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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
Skilled Expert
joshvengleySkilled Expert

Allowing Service Desk Rebranding as an outward sync from Sandbox to ProductionSubmitted

I am curious if the ability to sync the Service Desk Rebranding from a Sandbox to Production will be allowed at any point in the future?  We are working on finishing touches to our Sandbox and getting prepared to schedule those changes in Production, and after looking at the Modules support for sync, we saw that Account Settings are not supported.  Will this be allowed at any point in the future? 

1
9 months ago
Apprentice
RalphHApprentice

Scheduled CallbackSubmitted

Provide a requestor the option to provide a date and time when the want/will be available for a callback when submitting an incident.One of our employees requested this and our upper management likes the idea.

1
Daniel Söderlund
9 months ago
Contributor
scantrellContributor

Enable us to change the name / title of tickets opened as result of support conversationsSubmitted

When a ticket is opened as result of a chat in the support messaging window, the titles of the ticket do not always reflect the purpose of the ticket. Often the title of the ticket is “Conversation with <Me>”,  If several tickets are open it can be challenging determining which ticket is for what. Enabling us to change the title to something that makes sense to us as the end users would be helpful.

0
Contributor
9 months ago
Contributor
scantrellContributor

Ability to customize fields displayed when viewing all customers of a companyUnder Review

After clicking Companies, clicking to open any company and under contacts, clicking View All to see all contacts, currently the data columns that are returned are fixed and not customizable. Recommendation:Enable us (customers) the ability to modify the data columns returned, including customer-created data columns so that the data returned regarding contacts for a company is useful and presents the data pertinent and important for us, the customers.i.e.: We have a data fields “Position” an “POC” as well as several other data fields that would be very useful for us when clicking to see all customers.Fields such as company, facebook, twitter, etc... are not useful... at least not for us anyway. 

2
Contributor
9 months ago
azulakj
Active Contributor
azulakjActive Contributor

Asset Type HierarchyFuture Consideration

I think it would be a good thing to allow the admin to be able to modify the hierarchy of asset types.Right now, we have a fixed root/child items (i.e. Hardware → Computer/Printers/…..)If for some organizational reason some type doens”t fit well for the company administrating the platform, the onlu workaround is to disable that category, rename it and create a new category where the admin want it to be, and after that still need to add the fields (and many of them already exists in the “misplaced” category).I had the case not so long ago where the users saw that a server is a child of computer, and wanted it to be straight under the hardware node (which i can understand since a computer nowadays is a workstation contrary to a server whic is more of a “Service Station”) Besides, when modifying this, after, all inventory records which were bind to that category needs to be edited to point to the new one.

2
Daniel Söderlund
10 months ago
Sindy Campillo
Apprentice
Sindy CampilloApprentice

Permitir ocultar o configurar campos base del formulario de Freshdesk en Microsoft TeamsSubmitted

Actualmente, el formulario inicial de creación de tickets de Freshdesk dentro de Microsoft Teams muestra campos base que no pueden ser modificados, ocultados ni deshabilitados.En nuestro caso, varios de estos campos no aplican a nuestros flujos de soporte y generan confusión en los usuarios finales, afectando la experiencia y la adopción del canal de Teams.Solicitamos considerar la opción de:Ocultar campos base no requeridos Modificar qué campos se muestran Configurar el formulario de Teams de forma similar a los formularios web de FreshdeskEsto permitiría una mejor experiencia de usuario, mayor control del flujo de tickets y alineación con los procesos internos de cada organización.Impacto / BeneficioMejor experiencia del usuario final Mayor adopción del canal Microsoft Teams Menor error en la creación de tickets Consistencia entre canales (Web, Email, Teams)

0
Sindy Campillo
Apprentice
10 months ago
Apprentice
YannDesjardinsApprentice

Editing excel tables in email bodySubmitted

Our organization receives a lot of Excel tables embedded in the email body.We typically used Outlook to quickly add or remove rows and columns without having to use Excel.FreshDesk is currently limited to using HTML Block for tables, we cannot add or remove rows and columns easily and its requiring us more time to edit tables being shared in an email body. Could we add an app or Excel capability to edit the table from within the email body directly?

