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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
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

FUP limits the ability to view year over year trendsDelivered

Being fairly new to Freshservice (we moved over in 2021), we were excited to finally reach a point where our “year-over-year” reporting is actually able to show trends such as what time of year we seeing upticks in ticket count, upticks in new hires, etc. Up to now we’ve had to manually pull numbers into Excel to combine our old system counts with Freshservice since it’s hard to know a trend from a spike with less than 2 years of data!Now the FUP program has been announced that will require us to restrict our reporting to no more than a 2 year period!  So we’re going back to the same boat of having to manually pull data to Excel for reporting :(  I can appreciate the concerns prompting FUP but it feels like there should be a way to permit an exception.  Possible workbooks that have only a single page or are limited to the number of widgets?  We don’t need to see most of our analytics back further than 1-2 years but there are a few instances where that extended trend is really important.

8
Daniel Söderlund
10 months ago
Contributor
Åsa TjernqvistContributor

Project portfolio managementSubmitted

In the Project module there is no functionality to look at the project grouped in different portfolios and look at the status of the projects. The status could for example be how the project is performing based on cost and also based on time. The different status could be in different colors that show green, yellow, red for example. This should be possible to show on a board for projects.

0
Contributor
10 months ago
AbominableSnowmin
Contributor
AbominableSnowminContributor

Allow Software Asset Custom Fields to use LookupsSubmitted

When managing Software fields in Asset Management module, there is no provision to add a lookup field for Group.   It is possible to add a dropdown, but not one with a lookup.The ability to add a lookup field would be a major functionality improvement for Software Asset records.

0
AbominableSnowmin
Contributor
10 months ago
Apprentice
Rolf.StrandellApprentice

Gantt view in Task ViewSubmitted

The ability to view subtasks in gantt view in a task could help planning of our projects and tasks.

0
Apprentice
10 months ago
Apprentice
Niclas StockholmApprentice

Ability to select "all" in dropdown menuSubmitted

When searching through tickets made by colleagues, it has been requested to have an “All” option in the dropdown, to see all tickets made by the company in the same view. Otherwise you could select tickets made by yourself or specific colleagues only.    

0
Apprentice
10 months ago
MikeJudge
Apprentice
MikeJudgeApprentice

Roadmap Request: Custom AI Chatbot Integration for Freshdesk - IMike Judge UK Gov (NDPB) IT Team member.Submitted

Hi Freshdesk/Freshworks team,I’ve recently been investigating ways to integrate an AI chatbot with our Freshdesk service desk. So far, the only practical approach I can see is to build something externally using API connections into Freshdesk.I’ve been disappointed to find there doesn’t seem to be a straightforward way to integrate a custom, configurable chatbot directly within our IT team’s Freshdesk experience (ideally embedded in our day‑to‑day workflow), to improve accessibility and self‑service.What we’re looking for is a chatbot that can be configured to:Query and report on tickets, including open / closed / pending statuses Support common ticket actions (e.g., status updates) Help out IT Team navigate and make better use of our Solutions / Knowledge Base, which we’ve built up over the yearsDo Freshdesk have any plans on the roadmap to provide a built-in service like this within Freshdesk, rather than relying primarily on custom API development

0
MikeJudge
Apprentice
10 months ago
Apprentice
matthew.osmanApprentice

New version is missing scroll barUnder Review

The new version that just launched is missing a scroll bar and it is causing issues. Could you please add the scroll bar back?  

10
Kamakshi
10 months ago
SfrsDL
Contributor
SfrsDLContributor

Cart / Basket for Service CatalogSubmitted

Please add a cart / basket for the service desk so multiple items can be created with the same ticket.I know you can already add  ‘Additional Items’ however that would mean making an entire list of the complete catalog as an additional item for each item, which is just not feasible.

0
SfrsDL
Contributor
10 months ago
JTAVOLARO
Top Contributor ⭐
JTAVOLAROTop Contributor ⭐

Workflow with condition loopDelivered

wishing there was a method to loop, or call part of a workflow… e.g. having multiple condition statements that would run in sequence regardless of the previous condition’s result.

2
Kamakshi
10 months ago
Contributor
jhall23Contributor

Work Flow Automartion for Service item stageDelivered

Hi Guys,Is there a way to use workflow automator to trigger an action if a service stage changes from one to another?For example, if the stage changes from Anything to Fulfilled then trigger an action?Much like with Service Request Approvals, if it changes from anything to approved then trigger an action.I cant seem to work out how to do it with a stage change on the requested item.Thanks! 

12
Kamakshi
10 months ago
Skilled Expert
Cara

Tags - Manually add to Tag List (Hard Code)Submitted

You should be able to manually add a tag into the Tag list so you can reference it in a workflow and for it to give a warning when someone deletes it that it is associated to a workflow and should not be deleted.

