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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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Active Contributor
vrc.WilliamActive Contributor

Improve Round Robin Ticket Distribution Accuracy & FairnessSubmitted

Freshdesk’s current Round Robin ticket distribution often results in uneven and inaccurate assignment, which creates workload imbalance across agents and adds unnecessary management overhead.In real-world usage, agents frequently end up with dramatically different ticket counts (for example: Agent A = 5 tickets, Agent B = 1 ticket, Agent C = 0 tickets), even when all agents are actively in the queue. This occurs despite automation rules and consistent queue usage.Proposed ImprovementsRound Robin distribution should account for true agent workload and participation, not just queue order. Specifically, it should track: Agents currently in the queue Number of tickets assigned to each agent per day Exclude tickets that were deleted or merged (these should not count toward distribution) Optional consideration of total active/open tickets per agent (load-based distribution) Reset daily distribution counts at midnight This would ensure assignments are fair, predictable, and aligned with actual work performed.Common Scenarios That Break Distribution Today From day-to-day support operations, these situations consistently disrupt Round Robin accuracy from my testing. Auto-generated email tickets Some systems send unavoidable automated emails (delivery failures, out-of-office replies, etc.). Even when these tickets are immediately auto-deleted via automation, they still appear to affect Round Robin distribution. After-hours ticket intake Tickets received overnight are assigned automatically to agents who remain in the queue. This is intentional to prevent missed assignments, but it skews distribution the following day since those tickets already counted toward Round Robin. Ticket merges When a new ticket is merged into an existing one (for example, when a customer replies incorrectly, creating a new ticket), the merged ticket still appears to count toward assignment totals, even though no new work was created. Queue re-entry behavior When agents leave the queue for lunch and rejoin, they appear to be placed at the “top” of the rotation, receiving the next ticket regardless of how many tickets they’ve already handled that day. Tracking daily assignment counts per agent would make Round Robin significantly more transparent and fair in these scenarios.Bonus / Advanced Options (Optional but Powerful) Load-aware distribution Prefer agents with fewer open tickets when assigning new ones. Resolution-time awareness Very short-lived tickets (e.g., opened and closed within 30–60 seconds) should optionally not count toward Round Robin distribution totals, as they don’t represent meaningful workload. Expected Benefits Fairer ticket distribution across agents Less manual intervention by managers Improved morale and perceived fairness More accurate reporting and workload balancing Better alignment with real-world support workflows

0
Active Contributor
10 months ago
AbominableSnowmin
Contributor
AbominableSnowminContributor

Allow Role Assignment to Agents directly from the Role edit screenSubmitted

The ability to administer roll assignments for agents directly from the role editing screen would be a good convention to make managing role assignments more streamlined and consistent.When every agent has to be individually assigned roles, this invites inconsistency and misconfiguration, leading overall to more risk.  Role/Permissions management should allow standardized assignment. The system would benefit from a way to assign roles in a standardized way

0
AbominableSnowmin
Contributor
10 months ago
Skilled Expert
maghedSkilled Expert

RolesFuture Consideration

Idea 1:Currently, roles can only be assigned directly on the agents. However it would be much better if we also could assign roles to groups so that all group members get correct roles. This would simplify maintenance and provide more integrity to access management in the system.  Idea 2:Add the ability to see/review which agent has what role without needing to go in to each agent record.

3
AbominableSnowmin
Contributor
10 months ago
AbominableSnowmin
Contributor
AbominableSnowminContributor

Allow viewing of on-call calendars by non-group membersSubmitted

On an IT team, it is often helpful for members of the team to have the ability to see on-call calendars even for groups they are not a member of.  Suggest adding a permission which will allow viewing of all (or some, if possible) on-call calendars even if not a member of the assigned group.

2
AbominableSnowmin
Contributor
10 months ago
Daren
Apprentice
DarenApprentice

Location: management and reporting needsFuture Consideration

Location management in Freshservice is still a major problem for administrators and customers. While it improved with the ability to use Locations as a Data Source field in tickets and service requests, there’s a lot of work that still needs to be done to make it not agonizing to use in practice.You cannot report on Locations in Analytics, because you can’t report on a data source field. You can report on Requester location, but not on Location itself. There’s no practical provision to close a location. If you close a location, you have two primary options: remove the location from the location list—which removes the Location field information for any Incident or SR ticket that was ever assigned there, and rendering the prospect of reporting on ticket history by Location useless; or hide the location from requesters and agents—which requires one Business Rule for Forms for the Incident form, and one ticket for each and every SR that uses Location as a field. SR BRFs cannot be cloned, so each of those rules must be created and maintained by hand. I’ve done it, and It’s a nightmare! There’s also no documented method to move a location. Say a company uses areas and regions to organize stores within a country instead of (or in addition to) states/provinces. How do you move a location from one area or region to another? If you import a new set of Locations via CSV, does it look for existing locations by name and update the existing set like it does for requesters, or will it just overwrite the current information and disassociate your existing tickets? The KB article has no information on this process. I did just discover that you can move a location by changing the Parent Location field and updating it, but this isn’t documented as far as I can tell, and it should be. Furthermore, if a company is reorganizing its locations en masse, handling this one-by-one by hand will be another nightmare: it doesn’t scale well at all.Feature requests to correct these issues:Allow reporting on data source fields, including Locations. Provide a toggle switch (or some similar function) to hide any specific location from new forms of all types, but still allow it to be visible and reportable in Analytics. Let us just… turn Locations on and off! In one place! Alternatively, provide the option to make a Location-related BRF that can be applied to all SRs. This isn’t as good as a toggle switch because we’re still then responsible for hiding locations across multiple BRFs, but it’s better than what we have now. Provide a useful, non-destructive, and documented method to batch-update existing Locations.Thank you for making such a useful product; implementing these ideas will make an overlooked-yet-critical feature vastly more useful and flexible. I appreciate your time and attention! 😊

