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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
JorgeRApprentice

Service Catalog item per workspaceUnder Review

I’m rolling out new workspaces, and it would be great if the workspace could be selected from the service catalog so it filters the service items to only those in that workspace. Otherwise, items from all workspaces show up, which looks messy and confusing for users

3
1 year ago
Skilled Expert
Cara

Workflow Automator - Ability to Move and UnlinkFuture Consideration

When creating a workflow, it makes it very hard to administer when you cannot move any of the options or arrows / unlink and relink. As it means you often either have to rebuild or copy and re-create elsewhere. It also means when something is deleted, there is a huge gap between one branch and another. This makes it more difficult to navigate through the workflow to see each branch. If you could unlink and move a branch by dragging this would make administration on a workflow much smoother. If you can then re-link and condense workflows yourself by clicking and dragging the branches or options themselves making it easier to see and format the workflow. 

0
Skilled Expert
1 year ago
Skilled Expert
Cara

Ticket View - Change Default ColumnsFuture Consideration

We would like to set certain columns as default columns for every agent so that when they first get access they get all the columns that are required for their team to process the tickets effectively e.g. we have escalated as a new field and needs to be visible so that when a ticket is escalated to their team and marked as such that this is made visible to their team automatically so they are aware. We cannot make columns required by default in the ticket and task list view and would have to get each individual agent to set this up and would therefore require people to set it up themselves once they log in, which may not happen.

2
Skilled Expert
1 year ago
Skilled Expert
Cara

Email AuditingFuture Consideration

It would be beneficial to see what incoming and outgoing emails are from the system so we can audit who was sent what and when.  This is beneficial so if a Customer says they did not receive an email we are able to see when the system sent it and if it didn’t can investigate why it may not have.  We would also need to see what information was sent and who it was sent to. We can do this with M365 but it a slower process.

2
Skilled Expert
1 year ago
Apprentice
AnonUser123Apprentice

Ability To Assume Identity of Agents Part of a Restricted GroupFuture Consideration

Admins require the ability to assume the identity of agents, regardless of their membership in a restricted group. This capability allows for effective troubleshooting, auditing, and role management, ensuring that the ITSM team can maintain operational efficiency and flexibility tailored to the organization's specific needs.

2
kpatterson
1 year ago
igocza
Apprentice
igoczaApprentice

multiple ticket tabs in one screenFuture Consideration

I suggest to do the same improvement for agents ticket page view as it is done in Zendesk (see the screenshot). Agents can have multiple tickets open in tabs or pages with filtered views or search pages or contact detail pages and easily jump between these pages or close them. 

5
1 year ago
Skilled Expert
DaniSSkilled Expert

Mandate associate asset on ticketsFuture Consideration

We need a solution to make asset association mandatory for agents when working on INC and SR tickets, specifically based on certain ticket categorizations. Currently, assets are often omitted because they are not required fields. To address this, we would like to enforce asset association as a mandatory step, at least for application-related requests or issues.Thank you!

2
Skilled Expert
1 year ago
Skilled Expert
Cara

Shared Fields - Available on All Ticket TypesFuture Consideration

We should be able to use the Shared Fields on all ticket types (Tasks, Service Requests, Incidents, Problems, Changes, Releases) so that we are not having to update all the ticket types separately and can use these fields for all. 

0
Skilled Expert
1 year ago
Skilled Expert
Cara

Pre-Filled Input Value - More Options to Link toFuture Consideration

At the moment the Pre-filled input value only give you limited options to link to another field. It only allows you to add default fields for the logged in user and not for a different Data Search for All Users or Agents. In our organisation tickets are not always logged by the person who is logged into the portal. Often Admins or Supervisors log tickets on behalf of someone else who knows what access each person needs who is entering into their team. This leaves the pre-filled input value option almost unusable as it will import the incorrect information based on the person logging into the system rather than who the ticket is actually for and does not show custom fields in the options to select e.g. we have payroll number in our agent and requesters but these fields do not show up.

0
Skilled Expert
1 year ago
Skilled Expert
Cara

Shared Fields - Available in AdminFuture Consideration

Can you add a link to Shared Fields in the Admin section so you do not have to keep going into the Service Catalog to get to the option and is easier to access.

0
Skilled Expert
1 year ago
Skilled Expert
Cara

Search Filter - OR, AND, NOT, GroupingFuture Consideration

When conducting a search or creating a ticket list view, the search function only allows you to do an AND search rather than OR or NOT or to group certain search criteria together.  To have the above would make searching for specific ticket types or people or tasks… much easier and give the ability to also search on tickets / tasks assigned to your group OR assigned to you. As a ticket may not be assigned to your group but directly assigned to you so is part of your workload and vice versa. So having the ability to search with an OR filter and build a more accurate search criteria would be highly beneficial.

