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Ideas portal FAQ

Find, vote on and share ideas for Freshworks products. Here is how it works and what happens next.

1. Idea stages and what they mean

Every idea has a status. It shows where the idea is today.

How does an idea move from submitted to delivered?
  1. Submitted
  2. Under review
  3. Planned
  4. In development
  5. Delivered

Not every idea makes it to the end. Some stay open for votes as Future consideration. Others are Closed.

You get an email each time the status of an idea you posted, voted on or subscribed to changes.

What does each status mean?
Submitted
We received the idea. It is open for votes and comments.
Under review
Product is looking at the idea.
Planned
The idea is on the roadmap. We have not started building it yet.
In development
Our teams are building it. We expect to release it within 12 months.
Delivered
The idea is live in the product.
Future consideration
We are not planning it now, but it stays open. Votes help us see if demand grows.
Closed
We are not taking this idea forward. See "Why was my idea closed?" below.
Does Planned mean a release date?

No. Planned means the idea is on the roadmap. Timing can change as priorities change. We update the status when work starts and when the idea ships.

2. The basics: from your idea to our answer

Six questions most people ask before they post.

What is an idea?

An idea is a request for a feature or improvement that is not in the product today.

Something broken? That is a bug. Please contact Support so they can help you.

Should I search before I post?

Yes. If a similar idea exists, vote and comment on it instead of adding a new one. Duplicate ideas split the votes, so no single idea shows how many people want it.

How do I submit an idea?
  1. Search. Choose Submit an idea and type a title. Similar ideas appear. Vote on one if it matches.
  2. Describe. Tell us the task you are trying to do and what gets in your way today.
  3. Add context. Pick the product area and tell us how much this affects your team. Add a screenshot if it helps.
  4. Submit. Your idea shows as Submitted.
How will I hear back?

You get an email when the status of your idea changes. To follow an idea you did not post, subscribe to it.

Why was my idea closed?

An idea can be closed for one of these reasons:

  • Merged. A similar idea exists. Your votes move to it.
  • Bug. It is something to fix, not a new request. Contact Support for help.
  • Retired. It no longer fits the product.
  • Already available. The product can do this today.
  • Not planned. We have no plans to build it.

Closed ideas stay searchable, so you can still read the comments.

3. Find ideas and share your thoughts

The quickest way to make an impact is to back an idea that already exists.

How do I find an existing idea?
  • Use the search bar on the Ideas page. Try two or three keywords.
  • Filter by product, so you only see ideas for the product you use.
  • Filter by status to see what is Planned or In development.
  • Sort by votes to see the most requested ideas first.
How do I vote on an idea?

Open the idea and select the vote button. Voting shows us which ideas matter to you. You need to be signed in to vote.

How do I add a comment?

Open the idea and add your comment. The most useful comments say:

  • What you are trying to do.
  • What stops you today.
  • How you work around it, if you do.

"I agree" helps less than a short example from your own work.

How do I follow an idea?

Select Subscribe on the idea. You get an email when the status changes or when someone replies.

I could not find my idea. What now?

Submit a new one. Use a clear title and describe the problem, not only the solution. Then we can see what you need, even if there is more than one way to solve it.

Have a bug or a question about how a feature works? Contact Support instead.

Ideas Status Pipeline

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8951 Ideas

Back to top of the list
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Enhance Automator with tagging and categorizationClosed

My org is approaching over 100 separate automations that are running on tickets alone.  Recently, we had an outage which made us realize that there was no ability to easily see blast radius. While thinking through this, I think the below would be huge when it comes to automator administrative items.Similar to the ticket list view, the ability to filter automators based on things like: App integration used Credential(s) used Last updated date Trigger event(s) Ability to add tags to workflows In lieu of point 1, it would likely be lower effort to allow tags on workflows to be able to search/filter based on those Ex: If it uses a web request, a tag of WebRequest can be added. If it uses Intune it’s tagged as that, etc. Ability to Categorize workflows This can kind of happen with Workspaces as I understand it (we are not using them) but it would be nice to set a category similar to a ticket as this would help reduce noise when troubleshooting (what things run on everything, etc).  Ex: Global, Business unit specific, Service Request Specific, Incident Specific, etc.

