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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
Active Contributor
stephan14xActive Contributor

expand requester details pane infoSubmitted

in ticket viewthere is a option ‘view more details’ for requester which triggers an fly out panelthat panel already has tabs with ‘Recent Tickets’ and ‘Documents’please add a ‘Assets’ tab to see all requester assets without moving to the requester view.also add a ‘+’ icon to assign assets to the ticket from there

0
Active Contributor
11 months ago
Contributor
jwagnerContributor

Add 'SLA Time to Breach' Placeholder in First and Next Reply TemplatesSubmitted

Hi,It would be great to have a placeholder for "SLA time to breach" in both the First Reply and Next Reply templates.This would help Agents better understand urgency and manage expectations directly from the response templates.Thanks,

0
Contributor
11 months ago
Contributor
jwagnerContributor

Make 'Resolution Due Date' Non-Mandatory in SLA SetupSubmitted

Hi,In our SLA configuration, the "Resolution Due Date" field is not applicable to all cases — only a few specific ones.Is it possible to make "Resolution Due Date" a non-mandatory field in the SLA setup? This would help reduce confusion for Agents when it's not relevant to the case type.Thanks,

0
Contributor
11 months ago
JeannieM
Apprentice
JeannieMApprentice

Options on ticket form for CCSubmitted

Hello, I believe this was a request several years ago, however, I would like to revisit the request. Currently, if we want to have the option to CC additional requesters on the initial ticket creation, you have the option to only allow for the same department users to be added, OR you allow for ANY email address, including those outside of your organization.I propose to allow for a third option, for security reasons. We have the option to set up email domain restrictions under the Support Portal Settings. Can the third option on the CC function allow for all allowed domains under this setting? Or have a checklist of the domains there in that specified domains section?We have a lot of users that work with people outside of their department, and it would make sense to allow for them to CC one another on a ticket. We do not want to allow for external emails to be cc’d on a ticket for security reasons.Thank you for considering this once again.

0
JeannieM
Apprentice
11 months ago

Freshservice translation (Fill out the feedback form)Planned

Translation quality in Freshservice is really poor.Some terminology is just wrong. E.g. ITIL Change is being translated with “Änderung”. In German ITIL it is also Change. And a Change Request is being translated with “Eine Änderung anfragen”. A Major Incident is being translated with “Schwerer Incident”, again ITIL in German is also Major Incident. And to be correct it would have to be “Schwere Störung”. On the other hand an asset is an asset, an incident is an incident. In some areas there is a mixture of German and English words in one sentence. Some German translations are really poor and I feel there is no proof reading by a native speaker or customer acceptance testing. If a user sets up an authorisation representative for service requests, the representative always receives info mails in English; this cannot be changed If you insert service fields via placeholders, e.g. in a mail, parts of them (field names such as "Item Name") are always in English. The handling of the translation file is way too complicated. Plus you cannot export/translate/import all necessary fields/texts.

35
Kamakshi
11 months ago
eeha0120
Top Contributor ⭐
eeha0120Top Contributor ⭐

Analytics: Group by for more fieldsClosed

Hi. Is there in the roadmap or any work in progress for enabling or adding group by more than two fields in Analytics?I currently still need to export data in order to perform extra tasks in Spreadsheets software.Having the possibility to group by 3 or 4 minimum would a huge value.Is there any technical reason why is it currently limited to only two fields? Thanks a lot, in advanced. Sincerely,Elvis.

1
11 months ago
tboardman
Apprentice
tboardmanApprentice

Ticket Field Filter: Allow for NOT logic (Group !=)Delivered

Allow ticket fields to be filtered by the != operator. For example, Group is not equal to “Group1”

11
julia.a
11 months ago
Contributor
jwagnerContributor

Hide the Watcher buttonSubmitted

Hi,It would be great to have the option to hide the Watcher button. We're currently not using this feature, and we'd like to prevent any accidental selection of watchers by agents.Thanks,

3
Daniel Söderlund
11 months ago
Contributor
jwagnerContributor

Display Merge tickets Message as Public CommentSubmitted

Hi,It would be helpful to have the merge message added as a Public comment, so the client can also view it directly, instead of having automatic internal notes.

2
Contributor
11 months ago
Contributor
jwagnerContributor

Allow agents and admins to remove WatchersSubmitted

Hi,Currently, once a Watcher is added to a ticket, they can only be removed by themselves. We'd like to request an update that allows both agents and admins to remove Watchers as needed. This would help us correct any accidental additions without causing any disruption.Thanks,

0
Contributor
11 months ago
Apprentice
andrew.brookfield220Apprentice

Switch easily between 2 sepereate fresh service sites on the mobile appClosed

I use Fresh Service as the only IT person across 2 primary schools in Australia. It would be awesome if I were able to manage both schools IT support from my phone using a quick and easy domain switch which remembers my credentials. At the moment, It's a case of log out and log in each time which is cumbersome. It would be awesome if a similar feature to Google accounts was implemented where you could just hit the menu button "switch sites/accounts" (or something) and select the secondary domain for the other site. Thanks for your time, hope to see something like this roll-out in the future. Andrew

