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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
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐

Create Child Service Requests with attachements for the child itemsUnder Review

Option “Create Child Service Requests for each of the items above“ is active. One of the child Items is required to have attachments (which is also activated in the corresponding Service Request item)But unfortunately when requesting the parent item and selecting the child items, you only can attach files to the parent item!Please make it possible to attach files in the child items. In the “Bundle” where the additional service items are, when you click on them and the associated form for that item presents itself you should see “Add Attachments” as a part of that form. related question: 

6
Daniel Söderlund
1 year ago
Mahdi.abuhait
Contributor
Mahdi.abuhaitContributor

Feature Idea: Hourly SchedulerClosed

Feature Idea: Hourly Ticket SchedulerCurrent Behavior: The Scheduler allows automated ticket creation at daily, weekly, monthly, and yearly intervals. Requested Enhancement: Add support for an hourly interval, so tickets can be generated every hour (e.g., “at 00 minutes past each hour”). Use Case: Automated health checks or data imports that need to open tickets immediately when an hourly threshold is met. Ensuring prompt visibility for issues or maintenance tasks that occur on an hourly cadence without relying on external cron jobs or scripts. Benefits: Full in‑platform scheduling flexibility across all common time intervals. Simplifies workflows by removing the need for external scheduling tools. Improves responsiveness for time‑sensitive monitoring and operations.

0
Mahdi.abuhait
Contributor
1 year ago
Angela Gair
Apprentice
Angela GairApprentice

Adding TO-DO as a View or FilterClosed

Is there a way to add “To-Do” as a View or a Filter so that all “To-Do” items are listed in a list? Just viewing and scrolling through the very small window on the dashboard is very cumbersome as this small window cannot be expanded.  Small TO-DO Window on Dashboard 

2
Johannes.CPL
1 year ago
Skilled Expert
MDaviesSkilled Expert

Add 'Merge' related Events, Conditions and Actions To The Workflow AutomatorClosed

As per the title; it would be nice to have the option to set up a Workflow based on the various activities involved in Merging tickets.  You can sort of do this now but it requires a lot of wasteful JSON filtering and submitting API requests.Example use cases:Automatically add the Watchers from ticket B (that has been merged in to the other) to ticket A Setup an Email notification rule to advise a Requester that their ticket has been merged with someone else’s Notify a Department head when a single Merge action has resulted in X amount of Tickets being combinedI’m sure there might be better use cases than I’ve come up with here but hopefully what I’ve said here makes sense.

2
1 year ago
Apprentice
scarbuhnApprentice

Granular admin capabilities at the sub-module levelClosed

I would love it if we could more granularly set Admin capabilities. It’s nice that we can set them at the admin level for different modules like canned responses, automation etc. but I think one level lower would be perfect. For example, if I create an automation, it would be nice to hand that exact automation off to the group it belongs to so that they can administer and run it themselves. This could be done by adding an option when creating the automation, or on an ellipsis on the automation etc. Though I mention automation, it would be nice to have it at every module

1
1 year ago
Aby
Apprentice
AbyApprentice

Announcements - Ability to copy and schedule recurring announcementsClosed

It would be a great idea to be able to reuse announcements. This would save lot of time in drafting a new announcement. Additionally, it would be wonderful recurring regular announcements can be scheduled as recurring. E.g. Monthly system update notification sent few days before the fixed monthly announcement schedule.

2
mbackwater42
1 year ago
JaySpeer
Contributor
JaySpeerContributor

Workflow Automator - Delay Until Timer NodeClosed

We have a lot of our service items automated through web requests and API calls. I would love to see a way in the workflow automator to select a “Delay Until” timer node.Example use case:We have a Agent Access request form in our catalog, where people can request for an existing or new hire to receive an Agent License. They select which agent group(s) the person will need to be assigned to and we have standard agent roles for each agent group. They also indicate when the agent access is needed. In the event of a new hire, it is often 2-4 weeks in advanced.Benefit:With a “Delay Until” timer node, we could have the workflow pause on the request until the start date and then use Web Requests in the automator to create the Agent account or convert the requester to an agent, then add them to the appropriate agent groups and agent roles, without any manual touch.

4
Daniel Söderlund
1 year ago
mskotko
Top Contributor ⭐
mskotkoTop Contributor ⭐

Add "State" as a readable value in Workflow AutomatorFuture Consideration

When building workflow automators, it would be beneficial to have State as a useable value. Being able to use “Customer Responded” to be able to trigger events for agents would help bring awareness to a response for agents can get back on a ticket.

3
Daniel Söderlund
1 year ago
FunkyFritter
Apprentice
FunkyFritterApprentice

Auto SaveUnder Review

When writing articles in the Solutions or knowledge base section of FreshService, it can be a dangerous game there is no auto save. Not sure why in 2025 there is no autosave but it sure does suck when you spend an hour working on something and lose it. You can’t even write it in a Google Doc and copy and paste because it loses the formatting. An auto-save feature should be top of the list, but the entire screen could use some modernization and formatting features. 

