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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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Steve Stryhalaleck
Apprentice
Steve StryhalaleckApprentice

Indexing Solution Articles that use External URLsFuture Consideration

Hi there, I know I am not alone in my despising of the documentation process and it is quite a job keeping up with the changes across all of our vendors. That said we are on the make the service desk smarter (using Freddy) kick like many others.I thought it would be a great idea to link to the vendor help pages that they already have written and maintain. It felt great not having to reinvent the wheel if you will. Then I discovered (and confirmed with support) that Freddy does not know about Solution Articles using External URLs even though we entered the keywords and the URLs are public. So the is the jest of my idea is to allow Freddy to index articles using external URLs. Thanks,Steve Stryhalaleck

0
Steve Stryhalaleck
Apprentice
1 year ago
stephanpoirier
Apprentice
stephanpoirierApprentice

Request for Template-Based Paragraph Formatting in Knowledge Base ArticlesFuture Consideration

Good morning, Freshdesk Community!I'm reaching out to share an idea that could enhance our experience when creating knowledge base articles. Currently, I'm facing a challenge with consistently formatting headings. Each time I create a new article, I find myself spending significant time manually adjusting the font, size, and color of my headings (especially Heading 1) to maintain consistency across articles.To streamline this process, I propose the introduction of a template-based system for paragraph formatting. This system would allow users to pre-set styles for different text elements such as headings, normal text, quotes, etc. Once set, these styles would automatically apply when creating new articles, ensuring uniformity and saving valuable time.I'm curious to know if anyone else has encountered similar challenges and if you have found any workarounds. More importantly, I believe this feature could be a valuable addition to Freshdesk, benefiting all users who regularly contribute to the knowledge base.I look forward to your thoughts and votes on this idea!Thank you for considering this suggestion.

3
1 year ago
Skilled Expert
Cara

Task Workflow - Ticket's Workspace / Ticket's GroupClosed

While there is an option to set the Workspace drop down to Ticket’s Workspace and then set the Group as Ticket’s Group. This is not available in the Task Automator. This makes it more difficult to assign a task to various groups depending on the previous process e.g. we have a custom object that has each location assigned a Technical Support Group and Radio & Electronics Group to is. Therefore, we have a lookup and action to assign it to the relevant Tech Support or RES team based on the customer’s location, then if we create a task in the Ticket Automator after this, we can have it set to Ticket Groups and it will also assign the task based on the Tech Support team it assigned the ticket to. This is not possible to do in the Task Automator. You can only assign the Task to a specific group. Which is not useful in the above situation. Can Ticket’s Group also be available in the Task Automator so that we do not have to try and create yet another workaround to get the task to go to where it needs to go.

3
Daniel Söderlund
1 year ago
Skilled Expert
Cara

Solution - Feedback Free Text FieldFuture Consideration

Can we please have a Free Text field at the bottom of the Solution Articles so that when Requesters or Agents mark a Solution Article as good or bad, they can write why and what is wrong with it or what information needs to be changed, is it now obsolete… Even having it flag as Pending Review so that we can see what an article has been marked as needing to be reviewed or ‘thumb down’. There needs to be a way to provide more information. Having just a thumbs up and thumbs down does not give you any information as to why it was good or bad.  And also have a rating system so we know which are our most used and most useful articles.  If the article gets marked as needing review and it is a published article, it should then be marked as urgent review and be removed as a published article.

0
Skilled Expert
1 year ago
SW-Scott
Top Contributor ⭐
SW-ScottTop Contributor ⭐

Export Reports / Analytics and Custom Objects to Production from SandboxClosed

Over the past 6 months I have built out our entire Production Environment in the sandbox spending no small amount of time on Analytics and Custom Objects.  After syncing everything to Production, yesterday in preparation for a GO LIVE Training on MONDAY I found that I cannot sync my weeks worth of work up to Production from the Sandbox. Why, oh WHY? PLEASE make this something that can be synced and spare future admins weeks of wasted work. Custom objects also? At least this will only take me a couple of hours… but the Analytics is going to keep me working 20 hours a day from now until Monday. 

