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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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Skilled Expert
stuartwilkieSkilled Expert

Notify group on assignment - allow Internal Group only settingClosed

The second of two requests to improve/correct functionality in Freshdesk recently discussed with Support and account manager. If you use the collaborator functionality, and want to enable the “notify” on assignment - there is no way to limit this to only the internal group! So, it is an all on or all off. To maintain visibility to our internal teams, we have to have a group called “Shared” which is set as the main ticket group - so using this option would email everyone in the business! Worse still, the automation options do the same thing! The email assigned group notifies the main group and internal group! Its absolute madness - it needs to actually reflect the way businesses work.Every other product I’ve evaluated has this basic functionality - using Freshdesk currently is like going back 10 years.

1
Skilled Expert
1 year ago
Skilled Expert
Cara

Asset Type - Manage Access Locked DownClosed

The ability to only allow certain teams to edit and create specific asset types would be very beneficial for our agencies. Only certain teams should have access to Create and Edit certain asset types e.g. Services should only be created and updated by Service Architecture and Devices by should only be created by Technical Device Coordination but edited by Tech Support. At the moment, everyone who has access to Asset type Create and Edit are able to do this and the risk is that the teams that do not know the correct detail could potentially Create and Edit asset types that they do not administer. Leaving the data not correct. The Create and Edit options should also be separated. Not everyone should have access to Create but can have access to Edit.

0
Skilled Expert
1 year ago
JaySpeer
Contributor
JaySpeerContributor

Reprocess Workflow AutomatorClosed

We utilize the Workflow Automator to process Azure Automations through Web Requests pretty frequently for Software maintained by AD Groups.In our Workflow, we have pass/fail criteria defined and upon failure, it creates an incident for our admins to investigate. Instead of resubmitting the request, it would be great if we had a way to reprocess the existing ticket so the requester isn’t receiving duplicate notifications.

0
JaySpeer
Contributor
1 year ago
Apprentice
TyroxApprentice

IP-address column with correct sorting logicClosed

At the moment the sorting function of the IP-address column of assets like computers is incorrect, because of the missing zeroes of the ip-addresses. When I sort the ip addresses it will display it like this (ascending):192.168.172.10192.168.172.100192.168.172.199192.168.172.20192.168.172.5 It would be great if it would sort the IP-addresses with it’s zeroes (at least in the background).So it sorts like this:Ascending:192.168.172.005192.168.172.010192.168.172.020192.168.172.100192.168.172.199Descending:192.168.172.199192.168.172.100192.168.172.020192.168.172.010192.168.172.005    

0
Apprentice
1 year ago
Apprentice
josh_the_techApprentice

Allow any Agent Group to be set for Ticket Task created through Workflow AutomatorFuture Consideration

When creating a task from a Ticket in a Workflow, it’s possible to set the Agent Group and Agent as the same as the Ticket. However, this doesn’t allow creating tasks that need to go to different groups. Such as when creating a New Laptop Service Request, a task can be created for Software & Licensing, but it can’t be assigned to the Software & Licensing group, while the main ticket is managed by the IT Support team. It would be great if tasks can be assigned to different groups and agents in Workflows, as this allows cross-function teamwork.

1
1 year ago
JaySpeer
Contributor
JaySpeerContributor

Hide Mark ticket as closedFuture Consideration

We have many use-cases where the “Mark ticket as closed” button that a requester can use has come back to us in negative ways. Specifically around Major Incidents. We have a process for Major Incidents that require specific teams to review, analyze, and communicate and when requesters go in to Mark a ticket as closed, they are able to do it even if our required criteria isn’t met. It would be great to be able to either find ways to hide that button based on ticket type, or allow for that button to follow the same business rules that our Agents have to follow.

0
JaySpeer
Contributor
1 year ago
Skilled Expert
Cara

All User SearchFuture Consideration

Having the Agents and Requests separated makes it harder to search for people in the system. There should be an All Users search with a subcategory of Agent and Requester, rather than having them separated.  All Users should also be requesters and then have the added feature of being an agent. You should be creating people as requesters first then marking them as an agent. Rather than separating them into two different categories. Agents can also be the ones who log tickets and makes it difficult to configure anything based on these being separated. 

0
Skilled Expert
1 year ago
Skilled Expert
Cara

Requester Responded - Should be Customer RespondedFuture Consideration

The requester responded state only appears when the person is indeed a requester. If they are an agent in the system and they are also the person who the ticket is for (customer), they then responded to their ticket, it does not change the state to requester responded.  This State should trigger no matter the type of person (either Requester or Agent). If they are the customer for that ticket, they have responded it should then say customer responded rather than requester responded. In some instances, they may be the person who was CC’d into the ticket that may have responded so it may not be accurate that it is the requester that has responded. Without this state triggering for agents as well, it makes it hard for analysts to see if the customer has responded to their question. We can make the ticket status back to open based on the response but we cannot see from the ticket view that they have responded so it will be harder to prioritise these tickets based on this. We have also had a look to see if this can be triggered by an API request but it does not appear this functionality is available. 

