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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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Apprentice
jtfox_vc3Apprentice

MSP Mode Company Enhancements for AgentsClosed

Can we please move Companies and Contacts into the Agent navigation like Assets? Agents need to be able to view Company and contact details. Especially when in MSP mode.  Also, when viewing the company, it would be nice to have a related list of tickets and assets associated with the company. Right now, all we get is a contact list. 

0
Apprentice
1 year ago
Apprentice
LVJApprentice

Bulk forward the ticketsClosed

We want to mark several tickets an foreward them to onse. So you so not have to open for example 10 ticket, when all os them must be sent to the same recipient. It must be without merging the tickets but where to forward the message.  We often do this with many tickets to out suppliers.    

1
david09
1 year ago
lauridudu
Apprentice
lauriduduApprentice

Feature Request: Task Dependencies and Links via APIFuture Consideration

Hi Freshservice team,I'd like to request API support for task dependencies and links. Currently, these relationships can be managed through the web interface but are not accessible via the API v2.Current LimitationWhile we can create and update tasks through the API, there's no way to:- Retrieve task dependencies (predecessor/successor relationships)- Access task links (related to, caused by, etc.)- Create or manage these relationships programmatically Thanks for considering this enhancement.

0
lauridudu
Apprentice
1 year ago
Apprentice
Bart De RidderApprentice

Feature request - Freshdesk: counter of selected tickets in ticketviewFuture Consideration

Hello Freshworks,I have an idea for a general improvement:When selecting tickets, for example to assign them to an agent, it would be nice if there was a counter of selected tickets. That way it’s easy to assign the same number of tickets to every agent without having to actively count them.I’ve made a mock-up below to give an idea how it could look.Kind regards,Bart De Ridder  

0
Apprentice
1 year ago
Contributor
tzhuContributor

Request Advanced Searching in Customer PortalClosed

Currently the searching function in customer portal is very limited, searching from all over the portal. Our number of solution articles in increasing and it is getting more and more difficult to locate the correct article. Advanced search is urgently in need to enhance the usability of our customer portal.Such as search by country, search by category etc. 

8
1 year ago
Captain_Rex
Apprentice
Captain_RexApprentice

Auto-Assign Assets by Ticket AutomatorClosed

We often get printer consumable emails raise automatically from our supplier when toners are automatically re-ordered and shipped. In the comms from the supplier, the serial number of the printer the toner is assigned to is provided. We were hoping to use Ticket Automator to configure a new workflow that, using the condition of “Ticket Fields.Description <contains> then the serial number that the Action would be to auto assign the correct asset from the asset inventory. However, there is no Asset option(s) in the action drop down list. Could the Ticket Automator have access to Asset Inventory tables to allow this type of automation work?  

0
Captain_Rex
Apprentice
1 year ago
Rkwaqas
Apprentice
RkwaqasApprentice

Using AI Tools for Everyday CalculationsClosed

Artificial Intelligence is no longer limited to research or enterprise solutions. Today, AI tools are making their way into our daily lives by simplifying tasks such as language translation, image recognition, and even time or date-based calculations. Developers are increasingly experimenting with lightweight AI frameworks that can run on devices like STM32 boards or mobile platforms.One interesting application is building smart utilities that provide quick and accurate results without manual effort. For example, creating a tool that helps with حساب العمر (age calculation) shows how AI or even simple logic-based models can improve user experience. Such tools not only save time but also provide precise outputs that can be integrated into larger applications.I would like to know what other examples the community has seen where small AI-driven utilities are being used to solve everyday problems. Have you built or come across similar tools that could inspire practical implementations? 

1
danielcarter
1 year ago
merriumkareem
Apprentice
merriumkareemApprentice

Best Ways to Manage Large File Downloads for Customer TeamsClosed

In customer support and CRM workflows, sharing and downloading large files (like reports, customer data exports, or training videos) can be challenging. I’ve found that using cloud downloaders really improves efficiency and reduces time spent on file transfers.For example, tools like TeraBox Downloader make it simple to download and manage big files without extra steps. This can be especially useful for remote teams who need quick access to shared resources.What methods or tools are others here using to simplify file downloads in your customer support processes?

0
merriumkareem
Apprentice
1 year ago
Anqders
Contributor
AnqdersContributor

Ticket Conversation sortingUnder Review

User story:As an agent in Freshservice I would like to sort ticket converstation (Most recent at top) to get a quick view of a requester response. I normally don’t have to respond to the ticket, so I don’t want to scroll to the bottom. Further info:We looked at the add-on for this, but it’s a global setting, and we only want this for one workspace (department). Futhermore, We would like to stick with native functionality to insure a stable platform for our users, where we dont’t risk anything breaking in a newer update of FreshService down the road, nor be dependenant of 3. party vendors. 