1
Daniel Söderlund
1 year ago
Skilled Expert
Cara

Audit - More OptionsClosed

You should be able to do an audit on the various fields available e.g. be able to search on the action (Created, updated, deleted) and free text search for certain criteria too within the Details section or because you can only search on active people, the ability to search on account that were deleted too. Otherwise you have to know the specific person or date that something was done so that you can conduct an audit which is not always possible.

0
Skilled Expert
1 year ago
Apprentice
matttarletoncastandcrewApprentice

Multiple Delegates for ApprovalsClosed

We would like the ability to delegate approvals to multiple users with the option to either require all delegates or only the first responder. A lot of times we don’t have another sole individual who can cover off on the original approver’s knowledge/role. Being able to elect multiple delegates would help alleviate that. 

0
Apprentice
1 year ago
AutomatedDuck
Skilled Expert
AutomatedDuckSkilled Expert

Add Acknowledge to Bulk Action and Scenario AutomationClosed

The on-call management features are great but teams are starting to ask good questions about features that are not available. Would it be possible to add the Acknowledge function to bulk actions and/or scenario automations? This would allow the agent(s) to more quickly process tickets that came in as part of an event or error. That way they would not have to acknowledge 100 tickets one at a time.

0
AutomatedDuck
Skilled Expert
1 year ago
Apprentice
JonasApprentice

Update asset departmentsFuture Consideration

I would love to have assets department and location automatically updated based on assigned users details. We update users in AAD and the users are synchronized with Freshservice. But their assigned assets are not updated by default.afautley has submitted a question regarding the same issue:Auto update asset departments | Freshworks Community

2
1 year ago
Roxwell
Top Contributor ⭐
RoxwellTop Contributor ⭐

Interim Document Generation for Wet Signature ProcessesClosed

 Use Case Overview Many organizations, particularly universities, public sector institutions, and organizations handling visa or compliance documentation, require physical (“wet ink”) signatures or official stamps on generated documents before the process can proceed to completion. Currently, Freshservice allows document generation (e.g., via workflow automations or integrations), but this action typically represents a finalized step — triggering completion or closure of the associated request or workflow. However, in scenarios involving wet signatures, this breaks the real-world process, as the document must first be:  Generated, Printed and physically signed or stamped, Re-uploaded into the same request, Then verified or marked as complete.   Example Scenarios  University Letters & Certificates: Administrative teams generate official confirmation letters (e.g., enrolment, visa, or award letters) which must be printed and stamped with a university seal before being returned to the requester or external authority. The generated letter should not be visible to the requester until the final stamped version is uploaded and verified. Travel Visa Requests: HR or mobility teams generate supporting visa documents (e.g., letters of sponsorship, invitation letters). These require wet signatures by authorized signatories before submission to embassies. The document generation should pause the workflow at an “Awaiting Signature” stage, allowing manual intervention before continuation. Proposed EnhancementIntroduce a “Generate Document (Interim)” action type within workflows or approvals, enabling:  Document generation using existing template logic (variables, placeholders, etc.). Workflow continuation hold until a file is re-uploaded. Optional visibility control, hiding the draft/generated document from the requester until the final version is uploaded. Configurable status or stage name (e.g., Awaiting Signature / Awaiting Stamp). Resume automation once the signed/stamped version is attached and verified.   Key Benefits  Aligns Freshservice workflows with real-world administrative and legal processes that require physical document handling. Prevents premature request closure or visibility of incomplete documents. Supports compliance, especially in education, HR, and visa-related processes. Reduces the need for workaround solutions (e.g., manual ticket transitions or parallel request types).  Example Workflow Flow  Request submitted → Workflow generates draft document → System transitions ticket to Awaiting Signature → Agent downloads, signs/stamps, and uploads final document → Workflow resumes, transitions to Approved or Completed, and sends the signed document to the requester.  

0
Roxwell
Top Contributor ⭐
1 year ago
Apprentice
Bart De RidderApprentice

CSAT: Mandatory comments as an optionFuture Consideration

It would be nice to have the option to make comments mandatory for certain options of the CSAT scale.For example: if a customer wants to send in a negative CSAT, they would have to add an extra comment with their reasoning.That way, there’s a higher chance of us having the required information to help the customer.

