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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
Cara

Status Page - Build into the PortalSubmitted

I am unsure as to why the Status Page is a different site and then sometimes requires you to re-sign in. This should built into the same Support Portal and should not require you to re-sign in. This will confuse customers. It should also be a banner or widget within the home page of the Support Portal. Allowing customers to see what MIs and Maintenances are occurring from the Home Page. Maybe a separate column down the side in some of the unused space. So that it is clear and customers can see if before logging an incident. Or even when they are logging an incident that the Status Page is also visible down the side so they can say they are affected by this as well and would like an update once resolved.  Status Page - Subscribe to MI / I am affected | Freshworks Community Which links into this idea.

0
Skilled Expert
11 months ago
Skilled Expert
MDaviesSkilled Expert

Automatically add Agents to Agent Groups and Agent RolesClosed

I think it would be very nice, particularly for larger organisations or MSP’s, to be able to automatically add Agents to Agent Roles and Agent Groups based on various criteria, similar to how Requester Groups currently function: This can helpfully work in tandem with automated provisioning of accounts so that Administrators, once having added the various criteria to the appropriate Agent Roles/Groups, barely need lift a finger after that point.  

3
Skilled Expert
11 months ago
SteveV
Contributor
SteveVContributor

SLA Base on Ticket Criteria Such as Catrgory->SubcategoryClosed

We’re a special needs school for kids with Autism and are evaluating Freshdesk for use as an internal corporate help desk system.  We need the ability to apply SLAs based on the category->subcategory and priority of the submitted ticket.For example: assume we have a ticket category and subcategory such as: “Facilities->Building Security” and a staff member submits a ticket for this category with an Urgent priority.  We need to be able to assign an SLA for this specific ticket type which likely has a very different response and resolution times than say, an Urgent priority ticket submitted with the category and subcategory  “IT->Internet Access Down”.

2
11 months ago
AbominableSnowmin
Contributor
AbominableSnowminContributor

Approvals for Problem ClosureSubmitted

Effective root cause analysis requires group review to ensure the problem is properly identified and addressed.  The FreshService settings should allow and approval to be required before the Problem can be closed.

0
AbominableSnowmin
Contributor
11 months ago
Skilled Expert
Cara

Custom Task FieldsClosed

The ability to add custom fields into tasks associated to other processes so that information can be gathered and updated by certain teams.  For example, when we do an account create - our ICT Service Centre team is supposed to add the username and email address to the ticket in order for it to then be emailed to the customer and for record keeping. ATM we have added it into the Service Catalog item for it to be editable by the analyst but if they do not click edit on the Requested Item and edit the fields they can just close the ticket without those fields being updated. Does not matter that they are mandatory for that stage, it still allows them to close off the Service Request. 

1
Skilled Expert
11 months ago
Skilled Expert
Cara

Date Selector - Workflow TriggerSubmitted

You should be able to add into the workflow a time delay node, either based on a specific field entry or a manual date / time e.g. in 24hrs for something to be completed.

0
Skilled Expert
11 months ago
Skilled Expert
Cara

Ticket - Requested Items EditSubmitted

At the moment, you can add a business rule for certain fields to be mandatory in the Requested Items within a Service Request but that does not make a difference. Agents are not alerted to mandatory fields being required to be filled if they do not have this in edit mode and therefore, are still able to close off the ticket without these fields being filled out.  It should show that that field needs to be completed with a red astrix and not allow the Agent to close off the ticket until that has been completed. Otherwise, information is missing and could be important to trigger the next stage of the workflow or for the next team to complete their part of the process.

0
Skilled Expert
11 months ago
Skilled Expert
stuartwilkieSkilled Expert

Deactivating agentsDelivered

Currently, if you want to “free up” an agent license - the only way to do this is to remove the agent. This means you then lose all their history as you have to transfer it to another user. This is just wrong from an audit trail and compliance perspective. You should be able to remove an agent license from a user and keep their history

15
Skilled Expert
11 months ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Add Agent Groups to the Data Sources in Service Items Custom FieldsFuture Consideration

We need to be able to select all agent groups from all workspaces in a drop down in the Custom Fields data source. Please add it. 

1
Skilled Expert
11 months ago
Skilled Expert
maghedSkilled Expert

Agent group as data sourceClosed

Please add the ability to add “Agent groups” as a data source for drop downs in Service Items.I want to build a form for self maintenance when adding / removing group members and if the agent could pick the group in the form this would be easy to achieve.Yes, I can use custom objects but should I need to when the data already exists in the platform.

1
Skilled Expert
11 months ago
bryanpds
Apprentice
bryanpdsApprentice

Internal Notes on Solution ArticlesClosed

Solution Articles should have a field to be able to add “internal notes”. This would be helpful for information on when the information was last verified, caveats to the information that is presented, etc.  It would be visible in the agent-side of the knowledge but not in the portal.

