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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
Contributor
dferberContributor

Automatic refresh for the ticket pageClosed

Add a feature to set how often to automatically refresh the ticket page.

28
1 year ago
Daniel Söderlund
Top Contributor ⭐
Daniel SöderlundTop Contributor ⭐

Businesses agents creating Change requestsUnder Review

HelloAs of today Businesses agents can’t create change as they don’t have access to the Change module by design. So if Businesses agent need to create a Change they need a extra requester account or be change to a IT agent.  My suggestion would be that they get access same as requester’s get the end user portal. 

17
Daniel Söderlund
Top Contributor ⭐
1 year ago
Skilled Expert
Cara

Solution - Auditing (Activity)Closed

Before a Solution Article is published or drafted, there should be a secondary screen that asks what has been changed so you can add in what information has been changed or why it was changed e.g. add in a screenshot of an email of who you got the information from it. OR have a conversation history and be able to tag people within the backend of the article where they can add private notes. This is for auditing so that we can tell why and when something was changed and not just the version history. We need to know where information came from and why.

1
Skilled Expert
1 year ago
Skilled Expert
Cara

Audit List - Solution ChangesFuture Consideration

The ability to Audit who made changes and when to Solution Articles. Ability to conduct a search within the Solutions on these fields. The information already creates version history. We should be able to see who made what change in the Audit Logs and when you save or publish an article you should have to add in a note of what was changed and be able to save evidence as to why it was saved so this can be added to the Activity within the back end of the article. This is needed to know why the information was edited. Was it because of Feedback, did the system URL change, did the SME of that team advise of contradicting information. Often we have to put in emails from people as evidence why something was changed from one thing to another.  The ability to search who made the change and run an Audit based on this would be highly beneficial.

0
Skilled Expert
1 year ago
Skilled Expert
Cara

Users (Agents and Requesters) - Ability to bulk updateClosed

You can bulk import with an excel spreadsheet but does not appear you can bulk update with an excel spreadsheet. However, you should be able to search and move people between groups / permissions in one screen. Be able to bulk update people.  You should also be able to conduct a search based on these fields and sort the search based on A - Z for each column.

0
Skilled Expert
1 year ago
Skilled Expert
Cara

Solutions - CloneClosed

The ability to clone a knowledge article

0
Skilled Expert
1 year ago
Apprentice
dnewelApprentice

Filter ticket without a specific tagClosed

The new tag field for the ticket list view is nice but it doesn't allow me to search for tickets that doesn't have a specific tag. We would like to tag issues when we create a corresponding Jira ticket, but since we can't do a search like "tag is not 'In Jira'" we've been forced to tag all incoming tickets with "Not in Jira" and then remove that tag when we add a Jira ticket.

21
NaviCare
1 year ago
JTAVOLARO
Top Contributor ⭐
JTAVOLAROTop Contributor ⭐

TasksFuture Consideration

More griping:why are Tasks only visible in a separate list?  It would be useful to have tickets and tasks in the same screen, and SORTABLE by Agent, ticket #, Category, etc…..In the existing tasks list, there is no method to sort the tickets displayed.  It would be great to have some indexing, by ticket number, agent assigned, etc.  

1
1 year ago
Contributor
s.de.jongContributor

Folder view in ReportingClosed

As we are creating quite a few reports for several managers and agents our total reporting overview is getting a bit cluttered.it would help us a lot if we could create folders in the list of reports. this way we can give each user a separate folder of combine certain groups of reports in to one folder. i think this would generate a better overview in the reporting section and allows users to easily find their own reports.

1
Amrit Mishra
1 year ago
Russ123
Apprentice
Russ123Apprentice

Conditionally required fields on freshsalesClosed

Current LimitationCurrently in Freshsales, when setting up dependent fields, the dependent field is automatically positioned below its parent field in the record layout. While this relationship makes sense logically, it creates limitations in designing optimal layouts for our teams' workflows.Use CaseIn our organization, we need certain fields to become required based on other field values, but we want to maintain our carefully designed layout that groups related information together. The current dependent field functionality forces us to compromise between having conditional requirements and maintaining an intuitive layout.Proposed EnhancementAdd the ability to make fields conditionally required without forcing them to be repositioned in the layout. This would:Allow fields to become required based on other field values Maintain the field's original position in the layout Preserve our ability to group related fields together logically Keep our forms clean and intuitive for our usersBenefitsImproved User Experience: Users can work with forms that maintain a logical flow and grouping of information Better Data Quality: We can still enforce data requirements when needed Flexible Layout Design: Administrators can create optimal layouts without compromising on data validation rules

1
ianhaws198
1 year ago
Benjamin23
Benjamin23

Workflow Template Idea: Integrating a Buscador de Estatus” Lookup for Smarter Status UpdatesClosed

I’ve been thinking about creating a reusable workflow template that integrates a buscador de estatus lookup to automatically update ticket statuses in real time. The idea is to trigger a status check whenever a ticket reaches a specific stage, then update or clear the field based on what the lookup returns, with proper error handling and logging included. This could really help teams keep data accurate and reduce manual status changes, especially when working with external systems or public data sources. I’d love to collaborate with anyone interested in refining the logic, optimizing the triggers, or sharing workflow setups that already use similar automation patterns.