0
Skilled Expert
1 year ago
OktoberfestLederhosen
Apprentice
OktoberfestLederhosenApprentice

Heritage LederhosenClosed

Authentic women’s Bavarian lederhosen crafted from genuine leather. Perfect for Oktoberfest and festivals, they blend tradition, comfort, and timeless German style for an elegant festive look.https://heritagelederhosen.com/collections/bavarian-lederhosen-for-women/

0
OktoberfestLederhosen
Apprentice
1 year ago
julia.a
Top Contributor ⭐
julia.aTop Contributor ⭐

Raise limit for data exports per module (current limit=5)Closed

I’m referring to the data exports under Analytics > Settings > Data exportI have already scheduled 5 ticket data exports there but if I wanna add another one it doesn’t let me select the module “Tickets”, it’s just not an option in this dropdown menu anymore:According to @Amrit Mishra there is a limit of 5 exports per module.In our specific case we have set up both weekly and monthly exports for exporting tickets based on certain tags and have now added exports on specific custom ticket fields, so allowing only 5 exports is not that much and having more would be nice.

3
Finski
1 year ago
Apprentice
technicalApprentice

Feature Request: SVG logo support for Freshdesk portalClosed

It’s crazy to me that in 2025 we can’t add SVG logos to our portal and that only a JPG, GIF or PNG file is supported. Our logo looks terrible and blurry on modern computers.

0
Apprentice
1 year ago
Mykola Zhuravel
Top Contributor ⭐
Mykola ZhuravelTop Contributor ⭐

Add ability to export Notes in Analytics for all entities, including Custom ModulesClosed

Hi Freshworks team,I’m honestly surprised this still isn’t possible — the community has been asking for it for years (example from 3 years ago here: Daily Sales Activities Summary Report – Notes).It’s a very basic need for any sales or customer success workflow: being able to see and export Notes directly in Analytics reports, without messy workarounds.For standard modules like Deals, there is at least some workaround:Export a Daily Sales Activities Summary Report (without Notes) Export Contacts (or related records) with Notes Manually match them in Excel However, in our case this does not work at all. We use Custom Modules (what are Custom Modules?) — essentially like Deals, but designed as daily working lists of customers and tasks.For these lists, we would like to get analytics together with the Notes. When completing tasks, managers often leave comments, notes, or results in the Notes section — it’s quick and convenient for them, and multiple notes can be added for a single record. For certain types of tasks, leaving a note is mandatory, and management collects reports based on these comments for further analysis and to pass on to other departments.Currently, Notes cannot be exported at all from Custom Modules, not even through related Contacts. This means the “Contact Notes” workaround is impossible, and we lose a critical part of the information flow in Analytics. As a result, reports based on Custom Modules lose essential context and become incomplete, which significantly reduces their value for decision-making.Idea:Allow adding the Notes field in Analytics for all entity types, including Custom Modules Make Notes filterable and groupable by date, owner, related record, etc. Support exporting this data to CSV/PDF in a single reportThis is not a “nice to have” — it’s a core feature for accurate reporting and cross-departmental communication. After three years of community feedback, it’s time to make it happen.Thanks, and I hope this request finally gets on the roadmap. 

0
Mykola Zhuravel
Top Contributor ⭐
1 year ago
Apprentice
joao.duarteApprentice

SLA - Combinate Metrics to calculate a Final SLAClosed

Hi,Freshdesk does not have a Final SLA and I believe it should have. I will explain: Imagine that I have 100 tickets where:-95 of them I did not violate First answer SLA-90 of them I did not violate Resolution SLA So: % Total tickets that violated SLA for 1st Response:  ((100-95)/100)*100= 5 %% Total tickets that Did not violated SLA for 1st Response:  (95/100)*100= 95 % % Total tickets that violated SLA for Resolution:  ((100-90)/100)*100= 10 %% Total tickets that Did not violated SLA for Resolution:  (95/100)*100= 90 %  % Total SLA  Violated:           5%+10%/2 = 7.5%% Total SLA non Violated:     95%+90%/2 = 92.5% When we negotiate SLA with customers, they want us to pay penalties if we violate SLA in more than X%.They don’t want conditions like: if we violate SLA for Resolution more than X% and SLA for 1st Response more than Y%They just want one final value for SLA. Another example: Imagine that we have a contract with a customer that obey us to pay 10€ every month if our success rate of SLA is less than 92%.Using the example above we know that we violate that contract for the Resolution (90%) but not for the 1st Response (95%). Our final SLA was 92.5% so we are ok. We don’t need to pay anything.But I need the system to be able to make this metric automatically. 

