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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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H22
Apprentice
H22Apprentice

Feature Request: Delayed email send feature?Future Consideration

Does anyone else want a delayed send on emails and ticket responses? I personally don’t care how it affects the SLA and would prefer to have some of our emails replied to during higher staffing hours. This would be a relatively simple, but powerful feature to add to freshdesk. 

9
Integriq
11 months ago
Contributor
juneContributor

Scheduled ResponsesClosed

Dear Freshbook,   First, thank you for a great ticket system!  I have a feature request, please.   Would you please consider creating Scheduled Replies?  For example, I can compose replies at night and schedule them to send during normal business hours?   I do not want the client to know I am working at night. I prefer them to receive my reply in the morning at a time I set.   Respectfully, JD

11
Integriq
11 months ago
Apprentice
JackiticketApprentice

Freshdesk - Delay Sending EmailClosed

We could benefit from being able to “send” emails but have them sent on a delay. Allowing for emails to actual be delivered several hours after they were “sent” by our staff. Is this something in the works?

5
Integriq
11 months ago
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐

Loops needed in Workflow AutomatorFuture Consideration

I recently setup an emergency notification system in the event of a Major Incident. My requirements for this project were to call & email approximately 35 people when a major incident occurs or when an incent is upgraded to a major incident.My first inclination was to create a custom object and add the 35 people needed to that list - boy am I happy I didn’t do that, because I noticed there is no way to get every value out of a custom list. You can get a single value, but not every value.We really need a way to iterate through a custom object to use every value in the list. This could be done in several ways For Each loop, while loop, etc.When I found that couldn’t be done, I had to tediously add all 35 members of the on-call team to a very long workflow. The problem with that is that it introduces the possibility of mistakes. Just take a look at the image below that shows my workflow - everything at step 4 and beyond is basically a clone of the steps before it - what a tedious process. 

16
Daniel Söderlund
11 months ago
Qualidade
Apprentice
QualidadeApprentice

Organizing WhatsApp TemplatesSubmitted

To make the WhatsApp template sending process faster and more organized, add a feature that allows users to select a template group before choosing the specific message. This can be implemented by adding a filter or tab in the message modal, so the user first picks the group (e.g., Claims, Installments, Renewal) and then sees only the related templates. This approach streamlines navigation, reduces errors, and keeps Meta’s grouping structure integrated into the workflow.

0
Qualidade
Apprentice
11 months ago
thx1138
Contributor
thx1138

Maintenance Window EnhancementsFuture Consideration

The recurrence options need to be more robust.  We would like options to reoccur every 3rd [Day of the week] per [month], etc.  We like to track 3rd party maintenance schedules and they are typically something like 3rd Sunday of the month or something like that.  In the current form, we would have to enter every single one by hand,  Also, can these be associated with an asset more directly.Could they send reminders?Could they be synced to someone’s calendar or a MSFT group calendar?Why is it so hard to get to the change calendar?  If I view details of a maintenance window and then use the breadcrumbs to go back to the calendar, the filter button is missing and it’s basically useless page.

5
thx1138
Contributor
11 months ago
EricRoeland
Skilled Expert
EricRoelandSkilled Expert

Make Sandbox an exact copy of productionFuture Consideration

Hello,we changed to Enterprise because of our need to have a sandbox for development and testing. But my biggest problem is that the Sandbox is in no way an EXACT COPY of production. A lot of data is missing, One big issue is i.e. missing the ‘IT Operations’ section.But also contacts, assets, etc etc.A sandbox must be an EXACT COPY of the production otherwise developing and testing is useless. We do not pay this much extra for an Enterprise license to still have to test in production!Regards,Eric 

9
11 months ago
Apprentice
Andy FreemanApprentice

Teams Integration - DM Creation from Tickets rather than ChannelsSubmitted

We have recently migrated a portion of our company over from Zendesk - And with the Teams integration there Agents could spin up Direct Messages with Requesters from the TicketWe have also just moved another portion of the company from Salesforce Service Cloud - and also with the Teams integrationb there Agents could spin up Direct messages with Requesters from the Ticket.However, on Freshservice - A Dedicated Channel is created each time. Not only is this super messy, but also from a Channel Visibility / Security standpoint this is a complete non starter.I recently asked our account manager about this and was told that DM’s were not on the roadmap - So we have had to pay an extra $15k to use this third party app for this use case - https://www.freshworks.com/apps/rck_techiees_ms_teams_chat/Is this something that Fresh might reconsider? Would be great if this was something that we could do out of the box, as per your competitors. 