0
Apprentice
1 year ago
Skilled Expert
Cara

Ability to link Parent from ChildFuture Consideration

At present there is only the ability to link a child to a ticket rather than link a parent e.g. you have a Major Incident occur but you have to open the major incident in order to link your child ticket to it. There is no ability to link your ticket to the Major Incident from the current ticket.  I am unsure why this is the case when you can do this with the change process. Can the ability to link a parent ticket to the child instead of having to have both tickets open and having to link the child ticket from the major incident instead.

2
Skilled Expert
1 year ago
Contributor
SarikaContributor

Analytics report email address is same as Freshworks support email addressPlanned

There are 4 countries using the Freshdesk portal and as per our support model, the countries don’t contact the Freshworks support and its done via the global team.  But as the email from Analytics, support@freshdesk.com is same as the Freshworks support so if someone replies to any report email it creates a support ticket in Freshworks.If one can define the email address in portal or the portal default is used, it will be much better.

1
Amrit Mishra
1 year ago
Apprentice
BassApprentice

Analytics sender email addressPlanned

The Analytic reports which are scheduled are send by support@freshdesk.com. Is it currently not possible to change this address. We send some reports directly to our customers, and it's sometimes confusing when they reply to it and it is send to your support instead of ours.

1
Amrit Mishra
1 year ago
Skilled Expert
Susanne EwéoSkilled Expert

Configure ticket data on Kanban View cardsFuture Consideration

A configuration option for the cards on the Kanban View (currently in beta) to be able to select which ticket attributes/fields to display on cards (e.g. hide Status field, and add Type instead).

2
Daniel Söderlund
1 year ago
CudaPrime
Apprentice
CudaPrimeApprentice

Feature Request: Hourly Automation Based on Business Hours ScheduleIn Development

I am writing to formally request the addition of a new feature to the Freshdesk platform. The proposed feature is an hourly automation that operates based on the business hours schedule rather than the standard calendar schedule.Currently, the platform's automation capabilities are tied to a calendar schedule, which may not always align with the varying business hours of different organizations. Introducing an hourly automation feature that adheres to the business hours schedule would greatly enhance the platform's flexibility and efficiency, allowing businesses to better manage their time-sensitive tasks and workflows.Key Benefits:- Aligns automation processes with actual business hours, ensuring tasks are performed during operational times.- Increases efficiency by automating tasks in accordance with business hours, reducing the likelihood of delays.- Enhances customization for businesses with unique operating hours, supporting a more tailored user experience.We believe this feature would greatly benefit many users and improve the overall functionality of the Freshdesk platform. I appreciate your consideration of this request and look forward to any updates regarding its potential implementation.Thank you for your time and attention.

1
1 year ago
Skilled Expert
Cara

Requester / Agent - Search CriteriaClosed

You should be able to search on specific fields within a person’s profile e.g. I should be able to filter my search based on People’s set department on custom fields e.g. payroll number. From this search, you should be able to bulk update or delete people or other searchable modules. The ability to choose multiple appears to only be available in that module but then the modules only give you the option to search in some e.g. ticket list view.

0
Skilled Expert
1 year ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Upvote color changeClosed

For the community page; it would be great if ideas that I have upvoted showed a different color in the list view. I’ll frequently scroll through and see an idea to upvote, click it and the number goes down. If there was a color differentiation between upvoted and not I would do about 50% less clicking!

3
Medic1334
Top Contributor ⭐
1 year ago
SW-Scott
Top Contributor ⭐
SW-ScottTop Contributor ⭐

Journeys -- Enable editing of system emailsFuture Consideration

I believe this must be an oversight, but we cannot edit the system email templates in Journeys. Tickets -- CheckProjects -- CheckJourneys -- Nope

4
zachary.king
1 year ago
Hubert.Panszczyk
Top Contributor ⭐
Hubert.PanszczykTop Contributor ⭐

Freshworks Community - Dark modeClosed

I use FreshService and love the dark mode, but I still miss it in the Freshworks Community. I can’t find any option to change the theme, and unfortunately, my organization doesn’t allow installing plugins that would handle this automatically. I think many regular forum users would appreciate adding such a feature. 🙂I’m selecting the product area as Freshservice since I don’t see a more fitting option.

