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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
mbackwater42
Top Contributor ⭐
mbackwater42Top Contributor ⭐

Employee Transfer RequestPlanned

Similar to the Onboarding and Offboarding requests in service portal, can we get an Employee Transfer module? Doing a whole offboard/onboard isn’t desirable when an employee is just changing a job title and/or department. I’ve worked on a Service Request item as a workaround, but an actual out-of-the-box solution for this would be much appreciated. Thanks! 

9
Karel_Vlček
1 month ago
Apprentice
cguerreroApprentice

Microsoft Power BI intigrationClosed

a very useful way to allow users to meet their own reporting needs.Zen Desk is doing this very successfully. Curtis

145
OG Bobby Johnson
Skilled Expert
1 month ago
Apprentice
DavidFurnissApprentice

Join workflow modules togetherUnder Review

Within a workflow I may want to take different actions based on a condition however later actions may be common regardless of result of that condition.My idea is functionality be added to allow modules (action/condition etc) within a workflow to be joined together with connectors manually.Image below demonstrates a simple example. Were I able to add the green ling the action within the red box could be deleted as it’s a duplicate of the line above. 

26
OG Bobby Johnson
Skilled Expert
1 month ago
jowy.romano
Apprentice
jowy.romanoApprentice

Customize Ticket Details SidebarSubmitted

Allow admins to customize the ticket details sidebar widgets. Some sections are not relevant to some teams, and some custom or 3rd party widgets are forced to the bottom of the sidebar in a collapsed state, even if they are important to a team.I would like to see the following customization options:Allow admin to show/hide individual widgets Allow admins to reorder the widgets Allow admins to choose which widgets display expanded or collapsed by default (including installed or custom widget apps)

0
jowy.romano
Apprentice
1 month ago
rmcar_ams
Apprentice
rmcar_amsApprentice

Workflow automator to recognise ticket changes made by SystemPlanned

Changes to tickets made by the system are not recognized by the workflow automator triggers; this means that any changes made by the supervisor or by integrations, like Jira, which synchronise statuses, are not able to trigger workflows. Which seems to go against the point of automation if it cannot even recognize automated changes. This is extremely frustrating as we want to trigger automations based on when a Jira ticket has been moved to a new status (for example). It also means that we cannot trigger things based on when tickets are closed by the supervisor too. This could be implemented by having “Anyone” include the System changes. And then adding additonal options in the drop down for who can perform the action: Thank

13
OG Bobby Johnson
Skilled Expert
1 month ago
Stephen SOHO
Apprentice
Stephen SOHOApprentice

Increase Limit of dropdown choicesPlanned

“I can understand and emphatize with your situation here but unfortunately this limit of 150 items is the default product behavior in Freshdesk at the moment”We as a company have 1000’s of products and want this system to enable us to report effectively by product, but are limited to 150 product uploads at a time (this has taken weeks to upload and still only 50% of the way through). This is just crazy! We have asked to have this increased but Freshdesk wont do so, they have suggested we start a topic to see if this is feasible. Is anyone else limited by this software for their company trying to get the best out of it for your business?

5
OG Bobby Johnson
Skilled Expert
1 month ago
Daniel Söderlund
Top Contributor ⭐
Daniel SöderlundTop Contributor ⭐

Analytics - New Idea Include custom fields in custom metric or attributePlanned

Hello, I like to create a metric or attribute  using custom fields. Example You like know the time between create date and when a custom date field. 

9
OG Bobby Johnson
Skilled Expert
1 month ago
vschiaffino
vschiaffino

Feature Request: Pasting screenshots when submitting service requestsPlanned

Lots of our Freshservice users enjoy the ability to paste screenshots directly into the description field of the “Report an issue” form.However, this field type doesn’t seem to be available for service catalog items. None of the fields available to admins when creating service catalog items seem to have this functionality. We can enable attachments on the form, but that means the user needs to save their screenshot as a file before they can attach it.Please add this feature to your Freshservice roadmap if it isn’t already.

25
OG Bobby Johnson
Skilled Expert
1 month ago
Skilled Expert
Jerome.HaynesSkilled Expert

Ability to create folders for reports in analyticsPlanned

Hi,The default folders in analytics are not enough if you have a lot of custom reports. The ability to create custom folders to add to this list would help tidy this up and make your reports if you have a large volume quick and easy to locateThanks

18
OG Bobby Johnson
Skilled Expert
1 month ago
Apprentice
KBC_ZimmerliApprentice

Knowledge Base Templates for FreshservicePlanned

Can you please add Knowledge base templates for Freshservice?The Feature already exists in Freshdesk.

15
OG Bobby Johnson
Skilled Expert
1 month ago
christian.mentor
Skilled Expert
christian.mentorSkilled Expert

Add people/Share ticket options in Workflow Automator and APIDelivered

The introduction of sharing tickets is a huge hit, but it would be great if it were in option in the Workflow Automator and/or Freshservice API so that collaborators and stakeholders can be automatically included in specific requests/incidents.Automate all the things!!!