2
Ben_Cutting
1 year ago
Magnus Reinel
Top Contributor ⭐
Magnus ReinelTop Contributor ⭐

Make single-line custom text fields available in Analytics, Reporting and ExportsClosed

Hi!It would be great if all custom single-line text fields could be used in analytics, reports, and exports. As it is now we e.g. create scheduled reports using the default field, but we cannot create them for custom fields.The custom fields are possible to export via the export function in the ticket list-view.

1
1 year ago
Skilled Expert
stuartwilkieSkilled Expert

Automation which sends an email to the requester doesn’t actually track the message in the thread/conversation of the ticketClosed

The first of two requests to improve/correct functionality in Freshdesk recently discussed with Support and account manager. Automation which sends an email to the requester doesn’t actually track the message in the thread/conversation of the ticket! The only way to see that this happened is to switch to “Activities”. However, take the scenario where there are contacts at a company who can see all tickets - they would not see that there has been a response as it isn’t recorded in the ticket and therefore doesn’t show in the PortalIt is staggering that Freshdesk miss this basic communications and transparency functionality...

2
Skilled Expert
1 year ago
Apprentice
ChrisCaughmanApprentice

Undo for SolutionsClosed

It would be nice to have an ‘UNDO’ button to use while creating/editing a solution.

1
1 year ago
Harvey
Apprentice
HarveyApprentice

Need to implement option to create widgetsClosed

I am looking for an option to implement an option help admins create widgets in dashboards.

0
Harvey
Apprentice
1 year ago
Apprentice
achandranApprentice

Additional widgets in dasbhoardClosed

Hi Team, Freshdesk currently allows admins to create new dashboards, but has only 4 default widgets with the widget library which is very limited.We need much more widgets available in the library and give the ability to customers to create our own widgets.Without additional widgets, the current ‘dashboard’ feature do not have much significance in the product.

0
Apprentice
1 year ago
Skilled Expert
Cara

Incident & Major Incident Templates - SeparateFuture Consideration

Can we please have the option to create separate incident templates. The problem we have run into is we have almost maxed out how many fields we can have in our incident template and it just gets too big and complicated. The other issue is that each incident is not searchable, so if a customer is having a specific issue and they want to find out which form to lodge - it will not show up. This is a feature we had in our last ITSM tool which made it very useful for the customer to search on and log the right form. Otherwise, the issue we have is customers will then just lodge any random form they find to try and get the information to us. There should also be a separate template for Major Incident as well. This process is already a large one and adding it to the Incident template is just too much.

8
Skilled Expert
1 year ago
mtf5024
Apprentice
mtf5024Apprentice

Color coded tickets (especially trackers)Future Consideration

would like to be able to change colors of the tickets. this would be especially helpful for common requests / trackers to distinguish them from regular tickets

1
Skilled Expert
1 year ago
Skilled Expert
Cara

Ability to Edit ALL Email TemplatesFuture Consideration

ATM - not all email templates are editable and some look like spam. For Example, the Approval and Rejection (via email) templates. When you click the button on the email it opens a preformatted email template (which looks like it is a bug or spam) and is not editable within the system by admins. This is something that can only be edited by Freshworks themselves. I have already logged a support ticket to have these changed but having the ability to edit these ourselves and customise all headers, footers, signature blocks and placeholders within the emails would be beneficial. 

0
Skilled Expert
1 year ago
Top Contributor ⭐
jmfreshuserTop Contributor ⭐

The quick "Close" button defies its own purpose by showing a permanent pop-up overlayFuture Consideration

The quick "Close" button defies its own purpose by showing a permanent pop-up overlay that hides the “Close” button - unlike other pop-ups that disappear after a second or so. The pop-up needs to be x-ed out to reveal the “Close” button again. When working on closing out a long backlog of tickets this kind of defies the purpose of having this shortcut available. Certainly this is an oversight, this pop-up should time out by itself. 

3
kpatterson
1 year ago
Contributor
LewisNixContributor

Allow Agents access to Manage Team DashboardsFuture Consideration

Currently, Manage Team Dashboards is limited to only an Admins Role.Can Manage Team Dashboards be added as an Agent Role so Agents can directly manage their own Dashboard?

0
Contributor
1 year ago
acceltom
Apprentice
acceltomApprentice

Allow account admins to change their own rolesFuture Consideration

As the sole account admin for a team of <10 agents, it would be great if there was an opt-out on the ‘users cannot change their own roles’ function - it makes it very difficult to test out features or functions that are behind other roles (e.g. Freddy) as I don’t have another account admin that can assign this to me.

0
acceltom
Apprentice
1 year ago
Skilled Expert
bzentnerSkilled Expert

Service Item dropdown field default valueUnder Review

Please create functionality where a default value for dropdowns can be configured. The business use case is some companies have dropdowns where a value is selected 75% of the time and they would like this value to be auto-selected when a user enters a form, but with the ability to still change the value before submission if necessary.  

2
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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