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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
LucasNeiva_BR
Apprentice
LucasNeiva_BRApprentice

Business rules for problemsPlanned

It would be very interesting if there were business rules for problems as well. Currently, there are only rules for tickets, changes and service requests.

6
1 year ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Hour operator for logical expressionsClosed

Recently I was asked to setup a block to the ability to submit changes in the morning hours before out change meetings. In the automator I get the current datetime for our timezone (example below):2025-04-01T10:56:42.624202-05:00On a separate logical expression, I need to get the current hour so that a following condition can be used with a “less than” argument but it doesnt look like there is an hour operator (there are Day, Month, Year operators).For the meantime, I used the below to parse out the hour value at but it returns a string value instead of a number, which means I need to do a “contains” and specify every possible hour:{{E6.result|split: "T"|last|truncate: 2,""}} While what I have works, being able to return the hour value as a number would make configuration much less intensive.

1
Medic1334
Top Contributor ⭐
1 year ago
Apprentice
Steve SmithApprentice

Disable searching for contacts when sending new email or forwarding ticket.Closed

When sending a new email or forwarding a ticket, we’ve had two occasions when an agent has selected a very similar suggested email address, which has resulted in someone receiving data they shouldn’t of.An option to enable/disable this search would be great, especially from a compliance / GDPR standpoint.ThanksSteve

0
Apprentice
1 year ago
TCrays
Apprentice
TCraysApprentice

Asset association and locationClosed

When an asset is associated with a ticket. We would greatly benefit if it were editable from the ticket itself.  If anything, the location of the tool could automatically change to the location of the requester when associated with their ticket. The user would then be the person who requested it in the ticket or “requested for”.

0
TCrays
Apprentice
1 year ago
TCrays
Apprentice
TCraysApprentice

Data Export optionsClosed

When it comes to the export options for Data export the .csv file seems to be fine but if you happen to not look at it for that day then you do not download it. If you go to a past file, it is not downloadable or viewable.  These exports go to a team of people that are not agents in the helpdesk and are in the need to know of these exports. I know that I can go into the export and download previous exports but they cannot, and I would like to avoid having to go download them when requested. If these were exported as pdf’s then they would potentially save themselves in the email.

0
TCrays
Apprentice
1 year ago
Croy
Top Contributor ⭐
CroyTop Contributor ⭐

Freshdesk - Dynamic Email Banners in Agent's signatureFuture Consideration

in Freshdesk, it would be great to have an option that allows admins to centrally update the email banner signatures of agents. This feature would enable companies to promote different products and share key information consistently, without relying on individual updates. It could also serve as a strong differentiator for Freshdesk, appealing especially to marketing teams during the adoption process.

0
Croy
Top Contributor ⭐
1 year ago
Apprentice
bakerm00Apprentice

Announcements posted to email AND Microsoft TeamsFuture Consideration

currently announcement distribution only supports inportal, email and Slack.Microsoft Teams support is required to issue specific announcement to a named channels. 

0
Apprentice
1 year ago
kirkvanslyke
Contributor
kirkvanslykeContributor

PO Module - bulk add to inventoryClosed

On the Add to Inventory function on purchase orders, it would be very helpful to support the ability to bulk add using a .csv file (similar to how it is supported in the Inventory module). Individual manual entry works fine for small numbers of items, but when adding a large list of serialized assets, a bulk import feature would be extremely helpful.

0
kirkvanslyke
Contributor
1 year ago
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐

Making Alerts BetterFuture Consideration

I hope it’s just a matter of time, but I’d rather document it here. I am working with alerts - bringing in more and more tools into the alerts, but I hit a major snag. I’d like to re-title the alert based on metrics that come in from the alert itself. While I could associate a ticket and then modify the ticket, I’d really like to modify the alert. I think the problem here might be the aggregation algorithm - that may be why this isn’t even an option.Unfortunately, I haven’t found a way to do this. Moreover, it appears I cannot perform a PUT on an existing record. The API documentation doesn’t say it is possible, so I thought I would try, but it wouldn’t work. The only thing I can do is POST a new note to the alert.Why?They say a picture is worth a thousand words. Here’s an alert that I just setup. This is a notification of unmanaged assets in my environment. Here’s the problem, I would have to click on every one of these in order to find the asset I want to look at. I want to modify the subject so the alert is useful and makes it quicker for me to look at. Otherwise, it’s useless.Workaround?For right now, I could create a ticket for each alert. I’ll then be able to change the associated ticket with an HTTP PUT request via the API. This isn’t ideal - I shouldn’t have to hit the API to do such a thing - again, I think about the people coming after me. While this isn’t technically difficult, not everybody has API experience like I do. Many who will come behind me may not - it would be best if we could make this as user-friendly as possible in the Workflow Automator