16
OG Bobby Johnson
Skilled Expert
1 month ago
OG Bobby Johnson
Skilled Expert
OG Bobby JohnsonSkilled Expert

Workflow Action to Remove WatchersFuture Consideration

Currently, only “Add Watchers” is a possible action within workflows. Please add “remove”. It would also be nice to have watchers removed automatically when a ticket is closed.

1
OG Bobby Johnson
Skilled Expert
1 month ago
Skilled Expert
MPrescherSkilled Expert

Checklists as Workflow triggersSubmitted

Hi all,I’ve recently tried using the (somewhat) newly added checklists but right now they are still quite limited.For example: We currently have a workflow that creates one task after the other if hardware is requested with each task being a “to-do” for our service desk (such as: planning the hardware, preparing the hardware, handover...)When I saw that checklists were added I immediately thought that that could be used to replace said workflow. But so far the checklists are pretty much just “decorative” and don’t have any further use other than listing the tasks to fulfill the service request.Therefore I would suggest adding a workflow trigger like “Checklist is completed” or the other way around (Workflow ends and adds specific checklist to service item)What do you think about this? I would love to get some insights of how you use the checklists.

2
S Prakash
1 month ago
Apprentice
Josh US COApprentice

Functionality Gap: Business Hours in Alert WorkflowsSubmitted

Currently, the Alert Workflow Module doesn’t have native support for determining “during business hours” like the Ticket Workflow Module does. This is a huge opportunity as creating incidents from an alert and routing them to Ops Teams or Oncall Teams based on alert creation timing is what I would consider basic functionality for Alert Workflows. We can use Web Request and Parser nodes to gather the time value from the alert and what the business hours are in our environment but there is no way that I’ve found to build a condition to compare the values indicated and there isn’t a Boolean value for inside/outside business hours in the current API return values. Is there a known workaround that doesn’t require a 3rd party system to determine this? All the data is already in our Freshservice environment we just don’t appear to have the tools to complete this simple evaluation in the Alert Automator module yet. Again, this is a built-in function for the Ticket Automator. Potential Solutions:Add the Business Hours condition function already available in the Ticket Automator, available in the Alert Automator. Add a Boolean value to the /api/v2/business_hours or /api/v2/ams/alerts endpoints. Add custom expression functionality to the Alert Workflow condition node. Example: {{Alert Creation Time Placeholder}} > 18:00 AND < 07:00 Allow for Alert Workflows to directly call Ticket Workflows Example: Trigger > Create INC > Call Group Specific Ticket Workflow Enable Child Workflows across Automator Modules, then a Child Workflow could be created to evaluate business hours and provide the True/False output which can be fed back into the Alert Workflow.In my opinion, we shouldn’t need to create/provide a 3rd party solution to solve this functionality gap in the Alert Automator.

0
Apprentice
1 month ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Enable review dates on Articles added to Solutions via URLSubmitted

Currently if we add an article via URL to the Solutions space, we only learn that the URL is no longer valid if one of our customers mentions the page won’t open.  All our regular Solution pages have review dates when ensure we’re updating and checking content (including included links) on a regular cadence.  It would be great if the review date functionality could be used with articles added via URL as well so they are not forgotten in our regular review cycle.

0
kpatterson
Top Contributor ⭐
1 month ago
fss23
Apprentice
fss23Apprentice

Enable API-Based WhatsApp Replies in Freshdesk OmniSubmitted

We would like Freshdesk Omni to provide an API endpoint to send free-form text replies to existing WhatsApp conversations.Currently, agents can send these messages through the interface, but there is no API support to do so programmatically.This limitation prevents us from automating WhatsApp conversations through tools like n8n, Make, or custom integrations.The endpoint should allow authorized applications to send replies within WhatsApp's 24-hour customer service window, keeping conversations managed in Freshdesk Omni.Thank you!

0
fss23
Apprentice
1 month ago
JaySpeer
Contributor
JaySpeerContributor

Skip Closed Ticket EmailsUnder Review

We have many use-cases where a 3rd party automation sends an email to our Freshservice instance and when the ticket gets closed, causes a feedback loop. Our system emails them to indicate the ticket is closed and their system emails us back with a new thread to acknowledge the email they just received, which opens a new ticket. We are working around this right now by identifying keywords and deleting the ticket in Workflow Automator, but since there’s a Skip New Ticket Notification, I’d love to see a Skip Closed Ticket Notification.

2
Erik Schneider
1 month ago
Skilled Expert
Cara

Solution Article - SearchingSubmitted

Why is there no filter or advanced searching in Solutions? You are only able to search when you drill down to folders and even then it is just a basic search field rather than being able to search on specifics.  If this is every implemented: Solution Articles - Custom Fields / Link Services / Articles | Freshworks Community then the above should also be available as well. There needs to be better search ability in Solutions to make it easier to find information.  The Solution Module needs to have a big overhaul, as this is something that appears to be extremely basic and an afterthought but is a VERY important functionality in and ITSM tool.