1
AbominableSnowmin
Contributor
11 months ago
AbominableSnowmin
Contributor
AbominableSnowminContributor

Status Page Services Improvement Request - Reordering and Managing the Service ListSubmitted

There is an opportunity to make Status Page Services more manageable.1) Reordering services using the Status Page “Configure Services” interface is very difficult when there are many groups and many services.Drag and Drop is not effective with long lists. Instead, here are some suggestions:Alpha Sort as an option Reorder the list using numbers2) Ability to add a service directly to a pre-existing service group3) Include hyperlink from listed service back to the associated Service Management service for ease of reference and management

0
AbominableSnowmin
Contributor
11 months ago
AbominableSnowmin
Contributor
AbominableSnowminContributor

Change Management UXSubmitted

Change Management in FreshService is not very user-friendly from the CAB perspective.Running a Change-Advisory meeting is non-intuitive and follows what I might call a tortuous process.Here’s what I mean:I want to start a Change Advisory Meeting:Navigate to Changes Select “Change Calendar” (Why not “Start CAB” then pick from list of meetings, or pre-populate based on pre-filled date?) On the calendar, select the time block for the meeting and View Details Select “Run Meeting”Then, when running the meeting, if not all CAB members are in attendance, going if you wish to run through the approvals while on the call, requires deselecting absent team members for every change being reviewed during discussion.This could be improved by surfacing the Change-Advisory meetings as it’s own applet/function, and avoid such repetitive actions. 

0
AbominableSnowmin
Contributor
11 months ago
AbominableSnowmin
Contributor
AbominableSnowminContributor

Ability to Associate a Problem with a Status Page IncidentSubmitted

The ability to generate/update/manage a Status Page Incident from a Problem would be very helpful.An incident which affects many users is managed via a Problem. Managing a Status Page Incident from one of the originating incidents is counter-intuitive as it is just one of many “symptoms” of the problem. It would be more logical to generate the problem, then have the ability to manage the SPI from there. The problem already contains the means for addressing workarounds as well as permanent resolutions. This would address confusion about finding which of the many incidents related to a problem is the one that is being used to manage a Status Page Incident. 

0
AbominableSnowmin
Contributor
11 months ago
AbominableSnowmin
Contributor
AbominableSnowminContributor

Recurring Maintenance Schedule EnhancementsSubmitted

Most of our maintenance windows are planned for something like “Every 2nd Tuesday of the month”.  There is no way to accommodate this in the current system other than to manually schedule ever maintenance window.  This is cumbersome and difficult to manage consistently.  Looking for something more like the below.  While we’re at it, please make it possible to schedule the pattern for at least 1 year at a time.

0
AbominableSnowmin
Contributor
11 months ago
Skilled Expert
Cara

Roles - Link for Management Rather than PeopleSubmitted

You should be able to link the role that is able to manage access rather linking specific people e.g. Solution Folders. Otherwise, when that person either leaves or moves roles - everything needs to be updated and they need to be remembered to be removed from those folders as the manager.  Where as if you had roles, when that person left and a new person was added - then that would automatically update.  It should also appear in someone’s profile what access they have. If they have been listed as the manager for something or have reports visible to them, this should be available in their profile. That way auditing of what that person has access to in the system is clear and is able to be updated at any time. Auditing of access and clear visibility needs to be available from an administration perspective or it makes processes very hard to maintain and things slip through the cracks.