0
Apprentice
10 months ago
Apprentice
Dawn SchoApprentice

ServiceBot for Microsoft Teams-Include AttachmentsSubmitted

Allow Agents to see additional ticket details from on the ServiceBot  Ticket views.  Similar to the options available when viewing a Changer Request.Include [Attachment, Notes]  

0
Apprentice
10 months ago
Skilled Expert
EthanBCSkilled Expert

Canned email notifications or email notification templatesSubmitted

It would be great if there was a way to store multiple email notification templates with the option to quickly change between different email notifications either by manual selection or a predetermined schedule. For example we set up a different email response during holidays so users who submit a request are aware that it won’t be resolved until our office reopens. Currently that involves re-editing the message manually at the specific time it needs to be changed. It would be much nicer if we could configure these messages ahead of time so they automatically switch between the “holiday” and “regular” email notifications.

0
Skilled Expert
10 months ago
Contributor
LisaLaContributor

Business rules in a workspace need to also apply to SchedulerClosed

We have business rules in place for tickets in workspaces, however, they are not applying to Scheduler tickets.Business rules should apply to scheduler tickets since they use the same ticket form in Field Manager.PLEASE!!!  Scheduler shows every field to an agent scheduling tickets and they are filling out fields they should not be.

1
10 months ago
AlbertTaylor
Apprentice
AlbertTaylorApprentice

Migrate Exchange Mailboxes to Office 365Closed

The best way to migrate Exchange mailboxes to Office 365 is to use an automated solution that would easily migrate from Exchange to Office 365 mailboxes. One tool that does this and offers numerous other exclusive features is Shoviv Office 365 Migration Tool.Feature of this tool-:• It swiftly migrates the numerous numbers of mailboxes with no limitation on size.• Options to preview added source mailboxes and filter according to the message class and Item date are also embedded within the software.• Mapping option for the source mailbox with target mailbox and search option to search source mailbox is also provided in the software.• Facilitates to migrate Live Exchange/Office 365 Public folders and Archive mailboxes into another Live Exchange/Office 365 public folders and Archive mailboxes.• A Free demo/trial version of the software is also available to check its working efficiency and functioning. It allows the migration of the first 50 items per folder. For more info - Exchange to Office 365 Migration

1
bioklp
10 months ago
raja.pavankumar
Active Contributor
raja.pavankumarActive Contributor

Freshservice - Understanding relationship between custom objects, workflow automations and service cataloguesClosed

As a Freshservice administrator and application owner, one of the major challenges is to build a scalable service management architecture for your teams, especially with enterprise service management and workspaces in Freshservice, administrators will need to understand divide and conquer strategies, system dependencies and integrations with other enterprise applications available in their IT ecosystem.One such challenge is the ability to understand the relationship between your custom object databases, workflow automations, service catalogue items and forms. As businesses evolve, employees sunset their journeys, your operational platform should be upto-date.We recommend our customers to leverage custom objects in the first place for the below advantages.  Remove the need to hard code information in your automations. Minimize duplication of configurations such as duplicating form data in service catalogue forms and ticket fields. Manage configurations via APIs by integrating Freshservice custom object databases. Example: Lets imagine a service management process involving approvals for governance. Automations seize to trigger approvals to the concerned user or delegate approvals to authorized personnel, when they are no longer with your organization. Understanding which custom object databases to update, automation services and service catalogue forms that are leverage these databases need to be identified to ensure changes are in place before service management takes a hit ! Solution:Review automations and export all variables to custom objects. This will help you identify automations that have a static business logic, all variables leveraged in the automation can now be managed using Custom Objects and credentials using the credential store in Freshservice.   Build a CMDB and service management framework to manage the lifecycle of your custom objects. Consider Custom Object tables as databases managed in your asset inventory and Workflows as microservices.   Below is an example of a dependency map documented as a CMDB entry. If a change is needed to be made to a custom object, govern the process via a change request.Now, lets look at an employee offboarding process that is operational in Freshservice and a user that is part of the custom object table leaves the organization the request may not move forward as the approver is no longer with the organization, automations can now be designed to perform custom object validations and notify agents about changes needed to operations in Freshservice. Custom object databases can be managed easily by automatically create a change request in such scenarios and ensure the offboarding processes continue as defined with minimal outages and maximum visibility. The change request can now yield the below results, that will help you identify the related services that are associated to this custom object table.  Automate the process further by defining workflows that update these custom object tables via API and easily manage these routine tasks that are required to manage the sanity of your databases. Hope this helps you manage Freshservice better ! 