1
Medic1334
1 year ago
Skilled Expert
MDaviesSkilled Expert

Allow OLA policy creation on more than just TasksClosed

Currently you may only define SLA policies on Tickets, Changes & Problems.  OLA policies may only be defined on Tasks.What if you don’t want to be restricted in this way?  Tough.Our organisation primarily serves our internal staff via Freshservice with Freshdesk performing the bulk of external customer support duties.Providing Admins the ability to set SLA and/or OLA policies on all item types would help them shape Freshservice to fit the specific needs of their business.

0
Skilled Expert
1 year ago
Skilled Expert
MDaviesSkilled Expert

Track Business Rule changes in the Audit LogFuture Consideration

Changes to Business Rules should be tracked in the Audit Log.It is frustratingly easy for someone to go in to make, what they believe to be, a relatively small edit to an existing Business Rule to fix one thing but for it to break something else.

0
Skilled Expert
1 year ago
Contributor
Virginia HagertyContributor

Utilize the space for creating Service Catalog Items better!Future Consideration

The way we have to create Items in a strictly vertical fashion is a waste of space!!  It makes some items VERY LONG when they could easily be 2 - 4 columns wide.  Base it on a grid and allow the ability to click and drag the shapes around easier.  My previous software allowed that and it made for a much nicer format in a smaller area. 

0
Contributor
1 year ago
Mufaddal
Apprentice
MufaddalApprentice

Option to Add Multiple email address in "To"Closed

While creating new email, we have option to add only one email address in To column, we want option to add multiple email addresses, if want to address multiple people.same as it has option to add multiple email addresses in CC column.

1
Contributor
1 year ago
Active Contributor
David ErnstActive Contributor

Role for Agents to Create VendorsFuture Consideration

It would be very helpful to have an Agent Role to create Vendors, possibly an option in the Procurement Manager and Contract Manager Roles.   It seems a bit overkill to require an Admin to add vendors as staff continually make purchases from various vendors or enter into contracts.  

0
Active Contributor
1 year ago
Contributor
jessica.hyncikContributor

Push to Teams for Scenario AutomationsClosed

Currently, we can use the ‘Push to Teams’ action in many of our automation rules as a way to connect with people that aren’t involved with customer support every day. This action does not appear to be available in Scenario Automations.For example, if a customer adds a CSAT rating and comment, it is posted in the ticket. Some comments are worthy of posting to teams where other business units can follow along or reply - but it really depends on the context of the comment. We would like agents to be able to execute a scenario that posts to the appropriate channel in teams without having to go through all of the steps each time.

0
Contributor
1 year ago
Apprentice
GregBApprentice

Requester Responded BoxUnder Review

When a requester responds to a ticket, a blue box appears on the ticket screen list saying “Requester Responded”. This box doesn’t go away once an agent opens the ticket and views the response, but it would be nice if it at least turned a different color, like light grey, once an agent views the requester’s response. This would indicate that the response is no longer “new”.

3
mskotko
Top Contributor ⭐
1 year ago
Karel_Vlček
Top Contributor ⭐
Karel_VlčekTop Contributor ⭐

Swap between public and private noteUnder Review

Hi,this is an easy thing and it will help to all of distracted technicians, who just add a note and realize that the note should be public from private and vice versa. If it will be possible in no more than two clicks, it will be great!.In these days you have to delete the note and write it again with the correct private/public settings.Thanks :)

5
mskotko
Top Contributor ⭐
1 year ago
Contributor
martrevisanContributor

Asset Association Window - Add additional columns in the ViewClosed

I would like to put forward to have the ability to include additional columns from the Assets fields within the Ticket - Asset Association process. This way, if we have multiple assets but for different, specific locations, we can identify them easily.  

0
Contributor
1 year ago
Simon from Pymble
Top Contributor ⭐
Simon from PymbleTop Contributor ⭐

Filtering for Data Sources on Service Catalogue requestsFuture Consideration

There are many use cases for using the data source feature of a drop-down selector field inside a service request. Currently however, they are too permissive/expansive for our data privacy and simplicity needs. For example, I would like a requester to be able to select a colleague/subordinate from the “requester” data source to make the process more accurate and faster for everyone. But, we only have the choice of a filtering by requester group or other ‘hard coded’ attribute like department. This means If I want to restrict staff in HR to only being able to select a colleague, I’d have to make an SR per department and make them department specific. I think we should have the ability to add dynamic filtering that works in the requester’s context. e.g. the below would let us have 1 form for all staff that shows only the relevant colleagues to them. We are also wanting our parents to only being able to select their child when doing an SR. Currently, if we use the requester group = Students…. they can choose (and see the email address) all our 2700 students. This is far too permissive and forces us instead to use a ‘dumb’ version where they have to type in their child’s name or email. Additionally, agents are often not selectable in these requester filters. We are using Freshservice as an ESM and have 110 agents across many different internal teams. It is not just IT staff as agents. We need agents to be selectable in these filters. Filtering is also needed for the data source “Locations”. We should be able to filter in/out locations so that people can only select relevant locations to the SR and not all. And again, filtering is required in the assets data source. We should be able to add a user-context filter that only let’s them select from the assets assigned to them or their department etc. This way they can accurately select items that might need servicing.  