2
Skilled Expert
11 months ago
Skilled Expert
Cara

Solution Articles - Custom Fields / Link Services / ArticlesSubmitted

Solution Articles should be able to have the right hand column customisable or even be able to link Inventory, Services or even related articles to it.  This would make reporting (as these articles should also appear as a link in the Services - https://community.freshworks.com/ideas/services-linked-articles-44989) easier and also make it easier for agents to know what Service needs to be linked to a ticket. We have made a workaround to link these by adding our own table and linking the URL but this would be much easier to maintain (and for searching and reporting purposes) if it was available natively rather than a workaround put in place for something that should be a basic functionality already available.

0
Skilled Expert
11 months ago
Anna Grace789
Anna Grace789

Immerse Yourself in the Adventure of Avatar WorldSubmitted

If you’re ready to dive into a world full of creativity and excitement, click here to start your journey in Avatar World. This game has quickly become a favorite among players who enjoy immersive environments, engaging challenges, and endless customization options. Avatar World gives you the freedom to explore, create, and connect with others in a vibrant virtual universe.Endless Customization OptionsIn Avatar World, your imagination is the limit. You can create a unique avatar by customizing every detail—from hairstyles, outfits, and accessories to special abilities and skills. This personalization allows you to craft a character that truly reflects your personality. Whether you want a hero, a fashion icon, or a quirky character, the choice is entirely yours.Explore Diverse EnvironmentsThe game features a variety of worlds to explore, each with its own distinct theme and interactive elements. From futuristic cities to mystical forests and charming towns, every environment offers hidden secrets, challenges, and opportunities to earn rewards. Exploring these areas keeps the gameplay exciting and continuously fresh.Engaging Quests and ChallengesAvatar World is filled with missions and tasks that test your creativity, strategy, and problem-solving skills. Completing quests unlocks new areas, rare items, and other rewards, giving you constant motivation to progress. The challenges range from simple puzzles to advanced tasks that require careful planning and teamwork.Connect with a Global CommunityOne of the highlights of Avatar World is its interactive social features. Players can make friends, join groups, participate in events, or collaborate on missions. This sense of community makes the game more engaging and adds a layer of fun that goes beyond solo gameplay.Stunning Visuals and GameplayThe vibrant graphics, smooth animations, and detailed environments create an immersive experience for players of all ages. The interface is user-friendly, and the game runs seamlessly across most devices. Regular updates introduce new content, seasonal events, and features, ensuring that there is always something new to explore.Why Avatar World is a Must-PlayAvatar World combines creativity, adventure, and social interaction into a single, immersive experience. It’s perfect for players who enjoy role-playing, exploration, and connecting with others in a dynamic virtual world. With continuous updates and limitless customization, Avatar World keeps players engaged and entertained for hours.

0
Anna Grace789
11 months ago
Apprentice
a.costaApprentice

Freshdesk - Remove or move down items on ticket list filter sectionSubmitted

Hello,I would like to ask if it is possible to make some adjustments to the filter section in the Ticket List.At the moment, there are several filter fields that our organization does not use, and when we need to filter tickets, we have to scroll a lot to find the fields that are relevant to us.It would be very helpful if we could: Remove unused fields Reorder or move fields to reflect our operational priorities This would make ticket searches much faster and more efficient for our team.Additionally, some users need to filter by multiple categories at the same time, but since the current control is a combo box, it only allows selecting one category at a time.This makes filtering quite inconvenient in daily operations.I am attaching an image related to the first request (filter customization).If you need further details, I am happy to provide them.Thank you in advance for your attention and support.Kind regards, 

0
Apprentice
11 months ago
Contributor
copiousContributor

Associate Existing Asset to Purchase OrderFuture Consideration

We need to be able to associate an already discovered asset to a Purchase Order.  Your customers need this in order to bring in historic information or fix data that is entered wrong.  The solution was developed for a VERY specific workflow, but lacks the flexibility for real world operations.NOTE:  The suggestion to “delete the existing asset and add it again through the PO” is not a reasonable solution.   

4
11 months ago
Apprentice
llyonsApprentice

Profile Section for Automation InclusionsSubmitted

It would be great to have a section in an agent’s profile that lists out all the automations/workflows they are included in. This would be super helpful when an agent needs to be deactivated instead of having to go through every workflow to find where they are assigned a ticket or task, sent an email, etc. This would help the transition/offboarding process tremendously as to not miss any processes the deactivated agent was responsible for. 