3
SanthoshBala18
1 month ago
Apprentice
jspeacockApprentice

Onboarding - Update Start DateSubmitted

We use the onboarding module and occasionally HR needs to update the start date for a worker.  This field is not editable after the ticket has been submitted.  Because of this, we write the start date into the ticket subject when the ticket is created and this allows us to update a date if HR requests us to do so.  Unfortunately this prevents us from running any automations using start date against onboarding tickets.  I’d love to see this field become editable.

1
madhavraju
1 month ago
Lindblom
Apprentice
LindblomApprentice

Cross domain Google Analytics TrackingClosed

With your google analytics app set up, we get analytics data for the customer portal. This is good, but it could be better.The problem with the current solution is that one customers journey is divided in two sessions, even if we give the same analytics property, they show up as two sessions. Due to the customer portal and the website being on different domains.There is a work around for this, documented by google here: https://developers.google.com/analytics/devguides/collection/gtagjs/cross-domainMy proposal is that you allow us to include a query parameter name in the analytics app, and if we include that query parameter when we link to the customer portal, you will take the value from the configured query paramter and send it to GA to use as the client id for the session. This would link the customer portal session to the session the main website, and provide a more seamless analytics experience. Also, this feature would be totally opt in, if you dont add a query parameter or do not provide one, your original functionality is unchanged. The second part to this would be to add a query parameter with the client id when sending traffic back to the main website. I dont know exactly hot to best fit this into your product, maybe a domain filter input on the google analytics app, If the link goes to that domain, include the client id as the parameter already configured. If the end user journey started on the main website, then customer portal and back to main website, it would be client id from the original main website session that came back. If the session was started on the customer journey, it would be the client id from the customer portal that propagates over to the main website, which is fine, they are the same property.

1
itshenry
1 month ago
Contributor
jev.bjorsellContributor

Login history for agents & day pass usage logsClosed

Hello,Where can I see login history for my agents? I want logs of username, login time, login IP address.Also, how can I see which agents have been using up my pre-purchased day passes?Thank you,-Jev

18
1 month ago
Apprentice
lewisgApprentice

Variables for ad-hoc duplicate change requestsSubmitted

Hi,I’m using freshdesk as an end user mainly for change requests, often find times where I am creating multiple duplicate change reqeuest for a similar action accross mulitple environments usually a one time action so a permanent template isnt required.As part of the the change each environment will have a number of variables scattered throughout the text, when duplicating the changes each time I currently have to scan through and try and replace these manually but often miss some and it can be quite time consumng and leave inaccuracies. there could already be this functionality available I’m just missing it.  would be very useful to be able to create a single change with variables / the ability to convert an existing to use variables. Thanks

0
Apprentice
1 month ago
Apprentice
davidatndc.orgApprentice

Need Ticket Conversation Customizations for FreshDeskClosed

We continue to miss important details because the important conversations are hidden in FD, especially on long running tickets.There is a plug-in for FreshService to auto-expand all conversations, but it does not exist in FD? Please release this plug in or make it an option in the Admin panel. 

3
Eugene.Pikalov
1 month ago
JEM
Contributor
JEMContributor

Allow Multiple “Notify Before” Intervals for ContractsSubmitted

I’m running into a limitation with contract notifications that is impacting how we manage renewals.Currently, Freshservice only allows limited “Notify Before” options. With the volume and variety of contracts we manage, we need the ability to configure multiple and customizable notification intervals.For example, we should be able to set reminders at:90 days 45 days 15 daysThis would allow for proper planning, internal approvals, and vendor coordination—especially for contracts with longer lead times.Suggested improvement:Allow administrators to define multiple, customizable “Notify Before” intervals for each contract.If you’re managing contracts at scale, this would significantly improve visibility and reduce risk of missed renewals. Please upvote if you agree. 

1
JEM
Contributor
1 month ago
JEM
Contributor
JEMContributor

Allow Account Admins to Manage Team Dashboards Without Group MembershipSubmitted

I am running into a limitation with Team Dashboards that makes centralized administration difficult.I am an Account Admin in Freshservice, and we currently use one workspace. I am responsible for managing dashboards for multiple support teams, but Freshservice only allows me to select an agent group under Dashboard Visibility if I am a full member of that group.For example, I may want to create and manage separate dashboards for:End User Support Desktop Support Applications Other support teams as neededI would like the End User Support group to see the End User Support Dashboard, the Desktop Support group to see the Desktop Support Dashboard, and so on.As the Account Admin, I should be able to create and manage these dashboards without having to become a full member of every group.Freshservice Support confirmed that this is currently expected behavior. They also confirmed that being added as an Observer does not work. The Account Admin must be a full member of the group before that group can be selected for dashboard visibility.This creates an unnecessary issue because I do not need to be an operational member of every support group just to manage their dashboards.Suggested improvement:Allow Account Admins, or users with the appropriate Manage Team Dashboards permission, to:Select any agent group within the workspace when setting dashboard visibility. Create, edit, clone, and manage dashboards for those groups without becoming a full member. Keep normal group membership and ticket assignment rules in place for regular agents.This would allow Account Admins to centrally manage team dashboards without having to join groups they do not actually work in.Please upvote if your Freshservice administrators also manage dashboards for multiple teams.

0
JEM
Contributor
1 month 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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