7
Daniel Söderlund
10 months ago
AbominableSnowmin
Contributor
AbominableSnowminContributor

Show associated tickets/incidents on Change recordSubmitted

If an Incident is associated with a change “change causing this incident” the Incident is not displayed on the Change > Associations > Tickets caused by this change list.

4
Will Smith_ClothingRIC
10 months ago
Contributor
jwagnerContributor

Restrict 'Activation Email' Option for Agents with View-Only Contact AccessSubmitted

Hi, When agents are given view-only access to contact information, they cannot update End-User details—which is expected. However, they are still able to send activation emails to contacts. We'd like to request a review of this behavior to ensure it aligns with the intended access restrictions. Thanks.

1
Contributor
10 months ago
Contributor
jwagnerContributor

Remove 'Neutral' Option from Customer Satisfaction DashboardSubmitted

Hi,We currently use only two scale points in the Customer Satisfaction Survey (Good vs. Bad), but the "Neutral" option still appears on the Dashboard and can’t be removed.It would be great to have the flexibility to configure the Dashboard to reflect only the options we actually use in the survey. This would help ensure consistency and avoid any confusion when reviewing the results.Thanks,

1
Contributor
10 months ago
Contributor
jwagnerContributor

Remove Outline Box from Canned ResponsesSubmitted

HI,It would be great if you could remove the outline box from Canned Responses. That way, the end-user won't immediately notice it's an automatic reply.In the agent’s view, this box doesn’t appear—which is correct. End-User view:  

1
Contributor
10 months ago
Contributor
jwagnerContributor

Issue: When adding/removing column from one view, all the other views updates automaticallySubmitted

Hi,We create multiple views with different column configurations. However, when one view is updated—by adding, removing, or reordering columns—all other views are automatically updated as well.This behavior is quite inconvenient, as we need to adjust columns daily, and these changes unintentionally impact other views.Could you please advise if there’s a way to prevent this?Thanks,

0
Contributor
10 months ago
Apprentice
Sophie_KeysApprentice

Make Managed by Group Workspace Specific for AssetsSubmitted

We are running into an issue with asset management due to having 2 workspaces with assets enabled. When selecting Managed by Group in the secondary workspace’s inventory, it brings up the groups from our primary workspace instead.It would be much more useful to have this field pull the groups from the appropriate workspace, like it does if you are an admin on the account.

0
Apprentice
10 months ago
Contributor
jwagnerContributor

Add “All Tickets” Option in End-User Portal FilterSubmitted

Hi,We’ve been receiving a lot of questions from customers regarding the portal view.When clients access the portal, they can initially see all tickets (for those who have permission to view all tickets). However, if they select any option in the ‘Created by’ filter—such as ‘Myself’ or ‘Other requester’—they are unable to return to the full ticket view, even after refreshing the page. This is quite frustrating from the customer’s perspective.It would be very helpful to have an ‘All Tickets’ option available in the dropdown list for the ‘Created by’ filter in the End-User Portal.Thanks,

0
Contributor
10 months ago
Contributor
jwagnerContributor

End-User Portal - Ticket Status FilterSubmitted

Hi,It would be great to have separate options in the Ticket Status filter on the End-User Portal, such as: Open, Pending, Resolved, Closed, instead of the current grouping: “Open or Pending” and “Resolved or Closed.”Additionally, it’s very important that these statuses reflect the labels we defined for customers in the Status field (within the Ticket Fields section). Currently, the Ticket Status filter selection displays the naming used for Agents rather than the customer-facing labels we configured. This creates confusion for customers—for example, when a ticket is marked as Open on our side, it should correspond to Pending on their side, and vice-versa.   

0
Contributor
10 months ago
Apprentice
mcerralvoApprentice

Why must I take my hand off the Keyboard and reach for the Mouse?Submitted

When pasting text into the ticket, I get this prompt: Due to limited functionality on this popup window, there is no default cursor position on CLEAN or KEEP.  And, I cannot tab anywhere on this popup.  Instead, I must grab the mouse and click either CLEAN OR KEEP.  The keyboard is KING when the desire is efficiency, so please fix this.I need UPVOTES to get this fixed please!!TYMatthew

