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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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KrisC
Skilled Expert
KrisCSkilled Expert

Workflow AutomatorUnder Review

Hello FS devs, Another idea with the workflow automator. It would be nice on conditional nodes to be able to move the next action connection. Lets say I have a very detailed automation, with main steps and sub steps following. I need each main step to complete regardless of a previous substep failing.  An Example: Creating a user account in Google, I have the workflow check to see if there is already an account, if so the workflow stops. If not then proceed with creating the account. Right now I have to split the workflow among different workflows because of this. Basically I would like to see the ability to route the conditional yes/no to a later step (bypassing some if they are not needed) Here is a picture of an example:  I can do this now but I have to repeat nodes over and over to achieve this making the automation very cluttered and redundant. 

33
Daniel Söderlund
23 days ago
Apprentice
FPATELApprentice

Project Management - Support of additional dependency types in ProjectSubmitted

Support the standard four link typesFinish-to-Start Start-to-Start Finish-to-Finish Start-to-FinishEach of these are selectable per link in Gantt, task detail, and UI drag and drop (this capability exists today)

0
Apprentice
23 days ago
Apprentice
darinwApprentice

Workflow condition to somewhere in the workflowSubmitted

On the workflow if you have a Yes or No condition. it would be nice to be able to link it to somewhere else with in the workflow either back or forward, without having to duplicate the workflow within the condition.  This is a super simple one in the drawing but why have to create a bunch of stuff if it already exists in the workflow. 

0
Apprentice
23 days ago
Kaley White
Contributor
Kaley WhiteContributor

Duplicate an automation filterClosed

In automations with several similar filters, I’d like a button to easily clone/duplicate one. 

1
Theodore Ashford
24 days ago
Apprentice
brionesjApprentice

Team Dashboards - Edit Ticket View by groupSubmitted

Currently the  “Manage Team Dashboard” does not allow the team manager to add new ticket views to the dashboard. They cannot create a ticket view and then choose the agent group to limit the ticket view to. They can only create ticket views that are limited to themselves.According to support, the only way for team managers to do this is to make them a workspace admin. This is not secure, especially in a large enterprise environment. Granting broad administrative permissions just to manage ticket view access for their teams insane. To give them access to 1 - manage workspace agents, 2 - agent groups and 3 - agent roles is excessive and irrelevant to being able to simply adding the existing groups names to the ticket list views that they are creating in order to make a new widget for their dashboard.Can the “Manage Team Dashboard” option in the permissions also give them appropriate access to simply add the agent group names to access, similar to the way that creating a new Canned Message allows them to select the agent groups to access the canned responses????

1
Apprentice
24 days ago
Skilled Expert
repattersonSkilled Expert

Enhance the Spam Ticket Handling with Bulk Delete and Additional Management EnhancementsSubmitted

The Spam ticket view in Freshservice has several functional gaps that impact our team's ability to manage spam effectively. We are requesting the following enhancements:1. Tickets from Deactivated Requesters Are Automatically Flagged as SpamWhen a ticket is submitted by or associated with a deactivated user account, the SYSTEM automatically marks it as spam — even when the ticket itself is legitimate (e.g., an offboarding task, an access removal request, or a ticket submitted on behalf of a former employee). This results in valid work items being silently routed to spam and potentially auto-deleted after 6 months with no agent awareness.Requested solutions (any or all):Admin toggle — Provide an admin-level setting to disable automatic spam flagging of tickets from deactivated requesters. Notification routing — When a ticket is auto-flagged as spam due to a deactivated requester, send a notification to a configurable group or agent for human review before the ticket is lost. Automation rule support — Allow admins to create workflow/automation rules that fire when a ticket is spam-flagged due to a deactivated requester, enabling custom actions such as reassignment, notifications, or reopening.  Currently any actions that are taken by the SYSTEM account do not trigger workflows.2. Limited Bulk Actions in the Spam ViewWhen tickets are selected in the spam view, the only available bulk action is "Mark as Not Spam." We request the following additions:Bulk Delete — Add a "Delete Selected" bulk action so agents can immediately remove confirmed spam without waiting for the 6-month auto-deletion window. "Empty Spam" / "Delete All" — A single button to purge all tickets in the spam view at once, consistent with how spam/trash works in standard email clients. Select Across All Pages — When spam exceeds one page, provide an option to select all tickets across all pages, not just the current 30-per-page view.3. Lack of Visibility and Context in the Spam ViewPer-ticket scheduled deletion date — The banner states tickets older than 6 months are auto-deleted, but there is no per-ticket indicator of when that will occur. Adding a "Scheduled Deletion" column would help agents prioritize review. Filter/Search within Spam — Allow filtering by requester, domain, subject keyword, or date range to identify patterns and locate misclassified tickets quickly.Business Impact: Without these controls, legitimate tickets — particularly those tied to employee offboarding or account transitions — are silently routed to spam and risk permanent deletion with no agent awareness, creating compliance risk and missed work. Additionally, with no bulk delete or empty spam option, agents have no way to proactively clear confirmed spam and must rely entirely on the 6-month auto-deletion timer. These enhancements would bring the spam view in line with standard IT service management expectations and give administrators the visibility and control they need. 