0
Apprentice
11 months ago
julia.a
Top Contributor ⭐
julia.aTop Contributor ⭐

Flag Duplicate tickets as SpamClosed

When there’s multiple identical tickets from the same e-mail address, those tickets should be flagged as spam.

4
julia.a
Top Contributor ⭐
11 months ago
DeliriumTremens
Apprentice
DeliriumTremensApprentice

Add code blocks to notesClosed

It would be very useful to have code blocks available in notes on tickets and other objects.  There are times where I would like to add a snippet to a ticket and while this can just be pasted in, having syntax highlighting and formatting would be much easier to read.

2
11 months ago
AbominableSnowmin
Contributor
AbominableSnowminContributor

Add the ability to add Status Page to FreshService navigation paneUnder Review

Navigating to the Status Page from within FreshService requires locating the instigating incident, or navigating directly to the status page.We would like to see the ability to add the Status Page as a navigation item on the FreshService navigation pane for quick access.Ideally, this would be a version of the status page which would allow updating of the SPI’s directly from the view rather than having to go back to the instigating incident.

2
AbominableSnowmin
Contributor
11 months ago
Skilled Expert
Cara

All Users - Support Portal - Visible Fields / Searchable FieldsSubmitted

Much like when you associate an asset, you should be able to add in what fields are visible to the customer so they can see if they are selecting the right person and if that person’s details are correct (or if they are the person, if their details need to be updated). So instead of just their first and last name and then their email address underneath, you should be able to choose to add in their location, organisation, employee number, etc. as fields available to view so they can ensure they are selecting the right person. We have a number of people with the same name and if they are able to see more fields it means they are more likely to select the correct person. Also the ability to search on these fields too (e.g. search on not only their name or email address but also their employeeID or payroll number as these are unique details).

0
Skilled Expert
11 months ago
Skilled Expert
Cara

Workflow - Actions (All Fields)Submitted

You should be able to select any field to draw an action on. For example, at the moment I am trying to update the Asset Tag of any asset to be the same as the Display name if the Display Name starts with PC and vice versa (as our discovery probe and integration with intune keeps writing overtop of the display name with what it has) and we are trying to keep all the records correct. However, neither Display Name (Name) or Asset Tag are available in actions to select and therefore I cannot do this easily. This has been the problem in a lot of scenarios.

0
Skilled Expert
11 months ago
Skilled Expert
Cara

Discovery Probe / Intune Integration - Create vs UpdateSubmitted

There should be two separate sync options, one for Create and one for Edit.  This is because there are some fields we need / want to sync when a device is created but we do not want them updated when it is edited / resynced again (for example, Display Name). This is because in Intune, a Display Name only updates when the device connects and is restarted from the corporate network. Often this may not happen for quite some time so it is has the agencies prefix - numbers instead of PC5##### which is should have. Most assets should have the correct asset Display Name but there are still quiet a few that do not.  At the moment, it syncs and updates the display name with what it has in intune (even after the display name has been updated to the correct PC5 number). This means that it will keep getting written over by the intune sync and change back even though it is not correct. And display name is not something we can remove from syncing because it is a required field. The integration records when it has created or updated an asset, so it should be able to have two separate sync processes. If the serial number matches an already existing asset, then only update certain fields. 

0
Skilled Expert
11 months ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Central notification of Workflows impacted by Service Item field changesSubmitted

Over time, the count of workflows in our Freshservice instance has grown to nearly 200.  With so many workflows, as we update our Service Items, there are times when the change we make accidentally impacts a field used as workflow condition resulting in that workflow no longer functioning.We often discover this accidentally when entering a workflow to make an unrelated update only to see an alert within a condition node alerting that that there is an issue with a field.Since Freshservice is clearly able to observe when this situation occurs, could a single viewing place we created or a flag appear in the list of workflows so we look in one place to see workflows that need attention?

0
kpatterson
Top Contributor ⭐
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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