1
carterg.tnc
1 year ago
Skilled Expert
mhallSkilled Expert

Freshdesk's surveys are not correctUnder Review

I’m having a hard time understanding the logic behind the surveys, which has led me to calculate them manually instead of relying on Freshdesk reports. Freshdesk told me that when a survey has multiple questions, only the first one is used in their calculation. That does not give an accurate view of how the agent performed with the customer. Our surveys are four questions total, with the following answers below (which I’m adding a point value to for this purpose) If there are 4 questions and each has 5 possible options, it should be weighted to reflect that. Extremely satisfied= 5 pointsMostly satisfied= 4 pointsNeither satisfied nor dissatisfied= 3 pointsMostly dissatisfied= 2 pointsExtremely dissatisfied= 1 point The total possible points should be based on how many questions the customer answers. If they respond to all four, the total possible is 20. If they only answer three, it should be 15 etc.Example: Question 1- Extremely satisfied (5)Question 2- Extremely dissatisfied (1)Question 3- Extremely dissatisfied (1)Question 4- Extremely dissatisfied (1)In the above example, all questions were answered, so the total possible score was 20 points. The survey received 8 points, which should reflect a 40 percent rating. However, Freshdesk only looks at the first question, so it shows the employee with a 100 percent rating even though the customer clearly was not fully satisfied. How does that make sense? 

1
1 year ago
Waypoint
Apprentice
WaypointApprentice

Quantity being subdividedClosed

Hello,It would be great if the quantity could be subdivided.If you have products calculated in meters for instance you can’t insert 12.4m.The same is for kilograms and other similar units.Thank you 

0
Waypoint
Apprentice
1 year ago
kenneth.anderson
Top Contributor ⭐
kenneth.andersonTop Contributor ⭐

MS Teams Collaborate/ServiceBot optionsFuture Consideration

Hi folks! been thinking about the MS Teams Collaborate tool, and a few of the issues we have with it and the ServiceBot. Mainly, that many of our Agents feel it is to ‘chatty’! The ongoing thread seems to be that some (not all) Agents are happy to use the email alerts to be updated about ticket changes. Indeed, they can put email rules in place to personalize their mailbox, customizing it to fit their individual needs.Sadly, the MS Teams ServiceBot is not so flexible. The options are Global, and dictated by myself and the other Admins. Ideally, I'd love for individual users to be able to choose what MS Teams notifications they get. Allow our helpdesk, with high ticket volumes, to only get  notifications when Collaborate is initiated, and our Major Incident team to get all the alerts whenever something happens on a ticket in that group. Anyone else hit similar issues? Maybe found a nice easy solution I’ve overlooked?

1
1 year ago
Apprentice
naten_12Apprentice

Add ability to populate resolution as part of a scenario automationFuture Consideration

Please add the option to populate the resolution field as an option for scenario automations...seems every field is there except that one, which means I still have to manually go fill out the resolution field and resolve the ticket on repeatable requests.

2
Medic1334
Top Contributor ⭐
1 year ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Are you sure? Prompt on form cancelFuture Consideration

I spent about 10 minutes today typing out a change request, only to get to the end and click on cancel instead of Submit so I lost all data.It would be great from a UX perspective where if specific fields are updated (or any) before form submission, you get an “are you sure” prompt when cancel is clicked before the person loses all of their data entered accidentall.Same logic should also apply to the incident and asset pages.This page (as in the community) has a prompt like this (on navigation away from the page) on it 

1
Medic1334
Top Contributor ⭐
1 year ago
matbt
Apprentice
matbtApprentice

Sort Knowledge Base Articles (Name, Date, Manually)Future Consideration

Not being able to sort Knowledge Base articles by name, date, or manually makes it very hard to create an optimal experience for the public using our various KB articles. This is basic functionality. Only being able to move articles from one folder to another isn’t very helpful. Please add sorting for KB that lets users Drag and drop KB articles to sort them manually Sort KB articles alphabetically (A-Z, Z-A)  Sort KB articles by Create Date  Sort KB articles by Last Edited Date

0
matbt
Apprentice
1 year ago
pradeepsh8423
Apprentice
pradeepsh8423Apprentice

CloudBik: Your Solution for Seamless Teams and SharePoint MigrationsClosed

CloudBik’s Teams to Teams Migration tool simplifies the process of moving data between Microsoft Teams tenants. It handles the transfer of channels, chats, files, and permissions with precision, ensuring no data is lost during complex migrations like those driven by mergers or tenant consolidations. This solution minimizes disruptions, allowing teams to maintain their collaborative momentum.For SharePoint Online transitions, CloudBik’s SharePoint Migration Tool automates the migration of content, metadata, and site configurations from on-premises or cloud-based systems. With features like error detection and incremental migration, it ensures a smooth and compliant process. CloudBik’s tools enable businesses to embrace Microsoft 365’s full potential with confidence and efficiency.