5
Skilled Expert
11 months ago
Contributor
DcurtContributor

Resolution Note TemplateSubmitted

So right now, Freshservice requires agents to enter resolution notes, but there isn’t a built-in structure to guide what a “good” note should contain. Every technician writes notes differently, which makes it harder for teams to maintain standards and harder for Freddy to learn from well-structured examples. The Problem• Resolution notes are often inconsistent• New technicians have no guidance on what information is expected• No way to enforce structure or standardization inside the platform• Freddy’s training data is only as good as the notes we provide• Agents waste time retyping the same structure for every ticketThere’s currently no way to define a default template that appears automatically in the Resolution Notes field. The Proposed Solution: Resolution Note TemplatesAllow admins to create a simple text template that automatically loads into the Resolution Notes field the moment an agent opens that field to add notes. How the Feature Would Work1. Admin sets the default template under settings for their workspace2. When an agent clicks “Add Resolution Notes,” the field opens pre-filled3. Agent fills in the details instead of starting from a blank box Future enhancements could include:• Templates specific to agent groups or teams• Multiple templates selectable per ticket type

2
kyle322
11 months ago
Biswajit
Apprentice
BiswajitApprentice

Custom SLA PrioritiesSubmitted

Freshdesk currently allows only four priority levels (Urgent, High, Medium, Low). We’d like the flexibility to add a fifth level to follow a P1–P5 structure, and we need the SLA timer to work properly for this additional priority as well. Please consider adding this feature.

0
Biswajit
Apprentice
11 months ago
Contributor
DcurtContributor

Add KB/Solution Article Linking Inside Resolution NotesSubmitted

I think it would be extremely beneficial if agents could link Solution or Knowledge Base articles directly from within the Resolution Notes field. Right now, you have to open a second tab, search for the article manually, and then copy-paste the URL. That works only if you already had the article open. But if you solved the issue from memory, you still should reference the correct article for documentation, and there’s no streamlined way to do that as it stands.Even when you paste the URL into the Resolution Notes, it provides no information at all about the article.For example:https://domain.freshservice.com/a/solutions/articles/17000176771There’s no title, no context, nothing readable. The only workaround is to use “Insert Link” to manually add a name, which takes extra steps and extra time. The Problem• No easy way to tag or reference the KB/Solution used• Makes ticket audits harder• I would assume it makes it impossible for Freddy to understand which documents were relevant• Agents must paste links manually, which is inconsistent• Knowledge sharing is reduced The Proposed Solution: KB/Solution Article LinkingAdd a feature inside or directly below the Resolution Notes field that allows agents to quickly search for and attach relevant documentation. How the Feature Would WorkAgent clicks a “Link KB/Solution Article” option inside or under the Resolution Notes field. A searchable list of Solutions/KB articles appears. Agent selects the relevant article. The article link is auto-inserted into the notes with a clean, readable title, not just a raw URLThis would let agents quickly reference the exact procedure used and improve documentation quality.I feel like this would make the Resolution Notes section a true one-stop shop for everything that happened in the ticket. It would give agents a complete picture in one place, making it much easier for anyone in the future to understand how the issue was handled and what documentation was used.

0
Contributor
11 months ago
Joshua.Lawrence
Top Contributor ⭐
Joshua.LawrenceTop Contributor ⭐

Bulk Update ModernisationUnder Review

Current Challenges with Bulk UpdatesLimited ticket selection: Freshservice currently restricts bulk updates to 30 tickets at a time, which slows down large-scale changes. Private Updates: Unable to add private updates to tickets via bulk update tool, which is difficult for admins to manage large numbers of tickets without using a workflow tool. Bulk Updates in Change Requests: Having the ability to bulk update change requests is also only possible via workflow tool but doesn't allow for dynamic questioning or notes. Mandatory fields frustration: Users often need to export, reformat, and re-upload data for fields they don’t intend to modify, leading to inefficiency and errors. Rigid workflows: Existing options (Bulk Action, Scenario Automation, Supervisor Rules, Scheduled Workflows) lack flexibility for dynamic conditions and large datasets.  Modernisation Ideas 1. Dynamic Field HandlingAllow users to skip mandatory fields if they are not being changed. Introduce smart validation that only checks modified fields, reducing unnecessary errors.2. Enhanced UI/UXReplace the current pop-up with a multi-step wizard: Step 1: Select records. Step 2: Choose fields to update. Step 3: Preview changes before applying. Add inline error handling and real-time feedback for formats (e.g., date fields).3. Scheduled & Conditional UpdatesIntroduce conditional bulk updates (e.g., “Update all tickets older than 30 days with status = Pending”). Allow scheduled execution during off-peak hours to minimise impact.4. AI-Assisted UpdatesUse AI to suggest field values based on historical patterns. Implement predictive checks for common errors (e.g., incorrect date formats).5. Improved Asset & Service UpdatesEnable nested field updates and bulk clearing of values without re-uploading CSV files. Support dynamic filtering so only relevant fields appear for selected asset types.