0
Benjamin23
1 year ago
Contributor
Karen.ScottContributor

Ability to select contact's email address on ticket (only allows agents)Closed

Using MSP mode, no outgoing email setup, only use notes to update tickets,  it would be useful to be able to add the ‘contact’s’ email address into the ‘notify to’ area when adding a note onto the ticket. Sometimes the ‘notify to’ person is different to the person who logged the ticket. At the moment it only allows Agent names to be added  

0
Contributor
1 year ago
Skilled Expert
Susanne EwéoSkilled Expert

Data labels also on grouped bar chart in Analytics where you have >1 group byDelivered

It would be great if data labels where visible also on grouped bar chart in Analytics where you have >1 group by. Example 1: only 1 group by and data labels are visible Example 2: 2 group by and no data labels are visible 

9
Amrit Mishra
1 year ago
Teemu Leisto
Apprentice
Teemu LeistoApprentice

Bulk Update for Contact InformationClosed

Hello,It would be very helpful to have a bulk update option for customer contacts in Freshdesk. Currently, actions such as sending activation emails, granting access to view all tickets of the organization, or updating the timezone must be done individually for each contact person, which becomes time-consuming when managing many users under the same company. It would be great if these kinds of updates (and other contact field changes such as phone, company, or custom fields) could be performed in bulk. Is there any plan to add this functionality, or could it be considered for the roadmap?

0
Teemu Leisto
Apprentice
1 year ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Add agent interactions to business rulesClosed

Our org would like to require tickets to have a note on a ticket before being transferred into another group.  I realize this may be difficult if a ticket bounces around quite a bit, but considering orgs tend to have a T1/T2/T3 setup, it’s logical to think that you could use Agent Interaction count to drive this, but this isnt possible in Business rules. An example:All conditions match the below:Ticket Forms.Group includes T2- Service Desk, T2 - Phone support, T2- Infrastructure teamCurent Ticket.Agent Interactions is not at least 1Validate form on submission:“Please leave a note on troubleshooting steps taken so far prior to escalating to the next group” We could do this with automattors but it would result in an automation being needed for every different group that exists in the org as a trigger (If group is updated from T1 - Service Desk to Any group and condition of agent interactions is 0, return to T1 - Service Desk)

1
mbackwater42
1 year ago
Contributor
darmstrong786Contributor

Task Management and SynchronizationClosed

We are desperately needing better Task Management in Freshservice. The Tasks module section is laughable. The fact that you can’t even filter by status for all Task types in Freshservice is insane.I’m looking for a Board view of all Tasks regardless of it’s Parent.Also/Alternatively, have those Task sync (two way) with MS Planner and just hand off that Management. 

0
Contributor
1 year ago
Skilled Expert
Cara

Solution Articles - Publish to the Portal Requester VisibilityClosed

It would be amazing like Service Items, we could add in Requester visibility:  We have various different agencies and if we could use the Requester Groups we have created for Service Items as well for Solution Articles, this would make showing the right customers the right Knowledge Articles instead of relying on Tags or creating Folders with different Visibility on the folder per arrangement. This would mean we would have (as we have 5 agencies and therefore would have too many combinations to create that many folders) and therefore have started relying on tags instead but this means that agencies have access to other agencies knowledge and mean that they may follow the wrong instructions. Having the ability to add the Requester Groups to each article as well would mean we could create a folder called Published Articles and just add the visibility to each article individually as well.

3
Daniel Söderlund
Top Contributor ⭐
1 year ago
andersreve
Top Contributor ⭐
andersreveTop Contributor ⭐

Rolling Ticket Volume / ticket voume trend Report in AnalyticsClosed

I’m looking for to create a report that provides insights into the aggregated ticket volume over the last time period. Specifically, I want to create a line chart that shows:The data aggregated number of created tickets for the past 30 days, rolling backward from that given date in the time period selected.It would mean I can select as an example Tickets created last 30 days, and then select By week and Last Quarter, and I would get a line chart where the data point is the start of every week over the last Quarter, and the aggregated number of created tickets over the last 30 days from everyone of these dates. Example:On 25.11.24 - 530 tickets has been created the last 30 days.On 02.12.24 - 560 tickets has been created the last 30 daysOn 09.12.24 - 600 tickets has been created the last 30 days.etc etc…This data should be used to create a chart (I prefer a line diagram for this specific data) to represent accumulated ticket volume over time, so that I can understand if our ticket volume has been increasing or decreasing.I do not want to see how many tickets was created day by day, or week by week.

