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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
AmalinaQ
Apprentice
AmalinaQApprentice

Search button for Custom ObjectSubmitted

I am maintaining a master of my application using custom object. I have about 20+ object fields with 500+ records in my custom object. Depends on business change, we need to update the custom object, and it might involve only few records. Right now, the only way to find a specific record is to export the entire list, search for it in Excel, and then re-import the file if we need to make changes. This is risky because it can accidentally modify other records during import, and the whole process is slow and inefficient.It would be really helpful if we can have a search button to search for specific record instead exporting the whole list or scrolling few pages just to perform 1 update.A simple search function would: Prevent accidental data changes Save a lot of time Make updates much safer and easier Improve the overall user experience This feels like a basic feature that would greatly help anyone managing Custom Objects.Thanks for considering this request! 

0
AmalinaQ
Apprentice
11 months ago
Top Contributor ⭐
RobCrossTop Contributor ⭐

Solutions - Advanced PermissionsFuture Consideration

Please can FreshDesk be enhanced to allow us greater control over the permissions of solution articles.As mentioned on this I need to be able to specify that only employees can have access to a certain set of articles, That is a mix of contacts linked to a company, agents, and collaborators.  It seems I can only select one group of user personas.

2
LukeC
11 months ago
zachary.king
Top Contributor ⭐
zachary.kingTop Contributor ⭐

Ability to Designate a "Default" Ticket View at the Agent LevelUnder Review

As an agent it would be great if we could add filters to a ticket view to our own specifications and then set that ticket view as the “Default” view we see when signing into freshservice.

11
11 months ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Better print capability for assetsSubmitted

The ability to print the available data from an asset is absolutely broken. For a single asset with <50 fields it is showing is 24 pages and almost all of those pages are entirely blank.  We occasionally have to provide audit artifacts for certifications and submitting the data in a csv/excel spreadsheet is less than ideal and can lead to questions about data integrity compared to a PDF printoff. 

0
Medic1334
Top Contributor ⭐
11 months ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Add tabs/Field display control capability for asset inventorySubmitted

We are maturing our Asset Inventory and looking at optimizing our experience for the risk team.  In speaking with them, I realized that the ability to have a separate tab on Assets that has fields list would be huge.  With this idea, we could expose the fields for risk related questions (what kind of data does this house, how much, etc etc) that IT doesnt necessarily “care” about. It would also give better capability so far as being able to print out a copy of the data to PDF for an audit artifact and not have it contain all the additional fields that are related to the specific item such as SLA, Operational state, documentation reference fields, etc etc.

0
Medic1334
Top Contributor ⭐
11 months ago
Skilled Expert
Cara

Service Item - Embed ImagesSubmitted

The ability to embed images into Service Items would be very useful. We do this to help explain to customers what something may look like in order to gather the correct information. We can do this in the description of tickets and when customer’s log a ticket so why are we unable to do this when creating the forms? The ability to add screenshots of error messages so customer’s know what they are logging the form for or how they may be able to find the information we are asking for instead of giving them a link to a published article.

0
Skilled Expert
11 months ago
Contributor
AmenContributor

Simple Ticket Field Organization with SR BlindsSubmitted

Hello Freshworks Community,We've been looking for a better way to manage complex ticket forms, especially when dealing with multiple custom fields and sections.We came up with the idea of SR Blinds (Section/Region Blinds) to simplify the visual organization for agents and end-users.What is the SR Blinds Concept?The idea is to allow Admins to group a set of related ticket fields or entire sections together and present them in a way that is easily collapsible like a window blind that can be raised or lowered.Why is this helpful? Cleaner Forms: For tickets with 20+ fields (like onboarding or hardware requests), agents only see the most relevant fields immediately. Less Scrolling: Agents can quickly collapse sections they don't need (e.g., 'Historical Notes' or 'Shipping Details') to focus on the immediate issue. Better UX: It makes the Service Portal less intimidating for end-users, hiding advanced options until they click to "pull the blind."

0
Contributor
11 months ago
Apprentice
WoineApprentice

User roles for OrchestrationSubmitted

Hi,We have a multi-workspace setup with quite a few “Business” workspaces, each with their own administrator.As of now, when we configure orchestrator apps to enable automation, e.g for  Entra, the apps are available for non-IT administrators as well, when creating automations in their respective workspaces. There is no way to limit the access based on workspace and/or user role, which opens up for unwanted behaviour and risks.When talking to support they suggested a workaround by not having “local” administrators. But that won’t work for us.I’d like for orchestrator apps to have the possibility to be limited to designated workspaces and/or roles, so that we can control the usage.

0
Apprentice
11 months ago
Skilled Expert
Cara

Field - Ability to update Data SourceSubmitted

At the moment, when you create a field - you cannot update that Data Source after it is created. I can understand if it was a Shared Field and used in multiple forms but if it is a field that is only used in a particular form it makes administration just that bit more complicated. What if the wrong Data Source was selected or a Custom Field was created that was better suited for that field or Freshworks make a product update that was more suited for that field. It cannot be updated and therefore would have to be deleted and replaced with a field that had a slightly different name (then maybe updated to the same name after the previous field was deleted and form saved). Having the ability to update the fields Data Source would make more sense and easier for administrative purposes.