0
Simon from Pymble
Top Contributor ⭐
1 year ago
ComputerGuy7
Contributor
ComputerGuy7Contributor

Solutions: More features around Drafts and TagsFuture Consideration

We are starting to heavily use the Solutions area of Fresh Service. Some features we would like to see: Allow customer facing solutions home page to view articles by: alphabetical, date published, category, tags, folder, etc... Search results to show more information: date published, tags, category, folder, etc… More options around solution status (DRAFT to Publish). Need ability to edit a published article without the published version of solution switching to Draft status. If published solution is in draft status for weeks while it gets updated to version 2, I need the published version 1 to still be accessible to customers.

9
mbackwater42
1 year ago
triyosigirinda
Contributor
triyosigirindaContributor

Time Interval on Dashboard and ReportUnder Review

Hi,Refreshing an idea here, as I previously raised in Question section with a similar context.We have a customer who asks for these features in Freshdesk Support Desk (formerly Freshdesk) and Freshdesk Contact Center (formerly Freshcaller):The capability to have a dashboard widget on time interval basis for ticket. For example at 08.00-09.00 How many ticket is Open, Overdue, Resolved and Closed and the same with 09.00-10.00 and so on. The capability to have time Interval field in the analytics report for ticket, and call module. This discussion has been raised on a Support ticket ID: 11517765 as Feature Requests with Freshdesk team and we were suggested to raise this discussion on the Community Forum that display a case might be related to other global customers/ users of Freshworks so these features can be possibly determined in the future product roadmap. Please keep us updated.Thanks. 

2
1 year ago
Georg
Apprentice
GeorgApprentice

Enable fulltext ticket search via API (subject, description, conversations, etc.)Under Review

✨ What is the feature?Allow API access to the same fulltext search capabilities available in the Freshdesk UI. Specifically, enable searching tickets by subject, description, and ideally also conversation content, similar to how the internal /api/_/search/tickets endpoint works with { term: "...", context: "spotlight" } - in the UI, this is what appears when you type in the “search” field (magnifier icon, top right). 🔍 Why is it important? This search is available in the UI but not via the public API, which is inconsistent and frustrating for automation. There’s no way to query these fields via /api/v2/search/tickets or filter tickets by custom fields (if the field is too short, e.g., 255 characters). Automating ticket audits, tracking frequent issues, or building support insights becomes impossible unless you manually export everything or reverse-engineer internal endpoints using cookies/sessions. Has been requested before several times,     📦 What we tried Tried using GET /api/v2/search/tickets?query="subject:xyz" → doesn’t work; subject and description are not valid fields. Tried using internal endpoint /api/_/search/tickets (works in browser), but this requires a session token and CSRF token, which makes it unsuitable for stable automation (e.g. in custom apps using API keys). 🧰 Suggested solution Either open up the /_/search/tickets endpoint for API-Key-based use. Or extend the /v2/search/tickets endpoint to support subject, description, and ideally also conversations.

0
Georg
Apprentice
1 year ago
Skilled Expert
MDaviesSkilled Expert

Enable Drag and Drop in Starred ViewsFuture Consideration

Hello all,Now that our organisation has been using Freshservice for ~9 months our Agents are finding that they have dozens, if not over a hundred, Starred Views, particularly within Ticket filtering.You can Star the Views that you wish to have easy access to but, for some Agents, this can become clunky over time as the ones that are most used are not necessarily at the top of your listSo with that said I think it would make sense if dragging and dropping was made available at least for the Starred Views section - alternatively dragging and dropping would be nice for the entire Ticket Filtering list.

0
Skilled Expert
1 year ago
anika.heim
Apprentice
anika.heimApprentice

Automatic TranslationFuture Consideration

It should be possible to translate the system as well as the customer portal including the personalized fields, service catalog, knowledge database, etc. from a central location.We currently have the problem that the translations are very inconsistent and often outdated. We have to maintain the translations manually in many different places. Since Freddy AI can also translate conversations directly, for example, it should actually be possible to translate the rest of the content automatically. The current process is very tedious and takes a lot of time.

0
anika.heim
Apprentice
1 year ago
zhdd
Apprentice
zhddApprentice

Feature Request: Decrease SLA Response time and SLA Escalation & Reminder Time LimitClosed

I would like to propose an enhancement to the SLA featureSLA Response target can be less than 15 minutes, for some case like social media we would like the response target within 5 minutes Selectable SLA due time reminders & escalation can be defined in weeks, days, hours and minutes, pretty much like the SLAs are currently defined. And we’re also looking forward to have the reminder less than 30 minutes so we can have more flexibility in configuring the reminder and escalationThanks

1
bobbapopcorn
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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