1
AbominableSnowmin
Contributor
10 months ago
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐

Ability to Search AlertsDelivered

We are just starting to use FreshService to gather alerts from several disparate applications - However, I noticed during my normal utilization that there is no way to search an alert using the bar at the top of the FreshService page. Normally, when you put a search term in there and hit enter, you are met with a second screen where you can use the bubbles to filter by the specific type of item you are attempting to filter - however, Alerts aren’t in that list.Ideally, we should have a bubble for Alerts, that would allow us to search them using the search term we have provided.Additionally, I feel like the Message and Additional Info fields should be indexed and searchable - but it appears that they are not. Making these changes will make the Alerts page a much better product that can be used in production environments.

4
Kamakshi
10 months ago
joly556
Apprentice
joly556Apprentice

Exploring Freshdesk Integrations for Better Customer ExperienceClosed

I’m really interested in how Freshdesk integrations can streamline customer interactions and improve overall service quality. For example, many businesses like car rental and transport services rely on fast response times and clear communication to keep their customers happy. I’ve seen companies improve workflows by connecting Freshdesk with their booking systems, which makes the whole process smoother for both staff and clients.One great example is in the car hire industry—platforms like Purple Diamond Cars focus on reliability and customer satisfaction, and integrations like these can make customer support even more seamless.What integrations have you found most helpful in improving customer engagement?

1
heritagefort21
10 months ago
Contributor
rebodetContributor

Enable update of Holidays via API or ImportSubmitted

Manually updating holidays is time consuming if you have multiple Business Hours.  Please enable updating Holidays via API or by importing from CSV. The current method of importing holidays is inefficient, because I have to delete 60% of the Holidays that are added (e.g., Valentine's Day, Cinco de Mayo, Mother’s Day)

1
Skilled Expert
10 months ago
Skilled Expert
Cara

Workflow - Approval StagesSubmitted

As we have API requests for approvals so that we can have agent group approvals to individuals and is automatically updated when people come and go out of a team. You should be able to set an action (if there are multiple approvals) to check ALL approvals have been approved so set an approval chain OR even be able to reset the Approval Status to Requested or Not Requested so that it can be re-run for the next stage. Or even an action where you can set the approval to Approval Group 1 and the next to Approval Group 2, then add that as a condition you can check.

2
Skilled Expert
10 months ago
AbominableSnowmin
Contributor
AbominableSnowminContributor

Freddy Insights should analyze the Knowledge Base statisticsSubmitted

The ability to query knowledge base articles using Freddy AI insights would be very helpful.  Examples of queries:Articles which have not been updated since creation grouped by year Total articles by author Total solution views in the last X, grouped by category

0
AbominableSnowmin
Contributor
10 months ago
Skilled Expert
anthony castanoSkilled Expert

Enhance Solutions Knowledge Base with Filtering OptionsFuture Consideration

To improve the usability and efficiency of our knowledge base, I propose adding advanced filtering options that allow users to filter articles based on at least the following criteria: Status: Users should be able to filter articles by their status (e.g., Draft, Published). This will help users quickly find the most relevant and up-to-date information. Author: Allowing users to filter articles by author will enable them to find content created by specific individuals, which can be particularly useful for locating expert opinions or following contributions from key team members. Benefits:Improved Search Efficiency: Users can quickly narrow down search results, saving time and increasing productivity. Enhanced User Experience: Providing more granular filtering options will make the knowledge base more user-friendly and intuitive. Better Content Management: Authors and administrators can more easily manage and track the status of their articles.

1
AbominableSnowmin
Contributor
10 months ago
Skilled Expert
Cara

Change Workflow - Lifecycle StageSubmitted

Can the Lifecycle Stage please be added to the workflow so we can add it as a condition to check?

2
Skilled Expert
10 months ago
Apprentice
gkettApprentice

Identify tickets with no time loggedClosed

Is there a way I can pull a list of tickets which do not have any time logged against them? I need a way to identify where agents may have forgotten to add their time to tasks.

2
dmonroe
10 months ago
Apprentice
Pankaj.chaudharyApprentice

Assign group as an owner/Reviewer to Knowledge BaseSubmitted

There should be an field to select the existing group as an owner or reviewer of the Knowledge base.This will help the Knowledge Manager to reach out to group of people, when it’s time to review the article, instead of just 1 owner,

0
Apprentice
10 months ago
Skilled Expert
Cara

Tags - Change RequestsSubmitted

Why is there no option to add a tag to a Change request or Change Task. Can this please be added?