0
Skilled Expert
11 months ago
MichaelJM
Top Contributor ⭐
MichaelJMTop Contributor ⭐

Define Agents by Workspace, not GloballyUnder Review

Agents need to be able to be defined by Workspace, so they can be ‘Agents’ in one Workspace and ‘Requesters’ in others. One of our biggest issues with Freshservice is how “Agents” in any workspace are treated as an “Agent” in all other Workspaces. If Agent/Requester status were defined BY WORKSPACE the world would be a better place. I’ve brought this up a few times - the answer is that this is “by design” - but it’s poor design. I have a Global Automation to re-open a ticket if a Requester replies or adds a Public Note to the ticket. However, if someone from the HR Workspace adds a Public Note to an IT ticket, the ticket will not re-open. There is no way for HR to request an IT ticket be re-opened if they aren’t the original requester of the ticket without ‘outside intervention’In the IT Workspace, I’ve tried setting up an Automation to help with this, but there is no way for me to say “If Agent in THIS WORKSPACE vs Agent from OTHER WORKSPACE” in the Automator. If I say to re-open a ticket if an AGENT replies, then the “Send and set as...” options become useless, as whatever status is set will be un-done by the automation immediately. There are many other issues with not separating ‘Agents’ by Workspace - our HR team regularly misses updates/email replies to tickets on which they are Requesters because they filter all Freshservice emails. I had to create an entire walkthrough of how to create certain Outlook rules for tickets, but most agents do not use them. We have many Agents in our organization who gave up on “working around” these barriers in Freshservice and just decide they’ll direct Teams message anyone and not enter tickets at all.   Requester Groups also mean nothing with they don’t include Agents from other Workspaces. 

3
mmccoy
11 months ago
Apprentice
gabriel.schonewegApprentice

Feature Request: Allow Reusing Actions Across Multiple Conditions ("Looping" in Workflows)Submitted

Hi everyone,We are currently migrating to Freshservice and building several large and complex workflows.During this process, we’ve noticed a major limitation — when different condition branches require the same action, we need to duplicate that action node multiple times. This makes workflows harder to maintain, more error-prone, heavier to load and manage and time-consuming to update when something changes In most modern automation platforms, this is solved with a “Looping” or “Shared Action” capability — allowing multiple conditions to connect to the same action node instead of duplicating it. I understand from support that this feature is planned for mid-2026, but given how impactful it is for real-world workflows, I believe it deserves higher priority.This improvement would simplify workflow design dramatically and help many teams migrating to Freshservice. 💡 Suggestion:Please consider accelerating the release of the “Looping” feature to early 2025 or make it available under Early Access / Beta for customers facing complex automation use cases. Would love to hear from others — is anyone else facing the same pain with duplicated actions?Thanks,Gabriel

1
mmccoy
11 months ago
Apprentice
fz22Apprentice

Time zone in emailsSubmitted

In the on-call notification emails, all times are listed in the time zone the shift uses. While understandable, there is no indication of what time zone was used, so users simply get notifications that their shift starts at 1 am, when it’s actually 8 am local time. In this (and all) emails, it would be nice to have a placeholder that would convert a time into the user’s local time zone. For example, the current placeholder oncall_schedule.shift.start_time could have another option like oncall_schedule.shift.start_time_user_timezone that converts the start time from whatever time zone it’s in. This might be helpful for any time placeholder -- on-call is just the one where we noticed it first.

1
11 months ago
Apprentice
justin.wittyApprentice

Descriptive Page TitlesClosed

It would be a nice QOL feature if Assets had descriptive titles like the Tickets do.For example, when a ticket is open the browser, it shows [#1234] Ticket Subject | Portal NameAssets only show Service Desk : Portal NameSometimes I open multiple Asset records that I’m working with on different tabs. It would be nice to see what tab I have what asset open on easily.

2
Apprentice
11 months ago
Contributor
idonnaContributor

Hiding CloseUnder Review

We would prefer to have the ability to hide the "Closed" status in the Status menu from agents as well as remove the "Close" button from the ticket template. We want all agents to set tickets to "Resolved" and not have the option to choose "Closed".In addition, the "Close" button on a ticket's template can take on two meanings. It's current purpose is to close the ticket. As such it should state "Close Ticket".However, for our purposes, we would want the choice to hide the button altogether from agents. If that can't be done, then completely remove it from the template. 

41
Trevor Cooper
11 months ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Support time entry via Bulk Update and Scenario AutomationsSubmitted

I would love to see the option of adding a time entry included under both Bulk Update and Scenario Automation.As we require time entry before any ticket can be closed, we can’t fully automate ticket handling- the agent must always add time on each ticket individually before they can close the ticket.  There are 2 instances we encounter frequently where this is not ideal:Frequently submitted tickets where we know the entire solution and, ideally, would initiate a scenario automation to categorize, add update, add solution, add time and close the ticket as one action. Responding on outage tickets where we may have a dozen or more people who called in the same issue. We’d like to do a bulk  update to categories, set agent, set solution, send reply and account for time spent rather than processing one at a time.