0
pradeepsh8423
Apprentice
1 year ago
Active Contributor
Paul123321Active Contributor

Digital signing of documentsClosed

Possibility to let users sign documents when generating them from withing FreshService.It would be great an user can request an asset, we provide the asset and assign it to them, generate the relevant agreement and let users sign this, all from within Fresh.Currently we have to generate→ print→ sign→ scan→ add attachment or generate→ open in 3rd party app → sign → upload

1
Kanu
1 year ago
Contributor
luis.sanContributor

Move Attach Documents to the Top of a TicketFuture Consideration

I think it would be helpful to have a section at the top of each ticket that displays all attached documents. When ticket threads get long, it becomes difficult to expand all the comments and try to remember when and where a document was attached.

1
Kanu
1 year ago
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐

On-Call Position Reminder EmailDelivered

We use the FreshService on-call system, which is fantastic. A team member recently brought up an idea where he would like to know if he’s the primary on-call, secondary on-call or tertiary on-call. He’d like to get this information in his e-mail reminder. Unfortunately, there’s no placeholder for which position he holds in the on-call schedule.It would be great to add a placeholder so I could put in the e-mail if he is the primary person who is on-call, secondary, or tertiary.Available Placeholders for On-Call Notification E-mailsOn-Call Shift Positions 

11
1 year ago
Skilled Expert
Cara

Grey ThemeFuture Consideration

Add Grey Theme. Dark theme can often be too harsh and it appears that some features within Dark theme do not display correctly and makes it harder to see or formats incorrectly. The option to also have Grey Theme would be an added bonus.

1
1 year ago
SuperDOS
Apprentice
SuperDOSApprentice

Add feature to API to allow update profile/avatar photoUnder Review

Hi, would be great if the API allowed to update the profile/avatar picture for requesters. Would make it easier to know who is requesting a ticket. This is available in the Freshdesk’s API. It would also be great if the photos was shown in the mobile app.

1
1 year ago
Skilled Expert
Cara

Alert Field in Assets e.g. Server Needs to be PatchedClosed

Would be good to have a field (similar to the contact management space) that was able to send a ticket to alert our Data Centre team that a server is due for patching or back up. Without having to set up a custom field and a scheduler for each.

0
Skilled Expert
1 year ago
superchuck
Apprentice
superchuckApprentice

Enhanced conditions when creating build kitsClosed

When creating a build kit, I am creating it based off of an employee’s position.  The build kit conditions will do this no problem.  The issue is when the same position has different requirements based on other factors, such as location.  If you have 2 techs in 2 different locations, they should get the same items, but due to regulations of one of the locations, now they are required to have more items.  It would be nice to have the ability to create conditions with multiple requirements, ie: Position includes Tech and location is area1.  Right now you would put Position includes Tech, Location is area1.  Thus getting all tech’s and all in area1, not the overlap.

0
superchuck
Apprentice
1 year ago
Skilled Expert
heluSkilled Expert

Dashboard account for office monitorUnder Review

It would be great if you could get the option to have a cheap/free account for dashboards. Perhaps 1 free dashboard account for every 10 full user licenses, so that different teams could have different dashboards.It is expensive to create a separate full agent account to play dashboards.I think that most larger teams have a screen hanging in the office for various monitoring, and here a Freshservice dashboard could be a good idea to have./Henrik

4
Skilled Expert
1 year ago
Apprentice
Miriam BrownApprentice

Perform Operational Admin Actions - Change to permissions needClosed

Currently only agents with ‘Play God with Super Admin Controls’ have the ability to update Ticket Fields and Ticket Forms, It should be possible to manage the ‘Ticket Fields and Ticket Forms’ if Perform Operational Admin actions’ is enabled.Providing an agent with the ‘Play God with Super Admin Controls’ provides the agent with the ability to change the Portal settings which could result in providing content to users that are not authorised. 