0
Skilled Expert
1 year ago
Contributor
SarikaContributor

Fixed headers in the ticket list pageUnder Review

When agent scrolls down the ticket list view, the headers are not shown. For the default columns its not an issue but when agents adds other columns it will be nice to see the headers instead of moving up to confirm the header and data.

2
Trevor Cooper
1 year ago
cbdpackagingprintingservices
Apprentice
cbdpackagingprintingservicesApprentice

Unlock the Power of Custom Herbal Packaging Make Every Box Sell for YouClosed

First impressions sell products and custom herbal packaging makes your brand unforgettable. Imagine boxes so stylish and sustainable that they not only protect oils, tinctures, or edibles but also attract customers at first glance. With eco-friendly materials, premium printing, and luxury finishes, your packaging becomes more than a container it becomes a storyteller. From sleek display boxes to sturdy shipping cartons or gift-ready designs, every option is crafted to elevate your brand. Custom sizes and unique designs create shelf appeal, boost trust, and keep customers coming back. Strong, sustainable, and eye-catching your packaging becomes the silent salesperson your brand deserves.

0
cbdpackagingprintingservices
Apprentice
1 year ago
Skilled Expert
DaniSSkilled Expert

Contract module for workflow AutomatorFuture Consideration

Access to contract module via workflow Automator for contract management. The goal is to automatically generate tickets when a contract is approaching its expiration date. This automation should help ensure timely follow-up and renewal actions, reducing the risk of contracts lapsing without attention. Please provide guidance or implement a workflow that monitors contract expiration dates, and upon reaching a defined threshold (e.g., 30 days before expiry), triggers the creation of a ticket assigned to the appropriate team for action.

1
Topper
1 year ago
Apprentice
JorgeRApprentice

Project Management assign to non-agentsFuture Consideration

It would be great if, in project management, I could—purely for informational purposes—assign tasks or tag stakeholders/key users to a project (even just as text). We need to see that certain tasks are assigned to someone who isn’t an agent without having to license them as a project collaborator. Info-only

0
Apprentice
1 year ago
Skilled Expert
Cara

Copy Task Data or Notes into Primary TicketFuture Consideration

At the moment, task data is only stored in the task rather than also in their linked parent ticket as well for auditing purposes. This means that in order to get the full history of the ticket, an agent needs to open each part of the workflow and tasks in order to gather all the information as to what has been done. If at least the task notes were copied to the Service Request Activity so that Agents and potentially Requesters can see what has been done in the process of their ticket, this would be very helpful.

0
Skilled Expert
1 year ago
Apprentice
AnonUser123Apprentice

Child Tasks for Problem and Change Tickets Instead of Basic TasksFuture Consideration

Tasks in Freshservice are currently too basic, primarily serving as simple notes. To improve functionality, they should be enhanced to resemble ServiceNow's tasks, allowing for better collaboration. This means enabling features like comments, which would allow teams to communicate and manage tasks more effectively within Problem or Change tickets, improving overall collaboration and efficiency.

0
Apprentice
1 year ago
Apprentice
michaelCDSApprentice

Allow creation of checklists/tickboxes in Private/Public NotesFuture Consideration

We’ve currently got the option of creating ordered or unordered lists Could we have the option to add in a checklist here as well?  That way we could either manually create lists, as well as automate the creation too?  

0
Apprentice
1 year ago
Aazir
Active Contributor
AazirActive Contributor

Ability to report on agent availability (Ominichannel)Closed

At the moment it is possible to use the widget in the dashboard to check a agents availability during the course of the day. However it is not possible to report on how long an agent has been available to take tickets on a given/selected day. I would like to have the ability to check on any given time how long agents have been available for tickets, calls & chat. Eg. A daily, weekly, monthly report on agent availability on the various omnichannel platforms. This is super important for us when running a 24/7operation as the agents have the ability to set their own availability as opposed to a supervisor having to do it.

2
BethRayburn
Apprentice
1 year ago
BethRayburn
Apprentice
BethRayburnApprentice

Periodic review of knowledge base articles via schedulerClosed

We regularly use scheduler for repetitive tickets, we would like to utilize this feature to create tickets and assign them to a group for knowledge base articles that have surpassed review dates or have upcoming review dates about to expire.  We don’t have a dedicated knowledge base manager, so need to share the work out via the round robin. 