0
kpatterson
Top Contributor ⭐
11 months ago
Contributor
jens.hartmannContributor

Service Catalog Sub-CategoriesDelivered

It would be great to built a more flexible Service Catalog with Sub-Categories (maybe 3-4 Levels would be great)

6
Kamakshi
11 months ago
Apprentice
andejo5Apprentice

Ticket Views Collapse Filter SectionSubmitted

Create a collapsible filter section in the ticket views to maximize space for viewing ticket lists.   This would enable better visibility for all columns in the ticket views instead of having to scroll left and right.   I would suggest placing an ‘X’ in the upper left corner of the filter section to collapse the section, and a ‘V’ to expand the section.

0
Apprentice
11 months ago
Active Contributor
hps_steveaActive Contributor

Product update notificationsFuture Consideration

Currently product notifications are displayedAs a number next to the help button at the top toolbar As a number on the favicon of every open tab Favicon exampleToolbar exampleI don’t mind reading about upcoming updates, but the Freshservice marketing team are in full swing and there is an update every day, sometimes more than once a day.The product update notification updates the browser tab icon and is right next to the ticket updates notification icon, so I keep thinking I have a new ticket update when I look at Freshservice, but its just a sales message and is distracting.My suggestion is to incorporate one or all of these:The product updates number should be a different colour, perhaps grey or blue Blue product update example  The browser favicon should show ticket updates and not marketing updates. This would be a real boon for the product. Imagine being able to check your browser tabs to see if there was a ticket update! Product updates should have an opt-out option Product update notifications could be associated with an agent role, like admin or managers.Some discussion has already occurred on another thread, see Disable products update notification | Freshworks Community

7
thissystemisterrible
11 months ago
AbominableSnowmin
Contributor
AbominableSnowminContributor

Extend Maintenance Window Recurrence LimitsSubmitted

Currently Maintenance Window recurrence is limited to several months.  It is better and easier to manage planned maintenance windows a year at a time.  Suggestion is to allow a recurrence expiration date up to 1 year from current date.

0
AbominableSnowmin
Contributor
11 months ago
Contributor
mellestadContributor

Suggestion: Customizable and anonymous satisfaction surveysClosed

I would like our satisfaction surveys to be anonymous and to allow us to include customized feedback such as:* Was your issue resolved?* Have you reported this issue before?* How well did your support rep understand the problem?* Was the response quick enough?Right now most of our helpdesk reps are known personally by staff which means negative/constructive feedback is almost entirely absent. The current CSAT score is more about agent popularity that anything useful. By making results anonymous and allowing deeper, more useful feedback, we can make real improvements over time without utilizing something like SurveyMonkey.

4
11 months ago
Contributor
DrumhellerContributor

Give the servicebot/virtual agent a personal name.Closed

In order to offer users a better experience, we would like to give the chatbot in teams a more personal name. It would be great if we could customize the name and profil image of the servicebot/virtual agent in MS Teams.😎 

1
OlivierH
11 months ago
Skilled Expert
Cara

Solutions - Canned ResponsesSubmitted

The ability to add Canned Responses to Solutions so that when an agent is following an article you can say, send the customer this templated email and it will attach it to a reply in the ticket OR the ability to link a canned response into a Solution Articles so that when you are selecting solution instead of only having the option to link a link to the article or paste the article into the reply / forward, you can ask it to use the attached templated email in your ticket.

0
Skilled Expert
11 months ago
Apprentice
BHochstetterApprentice

Bearbeiten von Documenten online ermöglichenSubmitted

Es wäre sehr hilfreich, wenn man angehängte Dokumente bearbeiten könnte.Durch Anbindung/Integration von ONLYOFFICE oder ähnliches.Damit hätte man eine Alternative zum integrierten Editor, dessen Fenster ja bedauerlicherweise an vielen Stellen nicht mit wächst und man so immer ein externes Dokument braucht, um eine Problemanalyse dokumentieren zu können.

0
Apprentice
11 months ago
Apprentice
AviadApprentice

Update Agent Availability via APIFuture Consideration

Add the option to update the Agent availability via API. currently it is unsupported.

1
MaaikeCW
11 months ago
İsmail Özer Güven
Apprentice
İsmail Özer GüvenApprentice

Wrong email on my certificate – Freshdesk Product Expert MasterSubmitted

Hi team, I recently passed the Freshdesk Product Expert Master certification exam, but the certificate I received is linked to the wrong email address. My correct email is ismailozerguven9@gmail.com, and I’ve already contacted University@freshworks.com, but haven’t received any response yet. Could someone please help me fix this issue or forward it to the right team? Thank you very much for your time and help! Best,Ismail Ozer Guven

0
İsmail Özer Güven
Apprentice
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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