1
1 year ago
Apprentice
2237carleesApprentice

Professor Oak: More Than Just a Tutorial Guide in PokerogueClosed

Professor Oak is not just a tutorial character. He embodies the spirit of exploration and discovery that defines the game. Players appreciate Oak for his straightforward guidance, which helps them navigate the initial complexities of Pokerogue .In Pokerogue, Professor Oak stands out for providing crucial insights that enhance gameplay. His guidance on understanding basic mechanics and using the Pokerogue Dex effectively can significantly improve a player's strategic capabilities. The charm in Oak comes from his role as a friendly mentor. His advice is presented in a manner that educates and encourages.The charm of Professor Oak lies in his blend of informative guidance and welcoming presence. He symbolizes the gateway to endless possibilities, making him a beloved character who enhances the overall journey through Pokerogue.

0
Apprentice
1 year ago
Apprentice
emily.talonApprentice

Add Content field type to field manager for ChangesFuture Consideration

In Field Manager, you can add a “Content” field for Tickets, but that option is missing for Changes. It would be really useful to have that content block available for all Changes, as well as Problems and Releases.  

0
Apprentice
1 year ago
Active Contributor
CecileActive Contributor

German Translation for Major Incident - Improvement requestClosed

Current the translation for Major Incident in german is as follow: Schwerer IncidentMelden Sie ein schwerwiegendes Problem Not only it does not comply with ITIL, but it is very poorly translated in the german language and represents a challenge for user acceptance. We please ask to update the german translation to:Major Incident Melden Sie einen Major Incident  Any german users we would be happy to have your support !Thanks in advance,Cécile

1
johannes.deneke 
1 year ago
Apprentice
Putriayuningsih09Apprentice

Cara Membatalkan Pengajuan AdaPundiFuture Consideration

Mulailah cara Membatalkan P𝗶njaman (AdaPundi ) dengan cara menghubungi Live Chat via WA:(+628553333075'), jelaskan alasan ingin melakukan Pembatalan, lalu siapkan data diri Anda seperti KTP, dan ikuti langkah-langkah pembatalan yang di instruksikan oleh customer service.

3
1 year ago
Zacq768
Apprentice
Zacq768Apprentice

Ability to toggle between Agent and RequesterClosed

We’re running into an issue where an agent in another workspace is attempting to view their own SR lodged in our Workspace. She’s unable to view it because when she “logs in” on the support portal, it throws her into the Agent workspace view and denies her access because she’s not an observer of our workspace. It would be nice if there was a toggle on the support portal (which obviously only displays to agents) designed to force FreshService to observe everything from there on as a requester.

0
Zacq768
Apprentice
1 year ago
Apprentice
effApprentice

Change Management Planning Fields Need to be ResizableClosed

We utilize the Change Management feature in Fresh. We add a lot of details to the Planning fields. Is it possible to allow manually expansion of these fields so that we don’t need to continuously scroll up and down in those small fields? 

0
Apprentice
1 year ago
gabriel.amarodaluz
Apprentice
gabriel.amarodaluzApprentice

Import Custom Objects records with APIClosed

Hi,It would be really helpful if we could import multiple custom object records via an API call using a CSV file.Right now, it looks like imports are only possible directly through the UI.Thanks a lot,Gabriel

0
gabriel.amarodaluz
Apprentice
1 year ago
Skilled Expert
DJLSkilled Expert

Add Canned Responses in Resolution NotesClosed

Please can you all canned responses to be available within the resolution notes

1
Captain_Rex
Apprentice
1 year ago
Karel_Vlček
Top Contributor ⭐
Karel_VlčekTop Contributor ⭐

Make "Tasks table/list" view to have the same behavior like "Tickets list"Future Consideration

Hi!One of the things, that makes me crazy, is setting the Tasks list again every time I reload the page.What I mean: Setting up the size of the columns. Disabling the filters window. Selecting my custom filter. (reload keeps it, but opening new window not)Why can’t it be “saved” like in the "Tickets list"?The views are the same. Only the data are differet. So why is the functionality of the view not the same?Can you, please, finish this. Also, I always wonder, why the developer team is making new functionality before finishing what is done (ADHD?)?BR.Karel  

