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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
Active Contributor
CecileActive Contributor

Asset Management - users should not be able to associate assets in an 'inactive' state to tickets / relationshipsFuture Consideration

Current we have wihin the Asset Management module all assets, regardless of status.The issues that we face are the following: users can associate assets to changes or to tickets, regardless of their status. So we have for example change tickets for an asset that is already disposed. users can associate new assets relationships with othe assets regarless of their status.In the end there is a mix of actual assets with assets that are disposed, sold or in other inactive state.For audit purposes we must have asset data available for several years available, athough many assets are in an ‘inactive’ status (such as ‘disposed’ for example). So we cannot use the ‘delete’ function for such assets. We need those to remain in the system and at the same time those should no longer be selected for associations, as explained in the 2 points above. The idea is to make Assets in an inactive state no longer selectable for associations to other records. Older associations should remain.It would be great to have the product team propose a solution for this issue.

4
Active Contributor
9 months ago
Skilled Expert
Cara

Assets / Services - Relationships List View / Upstream & Downstream UpdateSubmitted

From the list view and mapping, is it possible to have a drop down to be able to update or add a relationship rather than deleting and re-adding. Plus if this has to be done for multiple links then it makes the process very tedious. Being able to see all the links and being able to just update with a drop down from the list view or by clicking on the link line and updating from a drop down, would make this more seamless.

0
Skilled Expert
9 months ago
Skilled Expert
Cara

Services - Relationship List ViewSubmitted

Why is there no list view in the Services and only the map? Can the list view please be made available? This would make it easier to see and for those services where we have 150 VMS we need to attach, make it just that bit easier.Assets - Relationship Remove / Delete | Freshworks Community - Related

0
Skilled Expert
9 months ago
Skilled Expert
Cara

Assets - Relationship Remove / DeleteSubmitted

Why in the relationship map, is there no remove link?  Can there please be a remove or unlink option to make this process easier. It appears in order to remove the link you have to go to the list view of that item and then delete it from there.  Would also make sense that if you hovered over the link lines that you could change the relationship type, if you accidentally selected the wrong one and also have the list view have the link as a drop down menu so you can change this from the list as well and also make multiple easy changes from one window.

0
Skilled Expert
9 months ago
JoramP
Contributor
JoramPContributor

CSV Import for Asset FieldsFuture Consideration

Currently, when importing assets via CSV in Freshservice, the fields Cost, Salvage (€), and Depreciation Type cannot be imported. These fields must be added manually, which can be time-consuming when importing large quantities of assets. Allowing these fields to be included in the CSV import would save a significant amount of time and make asset management much more efficient for users managing large asset lists.Looking forward to this improvement being made!

2
9 months ago
Apprentice
TheDoggyGoesMeowApprentice

Seamless SSO for Status PageSubmitted

We have Seamless SSO for our Freshdesk platform, linked in with Azure/Entra IdP, and it works great. However, when our users go to the status page, they have to enter their email address. It would be great if this was fully seamless SSO too. We don’t want to make our page public, but we do want a nice transition into auto signing in for company employees.

0
Apprentice
9 months ago
AbominableSnowmin
Contributor
AbominableSnowminContributor

Status Page Incident - Formatted TextSubmitted

When creating status page incidents, updates, or scheduled maintenance, the description text is completely run-on and there are no line breaks or formatting possible.   Where these announcements are user-facing, it’s important that formatting can be done.Easier to read and understand More professional looking Ensure fidelity of messagingFormatted text is available in many areas of FreshService, and this area desperately needs it.

0
AbominableSnowmin
Contributor
9 months ago
EricYMHT
Apprentice
EricYMHTApprentice

Ability to Add Holidays for next Calendar YearFuture Consideration

I was trying to set up holidays for 2023 and noticed the calendar does not extend beyond Dec 2022. I needed to set up a New Years holiday for Jan 1-2 as my team is out of office and we will be using an automation based on business hours/holidays. FreshDesk support informed me that “The calender will only be available on Jan 1st 2023 as it is a system predefined set-up which cannot be over-rided”. I think it is important to be able to set this up prior to the new calendar year. My team is diligent and plans ahead.  Very inconvenient for us as we’ll need to login over the weekend and set this up on January 1. We’ll potentially be missing out on informing clients about our availability before we can set this up on Jan 1. Additionally, this is unnecessary time spent by my team on a holiday weekend when we could have set this up during the work week. 