1
24 days ago
Apprentice
hazman112Apprentice

Enhancement Request: Add Hour-Based Date Conditions in Workflow AutomatorSubmitted

ProblemCurrently, date-based conditions in the Freshservice Workflow Automator only support comparisons using days (for example, "is exactly x days away" or "is at least x days ago"). This limitation makes it difficult to create automation workflows that require more granular time-based logic.Use CaseMany operational and service management processes require actions to be triggered within a specific number of hours rather than days. Examples include:Sending reminders 24, 48, or 72 hours before a task or renewal date. Escalating tickets if an activity has not occurred within a set number of hours. Triggering notifications shortly before planned maintenance windows. Managing approval and workflow deadlines that are measured in hours rather than full calendar days.Current LimitationUsers can only configure conditions such as:Is exactly 'x' days away Is at least 'x' days away Is exactly 'x' days ago Is at least 'x' days agoThere is no equivalent option for hours, forcing administrators to either:Use less accurate day-based calculations. Create complex workaround logic. Rely on external integrations or custom scripting.Suggested EnhancementExtend date-based conditions to support additional time units:Hours Days (existing) Weeks Months (optional)For example:Is exactly 24 hours away Is at least 48 hours away Is exactly 12 hours ago Is within the next 6 hoursAlternatively, provide a configurable time unit selector alongside the numeric value field.Business ValueIncreased workflow flexibility. Reduced need for custom solutions and workarounds. Better support for SLA-driven processes. Improved automation accuracy for time-sensitive activities. Greater alignment with real-world operational requirements.

0
Apprentice
24 days ago
C.molenaar
Apprentice
C.molenaarApprentice

Add option for private notes when bulk updatingSubmitted

Good morning, I have seen multiple topics on this exact subject, however, these are from 8 years ago or 3 years ago and nothing has been done with them. The idea is simple and straightforward; add an option to Freshservice during bulk updates to add a private note. Right now you can only send a reply, which is also a nice option to have, but I don't always want people to see what we add. It could be as simple as adding another checkbox to the ‘Add reply’ as shown below. Here are the previous topics on this that weren't replied to with the same idea;   

1
C.molenaar
Apprentice
25 days ago
Apprentice
sboApprentice

Mobile App ViewsClosed

Submitted back nine days ago without response:--ICT Support Spotswood College On Mon, 5 Aug at 10:19 AM , Freshdesk Support <support@freshdesk.com> wrote:Hello amazing support staff,We are really appreciating the opportunity to begin using Freshdesk and would like to provide some feedback by way of a feature request. Currently, we are currently using a single instance with two groups (ICT Support && Property) with agents assigned to each group attempting to monitor tickets coming into the main queue. The challenge however, is that there isn't a simple way to filter tickets by relevant group so that agents can easily view a focused view of tickets that are just relevant to their group. I have subsequently assisted the Property team with how to create search to achieve the same results, but it would be easier if the interface provided a simply dropdown similar to the main web interface.Otherwise, we are really happy with the new system so far.Kindest regards,Steven--Steven BootheSenior Systems AdminNorrcom ICT SupportSpotswood College

4
Laurae
25 days ago
Contributor
lisandroContributor

Add more customization options for mobile app notificationsClosed

It would be nice to have more options for mobile app notifications, for example: When activating the "status updated on my tickets" notification, it would be nice to select which states are included/excluded. This is particularily useful when using an observer rule that closes the ticket automatically (it wouldn't make sense to be notified in that case) When activating the "new tickets created" notification, it would be nice to change the sound of the notification regarding the priority of the ticket, or maybe the source.  Maybe these ideas are very specific for our scenario.  I would like to know if those kinds of options would be useful for someone else out there. Best regards!