0
Karel_Vlček
Top Contributor ⭐
1 year ago
jcapitan-shoreline
Skilled Expert
jcapitan-shorelineSkilled Expert

Comprehensive Inventory Audit LogClosed

We need a dedicated Audit Log section to provide a complete history of all changes made within the inventory system. This feature will give administrators full visibility into asset lifecycles, ensuring accountability, enhancing security, and preventing unauthorized actions like asset deletion or modification. Core Functionality The audit log should automatically record and display the following events: Asset Management: Creation, Deletion, and Updates: Any changes to an asset's details. Assignment & Ownership: When an asset is assigned or unassigned to a user. Location Changes: When an asset's physical location is updated. System Configuration: Field Management: Creation or deletion of custom asset fields. Vendor & Product Management: When new vendors or products are added to the system. Transactional Activity: Purchase Order (PO) Changes: Any modifications to a PO. Data Exports: When data is exported from the system. Interdepartmental Linking: Ticket Associations: When an asset is associated with a help desk ticket. PO & Request Associations: When an asset is linked to a PO, a service request, or a change ticket.  Business Value Implementing this feature will help us: Improve Security: The log will act as a critical security tool, allowing us to track assets from creation to disposal and quickly identify any suspicious activity, such as an asset being deleted without proper authorization. This directly addresses the concern of potential theft. Enhance Accountability: By logging who made a change and when, we can easily pinpoint responsibility for any discrepancies or errors. Streamline Audits: It will provide an immutable record of all inventory activity, making internal and external audits more efficient and reliable.

0
jcapitan-shoreline
Skilled Expert
1 year ago
Apprentice
jreedyApprentice

Block notifications to Agents who are also RequestersFuture Consideration

When an Agent is also the Requester on a ticket and they update the ticket, they receive a notification that the ticket ticket has been updated. Please add logic that is the update is created by the Agent and the Agent is the Requester, do not send the notification. 

0
Apprentice
1 year ago
mskotko
Top Contributor ⭐
mskotkoTop Contributor ⭐

Advanced Filtering for ListsFuture Consideration

Instead of only have options for ANY or ALL it would be more beneficial to build AND/OR statements. This should apply to all areas of Freshservice (Tickets, Changes, etc etc). An simple example would be building a filter to see tickets in Agent Group A OR Agent Group B AND Status is Open.

3
mskotko
Top Contributor ⭐
1 year ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Allow to rearrange workflow nodesUnder Review

When working with huge workflows and deleting parts of it, the nodes do not rearrange if there is no connecting node next to it.Please integrate a function to automatically rearrange the workflow nodes to use a less space as possible.Example of a really messy workflow:see also ​@zachary.king ​@PatrickMurphy ​@eeha0120 ​@Daniel Söderlund 

9
mskotko
Top Contributor ⭐
1 year ago
Apprentice
justin.gonderApprentice

Support SVG image format for portal logo, embedded imagesClosed

Currently in FreshDesk it is not possible to use an image in SVG format as a logo for your customer portal, nor can you upload and embed SVG images using the insert image tool in Solutions articles or Discussion posts. Using a PNG, GIF, or JPG in these situations, however, often results in blurry images on higher resolution screens. I would like to be able to use SVGs to improve the look of my portal.

1
danielcarter
1 year ago
christian.mentor
Skilled Expert
christian.mentorSkilled Expert

Allow placeholders for "CC to" in Workflow AutomatorPlanned

It would highly beneficial for Freshservice administrators to allow the CC to option in the Action node to accept placeholders/variables just like the Send Email to option.Note the difference between the two in the screen shot:   Having to hard-code an email address is very limiting — especially when needing to add different emails depending on the conditions.For example, (unless I’m mistaken) Department Heads can see tickets raised by people in their departments — except when they’re assigned to Restricted Groups. They would need to be added as a CC in order to view certain requests.I would also add that even providing an option to add CC emails using the Freshservice API would be helpful, which is currently unavailable unless you Create A Reply.If there are other suggestions, I would greatly appreciate any input!

15
1 year ago
Apprentice
234y09h423yApprentice

Ticket template URLClosed

Well met,I’m using the Freshservice scheduler to create routine tickets to check different systems, but most of these tickets are just closed, because there is nothing to take action on.When action is required I want to generate a second ticket​ and I figured this could be done by inserting a ticket template in the shape of a URL.I don’t think this is currently possible, but what I’m asking for is something like this:https://{environment}.freshservice.com/a/tickets/new/template/{id}A sample link to perhaps understanding what I’m trying to get at:https://myenv.freshservice.com/a/tickets/new/template/routine-action-phishing-incidentI figured this would be a neat way to make it more clear what to do, from a routine perspective, and also would be a way to generate different ticket buttons, that lead to Freshservice, from other systems.

0
Apprentice
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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