5
ryanmitchell
11 months ago
Skilled Expert
Cara

Business Rules - Ability to export for Auditing or SearchSubmitted

It would be good if you could Export more in Freshservice for Auditing purposes. Or even be able to search the business rules to find a specific field if you are uncertain which rule is causing problems with a form. Would also be beneficial for these rules to also record against the Service Item it is attached to within the Service Item as a left hand menu option. Then you should be able to click a preview button to see how it will look on the portal.

0
Skilled Expert
11 months ago
Apprentice
siksniusApprentice

Tracking Information integrationClosed

Looking to be able to integrate FedEx (or other carriers) tracking information directly into Freshdesk. Currently we just do "cut & paste" but if there is a way to somehow import and associate via email the tracking information, that would be a neat feature.

7
Asim
11 months ago
Skilled Expert
Cara

Inventory / Columns - Filter OptionsSubmitted

When you add a column, you should then be able to click on that column and have the option to choose out of those visible in that column as to which can be viewed. For example, if you added Source to your columns and wanted to only see SCCM Probe or User or Workflow or a choice of more than one - like excel, you should be able to tick which options you want visible in your criteria for that column. The search functionality in Freshservice is not very user friendly and does not allow you to conduct a thorough search. Often you have to export into a CSV and then work outside of Freshservice in order to gather the information that you need. 

0
Skilled Expert
11 months ago
Apprentice
STCUAdamkApprentice

Modify default filters in Inventory ViewFuture Consideration

With the ability to create and save custom column views in the Inventory Module in FreshService, it would be awesome to have the same ability to modify the ‘Filter’ view as well.  As it sits, the Filter area is more or less static and for our use case, many of the ‘default’ values (like Managed By, Impact, Created Source, etc...) are not relevant whereas the values captured under ‘More’ might be.  If you could create a view that allowed you set the visible Filters / the order of the filters (like the column view) it would allow you to create more dynamic and easily managed inventory views.

1
Skilled Expert
11 months ago
Skilled Expert
Cara

Inventory / Services - Search / FilterFuture Consideration

It does not appear, in inventory & services you have either:Search when you have anything in the filter section. The search bar disappears and you can no longer narrow down your search but have to scroll through the supplied list. There is also no free text field to search in the filter section either. Why is there no filter in the Services screen, you should be able to Filter based on the various options available so it only shows (for example) Operational Services, Services Managed by particular teams or people...

1
Skilled Expert
11 months ago
Skilled Expert
Cara

Custom Objects - Re-OrderUnder Review

Ability to Re-Order the Custom Objects. We have an Agent Groups Custom Object (as there is no Agent Group Data Source so this was our workaround). However, when they were imported, it was imported A first but this means that A is at the bottom of the list as opposed to the top so now everything is in reverse order with no way or reversing the order.  The ability to either arrange it alphabetical and/or to manually move the items (like you can in order modules) would be very beneficial. At this stage I will have to delete everything and reverse the order then re-import in order to get it round the right way.

1
Daniel Söderlund
11 months ago
Apprentice
Mill-WDCApprentice

Copy Assigned Group and Categories from Parent to ChildClosed

It would be very useful it the parent ticket updated the child with categories and assigned group.

1
mescmr
11 months ago
Apprentice
Jay.YeagerApprentice

Folder Creation within FreshDesk AnalyticsPlanned

While the new Analytics update (April 2024) provides a way to favorite reports to allow for ease of finding them. We would love to see an editable folder/category ability within FreshDesk from an admin level. The goal would be to categorize the reports based on customer needs.Using our configuration we would look to create categories by team (Content, Implementation, Support & TAM) and then by function/frequency.

3
Amrit Mishra
11 months ago
Karel_Vlček
Top Contributor ⭐
Karel_VlčekTop Contributor ⭐

Next level for Service Catalog - import / export itemsSubmitted

Hi,I have got an idea: Let’s make catalog items import/export able with bulk or mass operations ofcourse.- Imagine you have catalog full of 1000 items, but you have found that there is mistake in the one field you have in every item. In the current state you have to click every item and fix it. But with export into xml, you can fix it with script in all items at once. 100 hours saved! 🎉🎉🎉🎉- Imagine you have fresh freshdesk with empty catalog and you need item for this and that. But hey, there is a community forum and somebody already did it! X hours saved! 🎉🎉🎉🎉- Imagine you have completed catalog in English but you are multi country company and you need translations to local languages because you are in automotive. But hey you can export items in English, put them into translator and import them in language you need. Lots of hour saved! 🎉🎉🎉🎉Save time and make the helpdesk useful for agents too :)BR.Karel

0
Karel_Vlček
Top Contributor ⭐
11 months ago
Skilled Expert
Cara

Tickets / Tasks - Delete / Close BothSubmitted

When you either delete or close off a ticket (INC or SR), it should then ask you if you want to close off any associated tasks or linked tickets. Otherwise, when the ticket is closed - the related tasks cannot be deleted unless the ticket is undeleted and re-opened. But also, the related tasks are still left open when the ticket it was connected to is no longer active.  We have it so that when all tasks are completed that it will close off the ticket but if a customer calls to cancel a ticket - we should be able to close off the whole workflow in one hit.

0
Skilled Expert
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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