0
Hubert.Panszczyk
Top Contributor ⭐
1 year ago
Contributor
anders.grapeContributor

Change the custom email reply for generated documentsClosed

When you generate a document from a ticket and click “generate and send custom email”, this response message appears:“Hi XXX XXX,Your document request has been fulfilled. Please click here to access the document directly from the ticket.Regards,XXXX“It would be nice to be able to change that default text.

0
Contributor
1 year ago
xTofC4Be
Apprentice
xTofC4BeApprentice

Recurring on-call patterns with custom repeatsFuture Consideration

Hello Freshworks team,I would like to request an improvement on the On-call schedule module We rely on it daily and would love one enhancement that would remove a lot of manual work and scheduling errors.Request summary:Add native support for recurring on-call patterns that can repeat every X days, weeks, or months, while respecting a manually configured day-by-day plan and permanent delegation rules.Concrete use case:Team of 5 covering a 7-day on-call, weekends and holidays included. We run a 35-day sequence where some people have two or more consecutive days not always in the same rotation order. The exact 35-day plan must repeat identically every 35 days.Problem today:Schedules do not support repeating a custom, manually built pattern on a cycle such as every 35 days or every 5 weeks. The current rotation model prioritizes an automatically calculated order. In real life we often need the same person on consecutive days or irregular sequences that do not follow a simple rotation. Workarounds involve cloning blocks by hand and then manually adapt as the rotation order takes the priority, which is error-prone and time consuming.Proposed solution:Recurrence engine: let admins define a cycle that repeats every N days, or every N weeks or months, with a start date and optional end date. Pattern-based planning: allow building a manual day-by-day assignment for one cycle where any agent can appear on any number of consecutive or non-consecutive days. The manual pattern is the source of truth. When the cycle repeats, the exact same assignments repeat in the same order and that order is copied when schedule is cloned. Rotation priority control: provide a setting to disable automatic rotation priority so the manual pattern is kept and used exactly as configured.I would be happy to share examples if the request is unclear. Thanks for considering this. It would be a significant quality-of-life improvement for teams running complex, real-world on-call patterns.Kind regards,Christophe Doguet

1
adityalamghare
1 year ago
JaySpeer
Contributor
JaySpeerContributor

Remove Watchers through Workflow AutomatorFuture Consideration

Through the Workflow Automator, we have the ability to add watchers but we do not have the ability to remove watchers.For some background, all service items that require approval for our organization get sent to an Automation Agent Group until the request has been approved or rejected. The reason behind this is that our organization has accepted that IT will not work on items without the approval when approval is required so we use our Automation Agent Group as a triage space since some of our request items have true automation through web requests to fulfil the request. The gap we have is that often times, the approver responds to the request with questions that will drive their approval decision and no one regularly monitors the requests pending approval. Since there is an Action in the WFA to add a watcher, our idea was to build a custom object that will identify who the IT Business Partner for each department is and add them as a watcher to field any questions for requests coming from their respective teams while it’s pending approval. Once an approval decision has been received, we’d like to remove them as watchers so they aren’t receiving unneeded notifications.We would love the ability to either remove individual watchers or all watchers through the WFA so that after the Approval Status changes from Requested, we can update appropriately.

5
Daniel Söderlund
1 year ago
Skilled Expert
Cara

Solution - AI for Keywords and TagsFuture Consideration

Is it possible to get Freddy AI to make suggested Tags and Keywords for Solution Articles and such so that we can utilise this to its best ability.

0
Skilled Expert
1 year ago
Contributor
bculpepperContributor

Add Agent Groups to Task Dashboard WidgetsFuture Consideration

We are newer customers but I have had several complaints from my agents already that they would really like a dashboard widget that shows them how many unassigned or open Tasks their agent groups have.  So I came to this Idea site and found that this has been a backlog request for over SIX years!?  That doesn’t give me a lot of confidence that we will see this in our lifetime...but I’m going to ask for it again.  Can we please move the request for looking at Agent Groups from the Dashboard Widgets as it applies to tasks be added? My Groups Task In Dashboard | Freshworks Community

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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