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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
SW-Scott
Top Contributor ⭐
SW-ScottTop Contributor ⭐

Add Underlying Data to Emailed ReportsClosed

My managers require weekly reports that I am building in analytics. Unfortunately, these reports only contain the front facing display of the report, so bar graphs or whatever is selected to represent the underlying data. These bar graphs are meaningless without access to the data that populates them.My managers all (and I mean 100% all) need this information every week to do their jobs. Some of the reports have 6 or more widgets and the only way to email the data they need is to go into each widget and schedule an email that contains the data they need. This brings about a new problem… not only did the emailed “report” not contain the data they needed...now they have to receive multiple emails for each report. One email for each widget… and then they have to get a .csv or an .xlsx that looks horrible so they have to format the worksheet just to read it. It would be GREAT if, when scheduling an email of reports we could select Include Underlying Data in a PDF format that looks more like what you see when you go into the widget itself. 

1
SW-Scott
Top Contributor ⭐
1 year ago
Apprentice
nikiwilsonconsultantApprentice

Position of Attachment Icon on Ticket FormClosed

I’d like to have the ability to choose where on the ticket form the Attachment icon/button should appear instead of it appearing right before the submit button with no option to change that.

0
Apprentice
1 year ago
Contributor
Andriana0406Contributor

Out of office edit/delete buttonsUnder Review

Selected roles in OOO app can apply leave dates for others, but there is no edit/delete option, in case dates were selected incorrectly. Those choices would be helpful when agents are unavailable to fix the dates.

4
Tina.Nilsson
1 year ago
Skilled Expert
user8472Skilled Expert

Enforce fulfilling a service request against a service item (particularly software) is linkedFuture Consideration

Currently agents are able to mark the item as Fulfilled using the lefthand navigation, which does not assign the software (or hardware) to the requestor. To fulfil and assign the software the agent must use the right hand navigation, but both options are presented, meaning the righthand (preferred) option can just be skipped: We would like the ability to hide either the lefthand option if there is associated software or hardware, or ideally business rules to hide the “Fulfilled” option from the dropdown for certain items, meaning the righthand route has to followedThe SR can also be closed without the request being dealt with at all which is another issue.

1
mbackwater42
Top Contributor ⭐
1 year ago
swhitneyPSD
Apprentice
swhitneyPSDApprentice

Include agent id that set ticket as closed/resolved in API callsClosed

While developing automations and trying to work with our Freshservice data, I’ve been needing to pull all of our closed tickets while also getting the information on who closed it and what group the ticket was assigned to.Currently in the API there is no way to do this in bulk, it can only be done one ticket at a time through /api/v2/tickets/:id/activities, and then searching the activities for “… Set Status to Closed”There are a couple ways to solve this problem:Include a closed_by key in each ticket that is equal to the agent ID who last set the ticket to closed/resolved Allow ticket activities to be included in a bulk API call, something like: api/v2/tickets/filter?query="status:5"&page=1&per_page=10&include=activitiesThis feature would greatly enhance our abilities to work with our ticket data inside Freshservice

0
swhitneyPSD
Apprentice
1 year ago
Skilled Expert
MDaviesSkilled Expert

Associate A Change With Another ChangeFuture Consideration

When raising a Change today I quickly found out that it is impossible to link a Change to another Change.I was raising this Change as a result of another Change that had been implemented some weeks ago.So with that, I think it should be possible to Associate a Change to another Change within the interface: 

1
1 year ago
Apprentice
C WoodsApprentice

Increasing amount of checkboxes across entire systemClosed

Hi. It was suggested I raise an idea through this medium to gain traction. Relatively new user to Freshdesks platform and working very well so far. However, a limitation we’re experiencing is the limit on ‘Checkboxes’ available to be integrated into the different forms across our system. Currently this is set to 30, but with many request options, with a number of (multi choice) specific details, having a limit of 30 is hindering the flexibility and helpfulness we can offer our clients. Has anyone experienced this issue, and if so, are there any suggested work-arounds?