1
Daniel Söderlund
Top Contributor ⭐
1 year ago
DanielRuff
Top Contributor ⭐
DanielRuffTop Contributor ⭐

Bring Back Tabular Data Visualization in PDF ReportsPlanned

Context:A few years ago, Freshworks offered a visualization feature that allowed users to include tabular ticket data in PDF reports—essentially a summary table showing ticket attributes. This was incredibly useful for generating readable, graphical reports for customers and internal stakeholders.Unfortunately, this feature was deprecated around mid-2021. Since then, newer accounts no longer have access to this functionality. The current workaround—exporting data as CSV—is not ideal for many users and lacks the clarity and presentation quality of a structured PDF.Thread in the community: Report view tabular | Freshworks CommunityCurrent Limitations:No option to export ticket data in a readable, graphical PDF format. The “Underlying Data” feature does not support PDF export, making it an incomplete replacement for the removed tabular view. CSV exports are a workaround, but not user-friendly for all regions or use cases.Why This Matters:The removed feature was not redundant—it served a distinct purpose that is not currently met by any other feature. Many customers rely on clear, visual reports for audits, compliance, and internal reviews. The lack of a tabular PDF export significantly reduces the usability of Analytics for these purposes.Request:Please consider reintroducing the tabular data visualization feature for PDF reports or provide an alternative that allows exporting underlying data in a structured, readable PDF format.

3
Amrit Mishra
1 year ago
Mahdi.abuhait
Contributor
Mahdi.abuhaitContributor

Centralized Approval Requests Dashboard for Helpdesk TeamClosed

To enhance the efficiency and management of the helpdesk team by providing a centralized dashboard for tracking and managing all pending approval requests for others For both SRs and Changes. A centralized dashboard on the helpdesk platform that aggregates all sent approval requests. This feature will allow the helpdesk team to have a comprehensive view of all pending requests, facilitating easier follow-up and management.Key Components: Dashboard Overview: A dedicated page accessible from the helpdesk main menu. Summary section showing the total number of pending approval requests. Filter and search options for quick access to specific requests. Request Details: Each request entry should display: Request ID Requestor's name and department Date and time of the request Request type/category Current status (e.g., Pending, Approved, Rejected) Approver(s) assigned Hover or click to expand for additional details, including the request description and any attached documents. Filtering and Sorting: Filters for request status, request type, department, and date range. Sorting options by date, requestor, status, or urgency level. Notifications and Alerts: Automated notifications for pending requests exceeding a set duration (e.g., 48 hours without action). Highlight overdue requests in red or with an exclamation mark for urgent attention. Actionable Insights: Metrics and analytics section showing trends (e.g., average approval times, most common request types). Ability to generate and export reports (e.g., monthly summary of pending and approved requests). User Permissions: Role-based access control to ensure only authorized personnel can view and manage the dashboard. Differentiated views for helpdesk team leads and regular team members.

1
Mahdi.abuhait
Contributor
1 year ago
zachary.king
Top Contributor ⭐
zachary.kingTop Contributor ⭐

Ability to share ticket views with multiple agent groups at onceFuture Consideration

We can create ticket views and share those views to all agents, or an agent group. But its limited to just one selection. We would like to be able to share the view with multiple agent groups at once. This would save time from having to duplicate the view just to share it out with another group. 

5
1 year ago
brodymaxwell546
Apprentice
brodymaxwell546Apprentice

avi tag sequenceClosed

avi tag sequence fusion proteins are engineered recombinant proteins that incorporate a short, 15-amino-acid peptide sequence (Gly-Leu-Asn-Asp-Ile-Phe-Glu-Ala-Gln-Lys-Ile-Glu-Trp-His-Glu) at the N- or C-terminus of a target protein. This tag is specifically recognized by the biotin ligase enzyme (BirA) and is enzymatically biotinylated at a designated lysine, ensuring a single, well-defined biotin attachment. The result is a uniform, functionally active protein that maintains its native structure while gaining the capacity to bind avidin/streptavidin with very high affinity.

1
Contributor
1 year ago
Skilled Expert
Cara

Major Incidents - Form TemplatesClosed

At the moment it appears that the form templates are only available for Incidents and not for Major Incidents. When Major Incidents occur, the idea is to try and get them logged as quick as possible so investigations can start and people can be advised of the ticket to link to. Having the ability to create templates for certain scenarios would be very useful. We have had our Major Incident Management team request this be set up so that they can try and streamline the processes. I am unsure as to why it is only available for Incidents and not Major Incidents. 

0
Skilled Expert
1 year ago
Skilled Expert
edward.kimSkilled Expert

Allowing special characters (bullet point and emojis) in the FieldsClosed

Hi everyone,  We have been getting more questions/requests from our users about using emojis and special characters (mainly those “black dot” bullet points when they want to provide a list) for several fields we have in Major Incident tickets and Service Request tickets.   Anyway, not a priority at this point but I did notice that we get more questions on it so decided to post here to suggest this or to hear if it’s a possibility just in case.  Thank you!  

0
Skilled Expert
1 year ago
Contributor
Munger41Contributor

Conditional Dropdown Choices on Ticket FormFuture Consideration

We are setting up a new LMS, and want FS to handle tickets for our existing software products and also the LMS. The problem is that users can have issues with the LMS that simply don’t apply to other products (course doesn’t complete, didn’t get my certification, etc). It’s confusing for users to select “Word” for “System affected” and then see “Course didn’t complete” as an option in the “Specific Issue” drop-down. A drop-down menu whose items populated depending on the choice made in a prior drop-down menu would solve this problem. Right now, we either have to live with the confusion or create two different ticket forms. 

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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