0
Apprentice
1 year ago
Skilled Expert
Cara

Requester Groups / Agent Groups - Linked Service ItemsClosed

You should be able to see what Service Items have specific Request Groups or Agent Groups linked to them so that you can make sure that the right Service Items are visible to each.  This should be seen in those groups themselves so that you can fix them up. Or even have a report you can run to be able to check that certain Service Items are not shared to specific groups without having to go into each one individually and check. 

0
Skilled Expert
1 year ago
Contributor
c.payneContributor

From and To date and time placeholders in Rental Service Catalog requestsClosed

It would be extremely useful in terms of identifying when rental requests are going to be happening to be able to use placeholders in the Subject field that at least reference the start date and time.  Alternatively, some automatically created Task for the start date.  As it stands, it is very hard to identify a specific request if a user has a number of different requests in for multiple dates without opening each individual ticket.

2
1 year ago
joel.ziswiler
Apprentice
joel.ziswilerApprentice

Suggestion: Inclusive Language in German UI TextsClosed

Hi Freshworks Team,I'd like to suggest an improvement regarding the German wording used in some parts of the UI, particularly in employee-related forms.For example, the current phrase "Einen Mitarbeiter einführen" is not gender-inclusive. In German, this literally refers to introducing a male employee, excluding other gender identities. A more inclusive version would be something like:"Anfrage zum Onboarding eines:einer neuen Mitarbeiter:in"or"Neue:n Mitarbeiter:in einführen", depending on the context.We understand that Freshworks is an English-speaking company, but many of your users work in countries like Switzerland, Germany, or Austria, where gendered language plays a significant role. It's not only a matter of inclusivity but often also a legal or cultural requirement.We’d really appreciate if you could: Update German UI texts to use gender-inclusive or gender-neutral phrasing Consider using standard formats like the colon (:) or asterisk (*) which are commonly used in German for inclusivity Potentially allow language preferences that include gender formatting options Thank you for the great work you're doing – and for considering feedback like this to make the product better for everyone.Best regards,Joel ZiswilerStiftung SAG

0
joel.ziswiler
Apprentice
1 year ago
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Add workflow automator for Requesters and AgentsUnder Review

Currently workflow automations are possible fortickets problems changes releases tasks assetsPlease add also Agents and Requesters (all Users) to be able to trigger automations such ason change from active to disabled on update from sync on creation of new agent/requesterthis would make possible a lot of new useful workflows.

3
mbutler
Top Contributor ⭐
1 year ago
Skilled Expert
athomasSkilled Expert

Updating Ticket FieldsClosed

When a ticket Field is updated, there should be a way to update existing tickets to that new name. This is already a feature for Company Fields. Please replicate this action for Ticket Fields. I would also link a way to retire a ticket field, so that agents can no longer select it, but I do not need to update old tickets. Currently, if a ticket field is updated, Freshdesk wipes those fields out completely from each ticket categorization. 

1
1 year ago
Apprentice
StefanSApprentice

Proactive Outreach - Leverage tags for scoping target contactsClosed

Currently, you can pick the customers you want to send email campaigns to via the CSV import, only. This is a very bulky and error prone process.It would be great to scope the list of contacts the email campaign is sent to just via one or multiple tags of the contacts.

0
Apprentice
1 year ago
Skilled Expert
Cara

Mandatory Fields - Status ChangeClosed

When you change the status in a ticket before the update button is selected the fields for that status appear. So you have to update those when it is not technically in that status yet (as the update button has not been pressed). This makes it very difficult to make rules based on that status.  For example, in the change process - we have planning and then we have a change management approval straight after. There is a field that should only be updated by Change Management in the Change Management stage but because the customer has to update the status manually to Awaiting Change Management approval, that field then becomes mandatory and it is only available to change to update and therefore cannot move to that stage.  My suggestion is to only have it officially move to that status when the update button is selected. Not when the drop down is updated as it has not actually moved to that stage yet and would make making rules easier. ATM we have to sometimes make a rule for the status AFTER so that it only shows up in the status before and can move to the next status properly. This may make no sense and cause issues in the long run.

0
Skilled Expert
1 year ago
Apprentice
OliHarfordApprentice

Automation webhook and App installations use agent API keyFuture Consideration

Currently to add a webhook to an automation or install an app on freshdesk it requires an agent API key to be added. This is a poor implementation as if that agent ever leaves the company then this API key becomes unavailable and things can stop working and probably won’t be obvious straight away as to the issue. There should be an account level API key that can be used instead.

3
mbackwater42
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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