3
9 months ago
BryceK
Top Contributor ⭐
BryceKTop Contributor ⭐

Import Holidays Business hours - FreshDeskClosed

Hello Team, Please help to support an ‘import holiday’ function to FreshDesk. We have several groups that require same holidays but different business hours so they cannot be combined. Having the ability to import holiday hours would ensure correct dates across all groups and save a ton of time not having to click a pop-out calendar scrolling through the months. Please make this like FreshService already has.  Thanks,Bryce

1
Contributor
9 months ago
Top Contributor ⭐
RobCrossTop Contributor ⭐

Holidays - Add the Year!Closed

When setting up holidays in FreshDesk, please can you allow the proper use of the calendar.  Currently we just setup the day and month of the holiday, but in the UK (and I’m sure elsewhere) the public holidays change every year.Adding the year to the function would mean we can setup the next couple of years holidays in advance, and retain the history for audit purposes

2
Contributor
9 months ago
Aarturs-lv
Apprentice
Aarturs-lvApprentice

Risk of SLA violations due to delayed holiday calendar availabilitySubmitted

The Problem:At the end of 2025, we couldn't enter holidays for 2026 because the system's calendar for 2026 wasn't ready yet. This meant someone had to log in on January 1st, 2026 (a holiday!) to enter the holidays manually. This caused problems with how our ticketing system calculated response times.This led to incorrect "violation" marks on some tickets, which were received before 2026 calendar holidays were entered let us enter next year's holidays before the current year ends.

1
Contributor
9 months ago
Contributor
jpatoskiContributor

Allow typed dates and date ranges in Holiday dates (Business Hours)Submitted

Multiple improvements could be made here:you can’t edit existing holidays - would be very helpful to simply change the date in each successive year. Instead you have to delete and re-add. you can’t type in a date (2025-07-04, 07/04/2025, July 4, etc.) - you HAVE to use the datepicker, so to set your December holidays in January requires at least 11 clicks, as opposed to just typing in a date.  you can’t set date ranges - say for a staff retreat, or for an extended holiday break. Instead of typing “December 25-January 1”, you have to click 11 times, multiplied by however many days your break lasts.  Considering setting your holidays is something we have to do every year, this seems like a very easy friction point to address. 

0
Contributor
9 months ago
claytonsaid
Top Contributor ⭐
claytonsaidTop Contributor ⭐

Remove dependency on Reporting Manager email link in OnBoarding JourneyFuture Consideration

The entire OnBoarding journey depends on the link in the email sent to the Reporting Manager in the second stage. If they are not available (and they forgot to set the delegation), the flow is stuck and no tickets are created.  The only way is to - assuming you have access - go to the Sent Items of the mailbox associated with FS and forward a copy of that email to someone else.   I strongly suggest that Freshworks re-visits and removes this dependency or provides a workaround within the platform itself rather than depend on an external factor (email) for the journey. 

4
claytonsaid
Top Contributor ⭐
9 months ago
airvine
Apprentice
airvineApprentice

Timer on ticketsSubmitted

The timer feature is super cumbersome to start and stop on tickets. It would be great for it to be a one button press as soon as a technician opens the ticket start the timer, do the work, stop the timer, and then close the ticket.  

0
airvine
Apprentice
9 months ago
Skilled Expert
dbetlowSkilled Expert

Freshservice integration with RipplingSubmitted

Integration between Freshservice and Rippling that allows enterprise service teams to automate service delivery across the organization. The integration should allow HR teams to automate critical employee workflows and enable seamless data sync between their Rippling and Freshservice.   Key features possible with the Freshservice and Rippling integration:OOTB workflow to automate employee onboarding OOTB workflow to automate employee offboarding Sync user data from Rippling to Freshservice 