1
10 months ago
Skilled Expert
martin.jSkilled Expert

Add Tablular information to Service Request formClosed

We are starting to add HR into Freshervice, and looking to digitize their processes and forms. There are several of the forms that require information to be entered in a table format, such as existing Roster (below screenshot). Is there a way / suggestion on how best to achieve this?I don't particularly feel like creating each day/row as a field, as it will be a lot of fields, and not look great. Is there an option to add a free text table to a SR?

1
J Heinze
10 months ago
sunandamishra29
Apprentice
sunandamishra29Apprentice

Trademark Registration in IndiaSubmitted

Get your trademark registered in India quickly and easily with Setindiabiz. Our expert services ensure a smooth and hassle-free trademark registration process. Apply online today! Visit here: https://www.setindiabiz.com/trademark-registration

0
sunandamishra29
Apprentice
10 months ago
Apprentice
David-FlintoffApprentice

Convert Live Conversations into Freshdesk Tickets Using Voice-Based InputSubmitted

Hi Freshworks community,I’d like to suggest an idea focused on improving how support interactions are converted into structured tickets inside Freshdesk.The challengeSupport agents often handle conversations across calls, internal discussions, or quick handoffs. Important details issue summaries, next steps, or follow-ups—are usually typed into Freshdesk after the interaction, which can slow agents down and sometimes lead to incomplete ticket context.The ideaIntroduce voice-based input as an optional layer through integrations with tools like Gennie, allowing agents to speak ticket details naturally and sync them into Freshdesk.Potential use cases include: Converting call conversations into ticket descriptions using voice Adding internal notes or summaries hands-free Creating follow-up tasks or reminders without breaking flow Capturing key customer context immediately after interactions Freshdesk would continue to be the system of record, while voice acts as a faster input method during high-volume or real-time support scenarios.Why this could help Faster ticket creation during busy support hours More accurate and complete ticket context Reduced agent fatigue from repetitive typing Improved response quality and follow-through Would love to hear from other Freshdesk users: Where does ticket creation or updating slow agents down most? Would voice-based input add value to your support workflows?

0
Apprentice
10 months ago
Apprentice
David-FlintoffApprentice

Add Voice-Based Updates for Tasks, Notes, and Deals in FreshsalesSubmitted

Hi Freshworks community,I’d like to suggest an idea around enabling voice-based CRM updates in Freshsales, especially for sales teams who spend a lot of time on calls, meetings, or multitasking throughout the day.Problem this solvesIn many sales workflows, notes, follow-ups, and deal updates are entered after conversations end. This often leads to delayed updates, missed context, or incomplete CRM data particularly for high-volume sales teams.The ideaSupport voice-based task and record updates through integrations with tools like Gennie, allowing users to speak updates naturally and sync them with Freshsales.Example use cases could include: Adding notes to Leads, Contacts, or Deals using voice Creating follow-up tasks immediately after calls Logging quick call summaries hands-free Updating reminders or next steps without switching screens Freshsales would remain the system of record, while voice acts as an optional input method to make CRM updates faster and more accurate.Why this could be valuable Reduces manual data entry Improves CRM hygiene and adoption Helps teams capture context in real time Supports remote, inside sales, and mobile workflows Would love to hear feedback from the community on where voice-based input could add the most value in Freshsales.

0
Apprentice
10 months ago
liftstein
Apprentice
liftsteinApprentice

Looking for a reliable forklift supplier in UAE – any recommendations?Submitted

Liftstein Middle East offers more than just forklifts for sale. They provide electric, diesel, and gas forklifts, along with professional forklift maintenance and genuine spare parts. Their focus is on reducing downtime and keeping operations running smoothly.

