has received and opened an email sent to know if they just didn't respond or if we should follow up when it hasn't been read. You have this feature in your new FreshSales so it would be awesome to have it in Freshdesk too. 

21
Contributor
9 months ago
Skilled Expert
Cara

Assets - DecommissioningUnder Review

In our previous ITSM tool, when an asset is decommissioned, replaced, wiped, etc. It is kept in the system for auditing purposes but then made unavailable. This means agents can view the history of the device for auditing purposes but that customers (requesters) are not able to select it as an asset in their ticket and it disappears from any tickets making it unavailable and no longer active. I presumed that Freshservice did the same when you made an asset End of Life, this would then remove it from an active state and make it unavailable for requesters to attach to a ticket and remove it from their assigned assets.  Could this be added to the system as a priority. This is a basic functionality that should be readily available and isn’t. You should be able to mark it as different states and then be able to determine what happens with the asset (e.g. if you set the status to retired it then hides it / makes it inactive and unable to be selected). For example make the states be customisable and be able to select if it is active or inactive then when that is selected within an asset it automatically marks it as such. 

2
9 months ago
Anzej
Apprentice
AnzejApprentice

S/MIME (p7m) supportSubmitted

Due to security requirements, users have started sending digitally signed emails. But in freshdesk we just see “not given” and smime.p7m attachement is visible.Please support decoding or displaying the content of S/MIME encrypted attachments.  

0
Anzej
Apprentice
9 months ago
ShaunaM
Apprentice
ShaunaMApprentice

Adding Ad Hoc Tickets to JourneysSubmitted

We would like the option to add new ticket activities directly into an active Journey without editing the template. We want these tickets to have full visibility to onboarding/offboarding details without extra clicks. We currently create normal (manual) Freshservice tickets and link them (parent/child or related) to the existing Journey ticket, but this creates extra clicks or lack of information for the agents working the ticket.

1
ShaunaM
Apprentice
9 months ago
ASHill
Contributor
ASHillContributor

Filtering on Associated Tickets within a ProblemSubmitted

It would be incredibly helpful to have the ability to filter associated tickets within a problem. We frequently need to determine which tickets are still open and need specific actions if the ticket is pointing to a workaround or still need the permanent applied fix. This would enhance communication with impacted customers and give better understand to impact over time. 

0
ASHill
Contributor
9 months ago
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐

Password in Plain text in Powershell OrchestrationDelivered

I recently installed the Powershell Orchestration and there’s a few things I’m not in love with from a security perspective.The password is in plain-text. Even after you save the workflow, the password is still in plain-text. This is not a good security practice. Any way to block out the password and not display it to the user? Additionally, profiles are created as part of the Powershell Orchestration settings, but then you aren’t even using a profile in the Inline Command. Instead, you have to manually supply a username and password. When a script is called, it looks as if NTLM is being used to access the script. Can we have a choice of what to use? When I use the Execute Command to run a script, it only loads in the first part of it and says it executed successfully - not executing any of the commands in the script. If anybody has any insights, I’d love to hear them to get this to work. Thank you!

5
Kamakshi
9 months ago
AbominableSnowmin
Contributor
AbominableSnowminContributor

FreshService Status Widget - Sharepoint Compatibility ImprovementsSubmitted

Microsoft Sharepoint is a very common intranet platform for businesses; However, the FreshService status widget does not function in SharePoint Online due to iframe and CSP restrictions common across M365 tenants.A more compatible approach would be for Freshworks to provide:A documented, read‑only Service Status JSON API, and... An official SPFx-based SharePoint Web Part that consumes this API. This would align FreshService with Microsoft modern development standards and eliminate widget compatibility issues across SharePoint and Teams.Thank you for your consideration in making a major enterprise-grade improvement to the platform!

0
AbominableSnowmin
Contributor
9 months ago
Apprentice
ccardimonApprentice

Archive and Find/Replace function for articlesClosed

I propose adding an archive function for old solutions that you don't need anymore but don't want to delete, either. I also propose adding a function similar to those offered by Word and Google Docs, which would be a global Find & Replace function. 

3
9 months ago
DanielRuff
Top Contributor ⭐
DanielRuffTop Contributor ⭐

Add Workflow Automation Action: Send Email to Custom Email Address(es)Under Review

Currently, in Freshdesk workflow automations, the available email actions are limited to:Send email to requester Send email to agent Send email to groupThere is no option to send an email to a custom email address or a list of email addresses entered manually. This limitation makes it difficult to notify stakeholders who are not directly involved in the ticket as requester, agent, or group member.Proposed EnhancementIntroduce a new workflow action:Send email to custom email address(es)Key capabilities:Allow entering one or multiple email addresses Support comma-separated addresses Use the existing email template editor Optional validation to ensure correct email formatUse CasesNotify external stakeholders when specific tickets are created (e.g. VIP customers, escalations, outages) Inform management or leadership about high-priority or SLA-critical tickets Send alerts to distribution lists or shared mailboxes Notify third-party vendors without making them requesters or agentsExample ScenarioIf a ticket is created with:Category = “Security Incident” Priority = “Urgent”→ Automatically send an email notification to:security-team@company.com, it-management@company.comExisting ReferenceThis functionality already exists in Freshservice, where workflow automations support sending emails to custom email addresses. Bringing this feature to Freshdesk would create better feature parity across Freshworks products and significantly increase automation flexibility.Business ValueReduces manual forwarding of emails Improves visibility for critical tickets Enables better communication without changing ticket roles Aligns Freshdesk workflows with Freshservice capabilitiesExpected ImpactHigh — this is a frequently needed automation feature for growing support teams and enterprise environments.

0
DanielRuff
Top Contributor ⭐
9 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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