1
ruralrob
1 year ago
Apprentice
Rob71Apprentice

Which Collaborator has performed an ActionSubmitted

Currently (Nov 2025) we have the ability to set up an Update Automation when a Collaborator posts a note on a ticket.The problem is that there are no option in the “Action Performed By” for Collaborators to identify which specific Collaborator performed the action.Performed By Agent - allows for the selection of specific Agents:Performed By Collaborator - does not allow specific selection: Please add the ability to specify which Colloborator has performed an Action

0
Apprentice
1 year ago
achoy
Apprentice
achoyApprentice

Asset Type ReparentingSubmitted

Add the ability to change the parent of a pre-existing asset type.Currently, the only way to do this is to delete/disable an asset type and completely remake it. Ideally, this could be done for default asset types as well, but having the ability to do this for custom asset types at the very least would be nice.

0
achoy
Apprentice
1 year ago
paulroberts89
Top Contributor ⭐
paulroberts89Top Contributor ⭐

Expose Okta Groups in FreshServiceClosed

It would be really useful to expose Okta Groups to FreshService to help with logic, for example when deciding Requester Group membership and driving Business Rules. Currently we’re having to map fields as SCIM attributes and use that to drive logic but this creates unnecessary attributes, and in some instances requires new fields creating in Okta. 

6
ralphraffa0
1 year ago
JenniK
Community Debut
JenniKCommunity Debut

Forms in Freshdesk/portalDelivered

We have a need for using forms that aren’t the canned forms that agents have to send via tickets, but a freer form that you could set up to show in the portal. In addition to adding a new ticket in the portal we need the possibility to make individual forms to be usable directly in the portal.  

5
durga.sundaram
1 year ago
Contributor
knippersContributor

Extend automation rules to support collaborator in the triggered by...Delivered

Add support in automation rules in the "When an action performed by..." for type collaborator. In specific use cases this would be helpful to change properties of a ticket if a collaborator (even if it was not a collaborator on that ticket but because they have the role) sends an email. Automation already works well if emails from customers/requester or agents come in.

18
durga.sundaram
1 year ago
Contributor
jwagnerContributor

Add 'Agent First Name' as a Placeholder for NotificationsSubmitted

Hi,It would be great to have ‘Agent First Name’ available as a placeholder to use in notifications. This would allow for more personalized and clear communication when sending automated messages.

0
Contributor
1 year ago
Apprentice
Maria LidqvistApprentice

The system does not include a thousands separator in ticketsSubmitted

Numbers are displayed without thousands separators in tickets. Enable digit grouping in system settings to improve readability.Thanks!

0
Apprentice
1 year ago
Skilled Expert
Cara

Workspace - Filter Support PortalSubmitted

The ability to filter the support portal based on the workspace you require would be highly beneficial. Means that the Support Portal would not become overwhelming. Especially if all 20 were used. This would mean Item Categories would only show based on that workspace. Only the forms for that Workspace would show and articles for that workspace. Would reduce the noise and make it easier for the customer to navigate.

0
Skilled Expert
1 year ago
Contributor
MonicaM_QCCContributor

Task options in DashboardFuture Consideration

I would like to have more options for us to add for Tasks in our Dashboard. Currently you can only select your personal tasks and not have a view for All Group tasks (unresolved or in our case a custom status).

3
Contributor
1 year ago
Contributor
ashep5654941Contributor

Sending email to specific group - Purchases OrdersSubmitted

Email notification when PO is created and set to open status (not moved to Ordered Status yet). This way the Agent (usually not the one that created it) that is looking and working at the invoicing knows a new one is created. Also that the Agent (not the one who created it) can edit the order if tax is wrong. Or a way to be able to modify taxes and amounts past the “Open” status.  Also possibly tax amount instead of percentage like the Question: 

0
Contributor
1 year ago
Skilled Expert
Cara

Agent Group / Workspace - Signature BlockClosed

You should be able to create and insert an Agent Group or Workspace generic signature block into the email templates that are stored elsewhere and able to be inserted as a placeholder. That way you do not have to go into each email template and update the signature block anytime anything changes.

2
Skilled Expert
1 year ago
Apprentice
t_knightApprentice

Improve the Search bar in FreshdeskSubmitted

I’d really like the Search box to be top center, and not have it resize itself every time I try to use it. It doesn’t need to be fancy, it needs to be functional. 

0
Apprentice
1 year ago
Contributor
jwagnerContributor

Add an 'Export' Button for Custom ObjectsSubmitted

Hi,It would be great to have an ‘Export’ button available for Custom Objects.This would make it much easier to extract data directly, rather than having to create specific reports for them.Since we already have the ‘Import’ button in place, adding an ‘Export’ option would provide a more complete and user-friendly experience.Thanks,

0
Contributor
1 year ago
Contributor
jwagnerContributor

Make Ticket ID a Separate Field in Ticket DetailsSubmitted

Hi,It would be great to have the ‘Ticket ID’ as a separate field in Ticket Details.This would also allow us to include the Ticket ID as a column in Ticket Views, which would be very helpful for tracking and referencing. Thanks,

0
Contributor
1 year 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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