0
BethRayburn
Apprentice
1 year ago
elitehomesIndia
Apprentice
elitehomesIndiaApprentice

Smart Living Ideas for Hiranandani Westgate Thane ResidentsClosed

I've been thinking about the new Hiranandani Westgate Thane launch, and it’s got me really excited about the possibility of adding some seriously smart features. It’s a fantastic opportunity to make daily life more comfortable, secure, and even a bit greener for residents.Here are some ideas that could be explored: Smart Home Integration: Just imagine controlling your lights, AC, and other appliances right from your phone. So convenient! Green Living Initiatives: Things like centralized recycling zones, solar-powered streetlights, and AI-driven energy monitoring could make a real difference. Community App: A dedicated resident app would be great for booking amenities, paying bills, and even connecting with neighbors—it would really make the community feel closer. Wellness Tech: What about smart gym equipment that tracks your workouts and links to your personal devices? Safety Enhancements: Smart parking, AI-powered CCTV, and biometric access would definitely bring a lot of peace of mind. The fact that the project is already IGBC Gold Pre-Certified is a huge win. Adding all this tech would really be the perfect combination of eco-friendly and high-tech, positioning Westgate as one of the most future-ready places to live in Thane. I mean, how cool is that?I'm curious, what other smart community features would you love to see implemented at Hiranandani Westgate Thane?

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

Ability to sort all columns in Tickets table viewFuture Consideration

Currently it’s only possible to sort tickets in FreshService on some of the columns. All columns (incl. any custom values) should be sortable A-Z; Z-A to give agents increased flexibility when working through tickets. The example below shows how Assigned to can’t be sorted but the other 3 columns can: 

0
paulroberts89
Top Contributor ⭐
1 year ago
limitedcompanyaccountants
Apprentice
limitedcompanyaccountantsApprentice

Dividend Planning for Limited Company Directors: A Complete GuideClosed

For directors of limited companies in London, deciding how to pay themselves is a key financial decision. While salaries provide a regular income, dividends are often the most tax-efficient way to extract profits from a company.However, dividend planning requires careful consideration. HMRC has strict rules on when and how dividends can be paid, and poor planning can lead to unnecessary tax bills or compliance issues. This is why working with professional Limited Company Accountants is essential for directors who want to maximise their income while staying compliant.This guide explains what dividends are, how they work, the tax rules around them, and how directors can plan dividends effectively.1. What Are Dividends?A dividend is a payment made to company shareholders from the profits of the business, after tax has been paid. For limited company directors, dividends are a common way to take money out of the company alongside a small salary.Unlike salaries, dividends are not subject to National Insurance Contributions (NICs), which makes them a tax-efficient form of income.To learn more, see the Wikipedia article on dividends.2. Who Can Receive Dividends?Dividends can only be paid to individuals who hold shares in the company. For limited companies in London, this means: Directors who are also shareholders. Other shareholders, such as family members or business partners. Dividends must be paid in proportion to share ownership. For example, if you own 50% of the shares, you can only receive 50% of the declared dividend.3. When Can Dividends Be Paid?Dividends can only be paid if the company has sufficient post-tax profits available. This means: All business expenses have been deducted. Corporation Tax has been accounted for. The company has enough retained earnings to cover the dividend. Paying a dividend without sufficient profits is considered an illegal dividend, which can lead to penalties.4. The Process of Declaring DividendsTo comply with HMRC rules, dividends must be declared properly. The process involves: Holding a directors’ meeting to declare the dividend. Preparing dividend vouchers showing the payment details. Distributing the dividends to shareholders. Maintaining proper records is crucial in case of an HMRC enquiry.5. Tax on DividendsDividends are subject to their own tax rules. As of the current UK tax system, dividend income is taxed at different rates depending on overall income: £1,000 tax-free dividend allowance. 8.75% on dividends within the basic rate band. 33.75% on dividends within the higher rate band. 39.35% on dividends within the additional rate band. Because dividends do not incur NICs, they are generally more tax-efficient than salaries.6. Salary vs. Dividends: The Tax-Efficient MixMost limited company directors in London adopt a mix of salary and dividends. A common strategy includes: Paying a small salary (up to the NIC threshold). Taking the remainder of income as dividends. This strategy ensures directors receive qualifying years for the state pension while minimising overall tax liability.7. Dividend Planning StrategiesDividend planning requires foresight. Some key strategies include: Timing dividends: Spreading payments across tax years to stay in lower tax bands. Splitting shares: Issuing shares to family members (where appropriate) to share dividend income. Retaining profits: Leaving some profits in the company to avoid higher tax rates. Aligning with personal tax planning: Coordinating dividends with other income sources. Professional Accountants for Limited Company in London can advise directors on the most effective dividend strategy.8. Common Mistakes Directors Make with DividendsMistakes with dividends can be costly. Common errors include: Paying dividends without sufficient profits. Failing to keep dividend vouchers and records. Ignoring Corporation Tax before declaring dividends. Taking dividends in irregular amounts without proper planning. Forgetting to account for dividend tax in personal self-assessments. Avoiding these mistakes requires careful bookkeeping and planning.9. Dividends and Company GrowthWhile dividends are attractive for directors, over-reliance on them can drain company resources. Directors should balance dividend payments with reinvestment into the company. This ensures long-term growth and financial stability.A well-planned dividend strategy helps maintain both personal financial security and business sustainability.10. How Accountants Help with Dividend PlanningSpecialist accountants add significant value to dividend planning by: Calculating available post-tax profits. Advising on tax-efficient salary and dividend combinations. Preparing dividend vouchers and records. Forecasting future tax liabilities. Ensuring compliance with HMRC. Working with expert Limited Company Accountants allows directors to maximise their income while protecting their company’s financial health.ConclusionDividend planning is one of the most important aspects of financial management for limited company directors in London. When done correctly, it allows directors to pay themselves tax-efficiently, remain compliant with HMRC, and maintain business growth.By seeking guidance from trusted Accountants for Limited Company in London, directors can avoid mistakes, reduce tax bills, and create a strategy that works for both personal and business finances.