0
Apprentice
10 months ago
Apprentice
mcerralvoApprentice

Cannot re-order PROJECT names shown in the Atlassian JIRA Plus PluginSubmitted

My projects are named Peanuts, Cashews, Walnuts, and Pecans. and that’s the order they appear in in the list when I go to create a JIRA from a FreshDesk ticket using the updated Atlassian Plus Plugin.   See screenshot below.Over time, project Peanuts is now no longer the common project selected, but it is still required.  Now, 3 years later, I select Cashews 99% of the time.The problem is, Peanuts is always the default project when I create my JIRA, and because of lack of functionality, I cannot RE-ORDER the list of projects in a new, desired order:  Cashews, Walnuts, Pecans and finally Peanuts.Please UPVOTE this enhancement request so that the FD Developers realize how necessary this simple enhancement is in making JIRA ticket creation from the plugin more efficient.THANKS!Matthew 

0
Apprentice
10 months ago
Contributor
stevenhContributor

Improvement for collecting input from stakeholders for software during offboardingSubmitted

Software Stakeholder Input during Offboarding: Support Custom Fields for Advanced SettingsCurrently during the offboarding process, I can configure the offboarding workflow to get input from a stakeholder on what to do with software assigned to the offboarding user. I can apply a filter for the software but only for the status. The limitation of this filter is that it’s more-or-less an all or nothing filter. I only need input regarding a few pieces of software. Most of the time, software is going to be unassigned and returned to the available pool at offboarding and you don’t need any input from anyone. However, some software does require input. If the Advanced Settings supported custom fields, I could track what needs input during offboarding and what doesn’t and filter accordingly.The goal is to not waste the stakeholder’s time providing input for software where the action isn’t really up to them and only get the input from what they can actually make a decision on. 

0
Contributor
10 months ago
markwilson01
Apprentice
markwilson01Apprentice

Top Mobile App Development Company in India | Best App DevelopersClosed

We are the top mobile application development company in India having 10+ years of experience in Custom iOS & Android Mobile app development Services. Hire Best App developers from Quytech.

1
NikitaNextwebi
10 months ago
gnair
Apprentice
gnairApprentice

Feature Request: Two-Way Sync for Google Admin (ChromeOS/Chromebook) AssetsSubmitted

Enable Two-Way Synchronization Between Google Admin Console and Freshservice ChromeOS Device AssetsDescription:Currently, the ChromeOS Device Discovery in Freshservice provides a one-way sync that imports Chromebook asset data from the Google Admin Console into Freshservice. This helps keep our asset inventory up to date, but limits the ability to manage and maintain Chromebook information efficiently across both systems.We are requesting that Freshservice introduce a two-way sync capability, allowing select editable fields to be pushed back from Freshservice to the Google Admin Console.Business Need / Use Case: Our team frequently updates asset information such as: Assigned user Location / department Asset tags Notes / ownership info These fields must also be kept accurate within Google Admin for proper device management, assignment, and auditing. Because the current integration is one-way, any updates made in Freshservice require manual duplication in Google Admin, increasing workload and risk of inconsistent data. A two-way sync would streamline asset lifecycle management and eliminate redundant administrative tasks. Requested Functionality: Two-way data synchronization for key Chromebook fields (e.g., user, asset ID, location, notes). Ability to configure which fields should sync bi-directionally vs. one-way. Sync scheduling options (e.g., real-time, hourly, daily). Full audit logs for changes made via sync to Google Admin. Impact:This enhancement would: Improve data consistency between Freshservice and Google Admin Reduce administrative overhead Streamline IT asset lifecycle management Improve accuracy for audits and reporting Enhance Freshservice’s value as a single source of truth for IT assets Priority: High — affects daily operational efficiency for Chromebook fleets.Optional Add-on:If direct two-way sync is not feasible short-term, an API-based “write-back” option or webhook-based update mechanism would still provide significant value.

0
gnair
Apprentice
10 months ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Expand Alert reopen interval to include daysSubmitted

Hopefully a simple request. In the monitoring tools, the Alert reopen interval allows for minutes or hours. This is good for most things, however for our use case we’re experiencing unnecessary tickets due to being restricted to a 24 hour reopen interval.  Use case below: We’ve setup a monitoring tool with a vendor so that when a ticket alerting us to an issue on their side, the email flows into FS via alerts so that only one person is able to work on a team, auto assignment happens, etc.When new comments are posted, the notifications all flow into the same original incident, however when the ticket is resolved on our side, a day or two later the vendor will automatically email out asking for “customer approval” on the ticket, then again a week later (at this point the emails stop). The same resource is parsed out on each (which is what alerts are grouping under) but the 24 hour restriction means I now have 3 tickets for the issue instead of 1. While training people on the team to wait to close until they render an approval is possible, I think this use case, as well as others, would merit an expansion of the criteria to be able to accept days (max 30?)  Unless of course some of you have thoughts on how to get “around” this/shameless upvote plug? ​@mbutler ​@Daniel Söderlund ​@msconfig87 ​@zachary.king ​@DanielRuff 

0
Medic1334
Top 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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