0
Apprentice
1 year ago
HamzaNaveed
Apprentice
HamzaNaveedApprentice

The Secret Sauce to Memorable Event CX (With Real-World Mundan Ceremony ExampleClosed

In an era where every touch-point counts, personalized video invitations have become a high-impact (yet underused) customer-experience tool for event professionals. This post explores why tailored video invites outperform static e-cards, how they increase RSVP rates and brand recall, and what it takes to implement them—complete with a live example of a culturally rich Mundan Ceremony template that you can start using today.

0
HamzaNaveed
Apprentice
1 year ago
Contributor
OKHiEdContributor

Add Search field for Admin view of RequestersClosed

In the Admin > User Management > Requesters window, sometimes you need to pull up a specific person that does not appear in the main search.  Add an “in window” search field to quickly search for a requester.  Currently, you have to either know the status of the person and choose that group (Verified, Unverified, Deactivated, etc.) to start searching or choose the letter of the alphabet and scroll through page after page until you find the requester you need to look at.

1
1 year ago
Contributor
leigh.websterContributor

"My Groups" Task Score Card WidgetClosed

Currently you can only see your tasks on the dashboard when you add the Score Card widget. To see what unassigned tasks belong to your group, you need to navigate to the tasks section.I suggest adding the ability for us to see our groups unassigned tasks on the dashboard as a Score Card widget.

2
Tom Elsassser
1 year ago
Apprentice
blakecApprentice

Pull ticket info into WordpressClosed

I was wondering if there was a way to pull information of tickets into Wordpress, an example I'm thinking about is just a stat of how many total tickets we have addressed.

1
daviddalley66
1 year ago
Karel_Vlček
Top Contributor ⭐
Karel_VlčekTop Contributor ⭐

WYSIWYG Editor - Basic functionsClosed

Hi!It is possible to add to WYSIWYG Editor these basic functions?Step back Remove formating Switch to plain text - I mean turn off wysiwyg and see the code it generates.Why? Pasting into wysiwyg always destrois the basic formating. These above can help to restore formating without deleting everything.At least “Step Back” and “Remove Formating” buttons, please :)

0
Karel_Vlček
Top Contributor ⭐
1 year ago
MichaelJM
Top Contributor ⭐
MichaelJMTop Contributor ⭐

"Request for someone else" should be First in Service Request, not after hitting Place RequestFuture Consideration

The ‘Request for Someone Else’ checkbox doesn’t show up until after the requester hits Place Request. This is incredibly inconvenient and often missed. Is there a way to get this to be the FIRST FIELD on all Service Requests instead of have it hidden after clicking Place Request? We have had to result to adding another field for ‘who are you requesting this for’ because it’s too confusing for end users.

3
1 year ago
Skilled Expert
MaximeBSkilled Expert

Implement a way to fix requesters emails in datasourceFuture Consideration

Hi,I am wondering if its possible to implement something to allow requesters to select only specific requesters from the datasource.As of right now, when people send us an email in freshservice for example their gmail, hotmail, etc, it create a requester.We use 3 domains in our company: @example.ca, @example.org, @example.com (thats just an example)I want to know if its possible to display only these 3 domains from the “all users” datasource so people can ONLY select these person from the datasource from a specific service catalog.This will prevent people to select gmail email to select a company user which cause issues with workflows.We have a workflow that check this selected user from ActiveDirectory, but gmail, hotmail, etc are not in our AD of course...Thanks again for your time

0
Skilled Expert
1 year ago
JosvandenEnd
Active Contributor
JosvandenEndActive Contributor

Out of office widget blocking Freshdesk menusClosed

Hi there! We are a big fan of the “Out of Office” functionality within Freshdesk. We mainly use it in two scenario's:When a agent is really a day of or on holiday When agents are working in Freshdesk, but not on 1st of 2nd line callsIn both cases, our 1st line calls (incidents, user-questions) open without an agent when the customer replies.In this second case, it can be very annoying that the widget is hovering above some important stuff in Freshdesk. Attached you can see that the widget is blocking the time registration menu of a ticket. I also attached an image where you can see that it blocks the Fresdesk Support Chat. Would it be possible to have this widget differently implemented, not blocking any important menu's? 