0
Skilled Expert
9 months ago
Contributor
FreshMattContributor

Set a Default WorkspaceFuture Consideration

We are in the process of adopting Workspaces for our Facilities and Finance teams. In concept this has been working well, but on the incident creation form the need to fill out the Workspace creates some challenges. The largest one is that folks on the Finance and and Facilities teams that aren’t close to this implementation often select an incorrect space thinking that because they work in one of those departments, that’s where the ticket should go. We would like to be able to set a default workspace of IT and then hide this field so that all non-service request incidents come to the IT service desk for routing. This will help us avoid IT support issues ending up in the wrong workspace and having frustrated and upset users. They are upset because they did what we ask them to by coming to our system and asking for help. When they make an easy mistake like this it causes a service failure because it doesn’t get picked up by our automation. This is a fairly significant deficiency in the multi workspace setup.   

2
9 months ago
JaySpeer
Contributor
JaySpeerContributor

Approve or Reject Multiple RequestsSubmitted

Our organization requires Manager Approval for the majority of the Service Items in our catalog. Unfortunately, what this means is that from time to time, the manager’s approval queue can build up.It would be great to see a way for the approver to have a Select All button to click or for the ability to select multiple requests at a time and click Approve or Reject with their comments being applied to all selected requests.Current state is that an approver has to open each individual item and approve or reject, which can be time consuming for the approver.

1
Medic1334
9 months ago
Skilled Expert
Susanne EwéoSkilled Expert

Possibility to attach files in Proactive OutreachSubmitted

It would be great if it was possible in Freshdesk to attach files in Proactive Outreach.

0
Skilled Expert
9 months ago
Skilled Expert
MireilleRSkilled Expert

Adding a 'rich text' field option tot Service Items (in order to copy/paste screenshots)Planned

Hello, currently we only have a non-’richt text’ field option available for Service itemsWould it be an option to have this field, or another field, available as ‘rich text’ for the purpose of enabling customers to add any type of screenshots or snippies to this field via copy/past, without customer having to save the screenshot first to a file and then adding it via the paperclip. 

7
Kamakshi
9 months ago
Active Contributor
ArnoldGActive Contributor

Search field within the Properties sectionSubmitted

Freshdesk feature Idea. A search field within the Properties section of the ticket which mirrors the search function on the Filter section!  

0
Active Contributor
9 months ago
Top Contributor ⭐
shannon.mejiaTop Contributor ⭐

Adding Tasks to DashboardFuture Consideration

On the main Dashboard page, I do not see any widget that allows to put Tasks lists or To Dos on the dashboard.  Tasks can only be seen through the “My Work” section.  How can I add tasks to the Dashboard view?

11
9 months ago
Contributor
eric.cooperContributor

Publish OpenAPI Swagger SpecSubmitted

OpenAPI has been a standard for years. Especially today when engineers are using AI tooling to develop integrations quickly, you should provide a version of your API spec that can be easily understood and consumed by humans as well as automated agents. Having that would drastically reduce friction for your customers who use the FreshService API or who struggle with shortcomings and poor support for the Effiy offerings.See this topic for information:  

2
johnwoodmt
9 months ago
so_dj2

Notifications for all tagged agents in a noteSubmitted

When tagging multiple agents in a note, can all the tagged agents receive an email notification? Currently only the ticket owner receives the notification, but having this would aid with collaboration. We can set agents as watchers, but having a direct email notification would be more efficient. 

1
freefire121
9 months ago
Apprentice
InselwindApprentice

Option for multiple notifications on contractsClosed

Hello,  We recently implemented Freshservice and i am building out our contract management portion.  Currently there is only 1 option for notification (which i have set to  90 days).  In our previous system i could set up multiple notification dates. (Example: 90 days, 60 days, 30 days, 15 days)  This way we got multiple notification reminders in case we missed the first one.  Could this be added as an option.  Thanks.

4
9 months ago
Apprentice
amo368Apprentice

Change Requester via Workflow AutomatorDelivered

We have a number of automations that exist outside of Freshservice that send noreply emails to the helpdesk. I’d like the ability to change the requester to an employee using a workflow automation rather than have to manually go change the ticket each time. We were able to do this with our previous helpdesk system and it was very useful. Unsure why it’s not included in Freshservice.

20
Daniel Söderlund
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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