3
David Jorj
26 days ago
Apprentice
dustinApprentice

Mobile access for phonesClosed

A lot of us have to move around a lot in our jobs and having a mobile version of the website where we can manage the help desk would be really helpful. its a templating job more than anything else so I'd hope it would be easier than an iPhone\iPad application. Plus, you gain all the users on non Apple platforms like Android, etc...  So, how about a mobile version?

62
David Jorj
26 days ago
Contributor
remi.petersContributor

option to make ticket fields mandatory when tickets are solved.Closed

Hi there,We would like our agents to enter the used time on each ticket.Time entries can not be used as mandatory fields so we created a field "filled in time?", only visible for agents as a reminder.Problem is that our agents do not close the tickets. Agents solve the tickets and our admin closes the tickets.It would be nice if ticket fields could be set mandatory not only for creating a ticket and closing a ticket, but also when the state is changed to solving.Thanks,Remi

2
Laurae
26 days ago
Apprentice
jwyattApprentice

Auto-Refresh of Main Ticket WindowClosed

Make it so the main window for tickets can be set to auto refresh at a specified interval. I find this useful so that I am not going to grab tickets that may or may not have been picked up already by another agent. This is especially useful when viewing my open and unassigned tickets.

47
Olivia Anne
26 days ago
Apprentice
gokhanrzApprentice

Add Comments Section to Solution ArticlesClosed

In solutions, one can give a Feedback when they think that article was not helpful. Having the option to add comments section under articles - as the ones under Social Media posts - might be helpful.

1
harpor
26 days ago
henrysimon
Apprentice
henrysimonApprentice

How Can Templates Make Content Creation Faster and Easier?Submitted

Hello everyone,I would like to start a discussion about how ready-made templates can help people save time and improve their content creation workflow. Whether someone is creating social media videos, promotional content, or personal projects, templates can provide a useful starting point and make the editing process more efficient.For beginners, templates can simplify the creative process by offering pre-designed layouts, transitions, text styles, and visual effects. Experienced creators can also customize existing designs to match their preferred style and project requirements.While exploring different creative resources, I came across unlimited templates. It got me thinking about how people discover useful templates and choose the right resources for their projects.What do you usually look for when choosing templates? Do you prefer simple designs that are easy to customize, or more advanced options with additional creative features? I would love to hear your experiences and recommendations.Thanks for sharing your thoughts!

0
henrysimon
Apprentice
27 days ago
ckramlich
Apprentice
ckramlichApprentice

Build Parent/Child Relationship for Change TicketsSubmitted

Currently there is no way to associate a CHN ticket with another CHN ticket.  We would like to see this built by Freshservice and rolled out in an upcoming release.Having this availability is standard with other ITSM applications, ServiceNow as an example.  We would like to use this so we can have Parent/Child ticket relationships for teams that have multiple deployments each week.

1
Theodore Ashford
28 days ago
Apprentice
HannahHApprentice

Automatic Anonymisation of AI-Generated Ticket SummariesSubmitted

Freddy's AI-generated ticket Summary is a valuable feature, but they currently include customer names, usernames, project names, workspace names, and other identifiable information taken directly from the ticket.It would be extremely useful to have the option to automatically anonymise summaries before they are generated or saved.Examples could include:Replacing customer names with "User" Redacting other identifiable customer-specific dataIdeally, this would be configurable at the account level, allowing administrators to:Enable/disable anonymisation Define which entity types should be anonymised Choose replacement values (e.g., "User", "Company",  “workspace!” etc.)This would help organisations that need to minimise the inclusion of identifiable information within summaries, while still benefiting from AI-generated ticket documentation and reporting.

0
Apprentice
29 days ago
Apprentice
nbennettApprentice

Parent and Child Tickets Within JourneysSubmitted

When creating a journey, it would be extremely beneficial to have the ability to designate one ticket as the parent ticket and automatically associate other tickets created within the same phase or subsequent phases as child tickets.Our team uses a round-robin assignment process for support tickets. Currently, when a journey generates a second ticket, it enters the round-robin queue and is often assigned to a different agent than the one who received the original ticket. This can lead to fragmented ownership and additional coordination between team members.It would be helpful if all tickets generated as part of the same journey could inherit the assignment of the parent ticket, ensuring they are routed to the same agent who initially received the request. This would improve continuity, streamline communication, and provide a more consistent experience when managing related tasks throughout the lifecycle of the journey.