0
limitedcompanyaccountants
Apprentice
1 year ago
Sy3daaisha
Apprentice
Sy3daaishaApprentice

Why Should You Become a Filer in Tax Year 2025 in Pakistan?Closed

In Pakistan, becoming a filer in 2025 is not just a legal requirement, it's something that gives you real benefits in daily life. Many people think tax filing is only for rich people or big businessmen, but actually, even if you are a student earning online, a freelancer, a salaried employee, a small business owner, or a house wife with no income but having property or receiving foreign remittances  you should be in the ATL (Active Taxpayer List). Being on the ATL means you're an Active Filer, and your name is officially listed with FBR as someone who files their income tax returns and keeps their financial record clean. This brings a lot of advantages. One of the biggest benefits of being an Active Filer is saving taxes. If you are not in the ATL and you're considered a Non-filer, you have to pay higher tax almost everywhere. Whether you're buying a car, withdrawing cash from a bank, receiving profits on bank deposits, earning commissions, transferring property, or registering anything Non-filers are charged more. But Active Filers pay much less. This difference can be in thousands or even lakhs of rupees, depending on the transaction. Why pay double when you can save just by filing once a year? Also, being a filer builds your trust and image. When your name is in the ATL, people trust you more whether it's banks, government departments, housing societies, or clients. You get priority in financial matters like opening a business bank account, applying for loans, or making big purchases. In real estate, for example, the transfer of property is much smoother and cheaper for filers. Many property dealers and societies now avoid dealing with Non-filers altogether because it brings extra legal and tax implications. In finance bill 2025-26 there is a proposal that Non-filers wouldn't be able to transfer property. As an Active Filer, you don’t face these issues, and everything moves faster and more confidently. Another big benefit is that filing taxes protects you from future legal problems. If you are earning but not filing taxes, the government can send you notices, charge penalties, or even block utilities. But if you're an Active Filer, your record is already clear and up to date, so there’s nothing to worry about. Even if you earn a small amount, you can file your return to avail the benefits a filer enjoys. If you earn no income even zero return can be filed, just to make sure your name stays on the ATL. It brings long-term peace of mind. Also, many people think they can hide income or property, but the truth is you can’t really hide anything anymore. Everything linked to your CNIC, your bank accounts, property, vehicles, businesses, and even mobile SIMs is already visible in government records. So instead of hiding, it’s smarter to just declare your income and assets properly. In Pakistan, when you file your taxes, you also submit something called a Wealth Statement. This tells the government about your assets (like money in the bank, property, vehicles, and investments) and also your liabilities (like loans, debts, etc.). It gives a full and honest picture of your financial position. It doesn’t hurt you, it actually protects you and helps build your financial profile for the future. Whatever you show in your wealth statement is considered as white money as you have to justify it by your income. If you hide some assets today. It will be considered as black money as it has no record in your wealth statement.So overall, being an Active Filer and staying in the ATL gives you strong advantages: you save money, you build credibility, you avoid legal troubles, and you can handle things like transfer of property and business matters much more easily. It’s no longer something hard or scary, the process is online, simple, and affordable. You don’t need to be rich or a tax expert. Even  people with small incomes can and should become filers. If you have never filed before, 2025 is the perfect year to start. It’s a small step that brings long-term financial strength, peace, and respect.

1
1 year ago
superchuck
Apprentice
superchuckApprentice

Make all levels of the dependent fields accessible in the onboarding process.Closed

When using the dependent field on onboarding form, allow the use of the 2nd and 3rd level of the dependent field when creating build kits and within the child tickets.  Why would you allow someone to narrow down an option, but then not make that option accessible anywhere else within the onboarding process. 

0
superchuck
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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