7
smith poll1
1 year ago
alexu
Apprentice
alexuApprentice

Improve Tag Creation UIClosed

If a user has permissions to create a tag (Admin > Tag) the plus icon should appear green when they type a sufficient tag, and then it should be clickable to add. If a user sees a greyed out icon that does not change and cannot be interacted with, they fairly assume that either they do not have permission or it is broken. 

0
alexu
Apprentice
1 year ago
Contributor
cfrankContributor

Gamification AccountingClosed

It would be great to be able to see an accounting for gamification points.  During "X" date range, a list of what points were accrued, what points were lost, etc.

3
markgray89
1 year ago
mford_gd
Top Contributor ⭐
mford_gdTop Contributor ⭐

Contract TerminationFuture Consideration

Currently you can only mark a contract as Terminated if it is still Active. Often, sadly, we do not know a contract has been terminated until it is past the renewal date. Please add the ability to set a contract to Terminated even after the contract has expired.  

0
mford_gd
Top Contributor ⭐
1 year ago
kirkvanslyke
Contributor
kirkvanslykeContributor

PO Module - Ability to cancel\return a POClosed

Occasionally, a PO item must be returned or an entire PO cancelled. Currently, there is no way to do this. Prior to adding items to inventory, it would be helpful to have an option for cancelling a PO (perhaps with a required note as to the reason for the cancellation).Related - a Notes tab for POs would be very helpful to add context around the orders for historical reference.

1
1 year ago
Apprentice
wsniderApprentice

Ability to Access Custom Object Data in Lefthand NavigationClosed

Please add the ability to access the custom object view/list from the navigation directly, instead of drilling down to Settings > Custom Objects > Object Records. This view would have similar filter functionality as existing lists in nav items such as Tickets, Changes, Assets, etc.

0
Apprentice
1 year ago
mbackwater42
Top Contributor ⭐
mbackwater42Top Contributor ⭐

Onboarding - asset managementFuture Consideration

We would like to assign assets to users (software and hardware) when they are onboarded. It appears that that Asset Management module uses Requester IDs to track users. If this could be changed to use some other data that is available in the Onboarding module (email addresses, perhaps?) these assets could be assigned at the time of Onboarding. As it stands, there has to be a manual process to assign software and hardware assets to the user after the Onboarding process is complete. Also, if, like us, you are using the Freshservice Provisioning Tool to build Requester accounts in Freshservice you may need to wait up to 48 hours for that provisioning sync to take place. Either way, it’s a manual process that opens up the potential for delay and/or human error. 

0
mbackwater42
Top Contributor ⭐
1 year ago
Skilled Expert
Cara

Business Rules - Map to Relevant Service ItemClosed

Is it possible to potentially add all the related Business Rules to the Service Item itself and to also be able to create the Business Rules from the Service Item so it is clear what ones are applied to what form and you do not have to click between multiple screens in order to work out which one is the one causing the issue or if your rule did what you wanted it to… and also have a preview option in the form so you can see what it looks like with the current Business Rules and fields.

0
Skilled Expert
1 year ago
arlo.hurst
Apprentice
arlo.hurstApprentice

Scenario Automations > Add Watcher: Event Performing AgentClosed

We utilize Scenario Automations to move tickets between Agent Groups whilst updating Status, Priority, Impact, etc and then have to manually add ourselves as a Watcher of the ticket. Adding the ability to set the Event Performing Agent as a Watcher for the Scenario would be quite beneficial for escalating scenarios across multiple businesses.

0
arlo.hurst
Apprentice
1 year ago
volcanicdove
Skilled Expert
volcanicdoveSkilled Expert

Automation Request: Update Parent TicketFuture Consideration

Hello, Please consider implementing the option to associate and update a parent or child ticket within the Automator. When a dependent ticket has been updated, it’s frequently necessary for process stakeholders to be notified in an auditable manner (preferably by notes added to the parent ticket). This is a major pain point for my organization and we have spent a considerable amount of time and effort building around the lack of this feature. Thank you

0
volcanicdove
Skilled Expert
1 year ago
thx1138
Contributor
thx1138

Lookup Fields as custom fieldsClosed

It would be ideal to have lookup fields when adding custom fields to software, contracts, etc.  For example, I would like to add fields such as:departments business owner (as a Requester lookup)Thanks!

4
thx1138
Contributor
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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