0
Apprentice
29 days ago
Apprentice
nbennettApprentice

Add Checklist/Subtask to Automated TasksSubmitted

I currently use automated tasks that are added to tickets created through a separation journey. For example, one of the automated tasks is "Secure Accounts." It would be extremely helpful if tasks could include a checklist or subtasks within the parent task. As agents complete each checklist item, they could mark it as complete or update its status (e.g., Pending, Blocked, Completed).At present, the only way to track individual steps is to create a separate task for each item. As a result, I currently have 43 individual tasks being added to a single ticket. The ability to use checklists or subtasks under a parent task would significantly reduce task volume, simplify ticket management, and provide a cleaner, more organized experience for agents. In this example alone, it would reduce the number of tasks by at least half while maintaining the same level of visibility and accountability.

0
Apprentice
29 days ago
Apprentice
DarynApprentice

Feature Request: To be able to filter ticket views by 'Requested for'Submitted

Tickets can be submitted on behalf of someone else using "Requested for," and the field is available in Automator, but it can't be used to filter ticket views.This is a problem for anyone who submits for others: assistants, coordinators, managers, front desk, and agents logging walk-up requests. Filtering by Requester returns everything that person has ever submitted, with no way to narrow it to one person's tickets.Request: Add "Requested for" as a filter in ticket views, usable alone or combined with Requester.

0
Apprentice
29 days ago
Apprentice
rquachApprentice

Dashboard - "My Group Task" ScorecardPlanned

I think it would be a great feature to add a “My Group Task” scorecard to the dashboard. Currently we are only able to see “My Task” scorecard. This could help teams by seeing unassigned tasks in their group. I know emails can be sent out to notify the team when a task is assigned to their group, however, those can get lost when they receive multiple emails throughout the day. 

20
30 days ago
Skilled Expert
joshvengleySkilled Expert

On-Call Schedule Export as a .csv or PDF that includes Primary, Secondary, Tertiary on-call each week.Submitted

We currently keep a running spreadsheet for our IT On-Call schedule and are wondering if there will be a way in the future to export the on-call schedule directly from Freshservice as a .csv or .pdf.We would like to see this in a weekly view including the Primary, Secondar, Tertiary on-call by week and have the ability to generate a weekly report to send to all agents as a reminder for the coming shift. I see there is an export to calendar, but wanted to expand the output types and also include Secondary/Tertiary on the list.  

0
Skilled Expert
30 days ago
Contributor
chris.tintaContributor

Allow all agents to add canned responsesClosed

Hi,It would be great if all agents could create canned responses, currently it seems that only admins can create new canned responses.I would like it for agents of all levels to be allowed to create their own personal canned responses (and be able to use those along with company wide canned responses created by admins). It would also be good if canned responses could be grouped in the same way that tickets can be grouped - and the list of available canned responses is based on the group the ticket is in which you are replying to.Thanks

18
Theodore Ashford
1 month ago
Apprentice
ZackStiltz

Freshservice Projects - Ability for further levels of Task Lists, Tasks, Sub-TasksSubmitted

As the title states it would be nice to have further drill downs for Task Lists, Tasks, Sub-Tasks etc. to match the feature level of how Monday.com & Jira do with regards to hierarchy of tasks. for example: Phase 1 - Project (Task List)→ Configuration (Task List)→ → Case System (Task List)→ → → Setup Breakdown Case (Task)→ → → → Create Form & Fields (Task)→ → → → → Create Request Fiedl (Sub-Task) This is just a pure example but it could be used to do multiple layers to allow proper Project Management.

0
Apprentice
1 month ago
Apprentice
ZackStiltz

Ability to Move Sub Tasks, Tasks, Task-ListsSubmitted

Hi there, As the title states it would be nice to be able to move tasks around without the need of changing dates to move them in Projects. For instance competitors like Monday.com, Jira etc. Allow you to create Tasks & Sub-Tasks and allow you to reorder them, if you can do that Projects in Freshservice would actually be way more useful and definitely a pulling point towards using them.

0
Apprentice
1 month 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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