0
liftstein
Apprentice
10 months ago
Apprentice
spolatchekApprentice

Folder Structure for Workflow Automator: Organize, Filter, and ScaleSubmitted

Problem:As Workflow Automations grow, the current “flat list” becomes hard to manage. When you have dozens (or hundreds) of automations, it’s difficult to quickly find the right one, understand what’s in use, and keep things clean over time.Request:Add a folder (or category) structure for Workflow Automator and similar automation areas, so admins can store and organize automations in a way that matches real operations.What this should enable: Create folders and subfolders (example: Department > Process > Use Case) Move/copy automations between folders Filter views by folder Optional “system” folders or labels like: Active Inactive / Disabled Draft / Testing Templates Deprecated / Do Not Use Why this is valuable: Faster navigation: find automations quickly without scrolling/searching forever Better visibility: instantly see what’s active vs inactive, what’s being tested, what’s legacy Cleaner governance: supports ownership by team, prevents duplication, and reduces accidents Scales with growth: makes the product usable for larger environments and setups Safer operations: easier to separate “production” from “testing” automations Outcome:Folders (plus basic lifecycle organization) would make Workflow Automator significantly easier to manage at scale, improving admin efficiency and reducing mistakes.

0
Apprentice
10 months ago
DigitalGrowth
Apprentice
DigitalGrowthApprentice

Why Every Business Needs a Digital Growth StrategyClosed

In today’s digital era, having a clear and effective digital growth strategy is crucial for any business aiming to thrive. This strategy helps businesses focus their efforts on the right digital channels, optimize marketing spend, and engage their target audience more effectively. Without it, companies risk falling behind competitors, missing opportunities, and wasting resources on uncoordinated efforts. A digital growth strategy provides a roadmap to increase online visibility, generate qualified leads, and drive sustainable revenue growth by leveraging tools like SEO, social media, content marketing, and data analytics. Simply put, it’s the foundation for long-term success in a technology-driven market.

1
oliverstone
10 months ago
Joshua.Lawrence
Top Contributor ⭐
Joshua.LawrenceTop Contributor ⭐

Custom Journey TypesSubmitted

As we expand the number of journeys within Freshservice, it’s important for organisations to have greater flexibility in managing journey types and granting the ability to create custom types aligned with business requirements. Currently, we’re forced to categorise most journeys under ‘Others’ because the default fields do not meet business needs. Enabling custom journey types will allow organisations to group similar journeys, making filtering and analytics more efficient​@Kamakshi V ​@Jatin Rastogi  ​@AkshayY 

0
Joshua.Lawrence
Top Contributor ⭐
10 months ago
Apprentice
HelloworldFDuserApprentice

Ability to update Resolution Due (Due Date) in bulkSubmitted

It would be extremely helpful to have the ability to update due date (Resolution Due) for multiple or all selected tickets in bulk. I have a high volume of tickets and I update dates to match Engineering sprint release dates. (We link our Freshdesk tickets to Jiras.) Currently I have to do this one-by-one and it is very manual and time consuming.

1
chloeree94949
10 months ago
Skilled Expert
Cara

Workflow Automator - Ability to have multiple branches off of a ConditionFuture Consideration

You should be able to have multiple branches off of a condition. Then in the condition be able to specify which branch it goes to based on what part of the condition.  Use case would be if a customer selects a certain option within a dropdown. Instead of having to create multiple conditions based on the same field, you should be able to say Run this condition on this field. If they select option 1 it goes down this branch, if they select option 2 it follows this branch, etc. It is cleaner and easier to read in the workflow. Also means there is no yes and no condition and having to build the same rule multiple times with the same field but for each.  Then be able to bring the workflow back to the same branch e.g. after that condition is met (as it may go to different teams based on the selection but then always follow the same workflow after, you should be able to direct it back to the same flow.

3
kpatterson
10 months ago
AbominableSnowmin
Contributor
AbominableSnowminContributor

Allow bulk update of tickets to REMOVE tagsSubmitted

When performing a bulk update of tickets, it’s possible to add information such as tags.There does not appear to be any way to remove existing tags from selected tickets.This would be very helpful!

0
AbominableSnowmin
Contributor
10 months ago
Contributor
SarikaContributor

'Send activation email' in contact cardClosed

Hi!We don’t use customer portal. The button ‘Send activation mail’ in the contact card triggers email towards customer. Agents have been informed however accidentally the button can be clicked. Would be great to have the control of visibility towards agents via roles.      Br, Sarika

1
10 months ago
Apprentice
athomas207Apprentice

Disk free space reportingSubmitted

It would be great if free disk space was exposed as an asset field for reporting. The information is already being collected by the FS agent, but visibility appears to be limited to the asset detail/components page.Ideally there would be a built-in report to provide a list of assets nearing a critical free space limit (10% free or lower, for example).

1
azulakj
Active Contributor
10 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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