0
Skilled Expert
10 months ago
Hubert.Panszczyk
Top Contributor ⭐
Hubert.PanszczykTop Contributor ⭐

Holding off on adding the note until the graphics are addedSubmitted

When we create a note and want to upload an image to it, the “Add Note” button does not get blocked. This causes the image to be removed if we click the button before the upload is completed. My suggestion is either to disable the “Add Note” button until the image finishes uploading, or to queue the actions in Fresh so that images upload first and only then the system adds the note.  

0
Hubert.Panszczyk
Top Contributor ⭐
10 months ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Supervisor execution logsClosed

From a troubleshooting perspective, similar to the Workflow automator execution logs, it would be nice to have some sort of supervisor rule execution log that shows all tickets a supervisor was run on. This would allow us to see if things are triggering more/as/less often than desired for a specific rule more proactively after implementation into production rather than having to wait for a user to complain about something not happening when desired OR something happens every hour (and being able to isolate if it is a specific ticket issue, or a global config issue).

1
ruralrob
10 months ago
Skilled Expert
Cara

Tag List Counter - Access what it is linked toSubmitted

In the tag list, it gives you a counter of what tickets, requesters or articles that tag is used in but does not tell you which ones they are. If you click on those, it does nothing. You should be able to click on it and be taken to a list of Requesters, Articles and Workflow or Tickets that the Tag is used in so you can amend or fix or remove or update those accordingly. Similarly if you are in there you should be able to link that tag to one of them as well. Tags - Manually add to Tag List (Hard Code) | Freshworks Community

0
Skilled Expert
10 months ago
Contributor
fernandonjardimContributor

Creating public calendar link for freshsalesSubmitted

Creating a Calendly feature, so I can send a public link for people to book meetings with me

2
Contributor
10 months ago
Contributor
ollyContributor

Auto save ticket notesSubmitted

Automatically save what an agent writes in public and private notes.Currently when an agent writes a note, Freshservice does not save it, so if the agent refreshes or closes the tab, what they wrote is lost.This is unintuitive, as when writing a ticket reply, Freshservice saves what they wrote, so even if they refresh or close the tab, what they wrote is saved.

0
Contributor
10 months ago
FunkyFritter
Apprentice
FunkyFritterApprentice

Auto SaveFuture Consideration

When writing articles in the Solutions or knowledge base section of FreshService, it can be a dangerous game there is no auto save. Not sure why in 2025 there is no autosave but it sure does suck when you spend an hour working on something and lose it. You can’t even write it in a Google Doc and copy and paste because it loses the formatting. An auto-save feature should be top of the list, but the entire screen could use some modernization and formatting features. 

1
Contributor
10 months ago
AmalinaQ
Apprentice
AmalinaQApprentice

Mandate Asset field based on Asset StateUnder Review

I would like to request a feature that allow us to mandate certain field in Asset module when asset state is set to certain value. It caused incomplete data record and improper asset tracking. Due to our business operation, we have more than 10 site office. Thus, i need every asset assigned with a site office detail when asset is set to “In Use”Currently the Asset module doesn’t provide any way to enforce required fields. Unlike the ticket, change or service item that we can configure through business rule. This creates issues where assets move from one state to another, but important fields are left blank because there’s no validation.For example, when an asset moves to “In Use,” we may want to require “Assigned To,” “Location,” or other key fields — but we can’t enforce this today.Adding conditional mandatory fields would help: Improve data accuracy and completeness Ensure proper asset tracking throughout the lifecycle Reduce manual follow-up and errors This would be extremely useful for us who rely heavily on asset data to ensure accurate tracking.

6
Skilled Expert
10 months ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Ability to duplicate solution articles and foldersFuture Consideration

I am reviving another idea from the past as it has not been implemented:Please allow us to duplicate solution articles and folders with one simple button. Same as it is possible with workflows/service items and so on.Currently we need to create a new article and copy past all the contents - no good uxThis is a must have feature. Thankstag: @afautley @Daniel Söderlund idea from: 

3
volcanicdove
11 months ago
Active Contributor
halvorsondActive Contributor

Requester Widget & FlyoutSubmitted

The current implementation of the requester widget and flyout needs to be expanded to be able to customize the fields shown both in the pinned (in widget), and in the flyout state.  The current stance doesnt allow for important fields to be shown. In addition, it seems odd that Freshworks has created multiple renditions of apps that provide overlapping functionality for some of this, but they are all separate apps.   If the feature was advanced and expanded, it would likely remove the need for an additional 2-4 apps!

0
Active Contributor
11 months ago
Skilled Expert
RobinHenSkilled Expert

Show custom Paragraph fields in AnalyticsPlanned

Hello, We have a custom paragraph field that is used to log company specific information in our changes.I need to create reports based on checking whether the field is filled in or empty, but I cannot do this because custom paragraph fields are not displayed in the Analytics module. kr,Robin 

2
Amrit Mishra
11 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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