4
Medic1334
Top Contributor ⭐
1 year ago
Apprentice
dyakubikApprentice

Ability to unarchive tickets and make archiving optionalClosed

You can't edit archived tickets, and that's a big problem if you need to edit the contact and/or company value associated with the tickets. They remained orphaned in a ghost contact account forever.

4
1 year ago
Apprentice
SFS at SAICApprentice

Requesting Ability for an Agent to create a Canned Response for themselves from the ticket creation viewClosed

Can an agent create a canned response for themselves from the ticket creation view?  Is it possible to add this feature?  Would it also be possible to add a process for a secondary review by a content manager prior to giving the agent ability to publish a canned response to all agents?

0
Apprentice
1 year ago
Apprentice
pholdenApprentice

Dates/times not showing enough detail in User PortalFuture Consideration

Customers as well as agents do not see any detailed information of dates/times in some views like ticket history of replies and for agents when you do a search, you only see that it was updated/closed X amount of days/months ago.  Would be nice to see the exact date/time.We have had customers complain that this is not accurate enough as they would like a detailed date and time for reporting purposes.I could not see any configuration sections in the settings for this.Would this be something which could possibly be added for future releases?

0
Apprentice
1 year ago
KrisC
Skilled Expert
KrisCSkilled Expert

Onboarding Kit displayClosed

Can we update the display of onboarding kits? A grid layout would be great! We have a kit for each role in the org, and with 200 unique roles scrolling through the current display is a bit tedious. 

3
axel990
1 year ago
Apprentice
treehuggerApprentice

Retain last settings when sending emailsClosed

When using the Freshdesk send email function, it would be nice to have it retain the Status, type, tags and other fields when you choose to ‘send another’ or have another tick box to retain previous info.this would just same time when sending many emails on the similar topic

0
Apprentice
1 year ago
OgenIT
Contributor
OgenITContributor

Asset Approval by employeeFuture Consideration

Hello everyone,I've seen a helpful feature in other (ITAM) systems that's missing in Freshservice.Here's how it works: Once an asset is assigned to an employee, an automated email notification is sent to the employee's registered email address. This email includes all asset details, its condition, and a link for the employee to approve ownership. This approval information is then recorded on the asset's page, including the approval date.This addition would greatly improve asset management and transparency in Freshservice.

8
1 year ago
eeha0120
Top Contributor ⭐
eeha0120Top Contributor ⭐

Ticket Column List - Assigned DateFuture Consideration

Hi.The exact same idea from:Ticket Column List | Freshworks CommunityIt would be great to have the column “Assigned Date” available in the fields for the Ticket List View. What do you think? Regards,

1
Daniel Söderlund
1 year ago
Apprentice
NKhetsuriani_QApprentice

Merge company records and update ticket historyClosed

Company data management requires us to merge records. This happens when we discover a parent-child relationship between different brands or when companies acquire each other which is common in our industry. As of today we need to manu ally move contacts one-by-one and adjust tickets using a custom API script.Other CRM platforms can handle the update simply by moving domain from one record to another. Would be nice if FreshDesk could develop this feature as well. 

0
Apprentice
1 year ago
Apprentice
NKhetsuriani_QApprentice

Opt-out a company/contact from user activation emailClosed

We have a number of clients that prefer to continue using email only and would like to opt-out of user activation emails. As of today there is no solution that enables us to track opt-outs except for manual notes. If user activation email is enabled the platform continues to send invites to companies/contacts even they would like to opt out of the invite only. 

0
Apprentice
1 year ago
Skilled Expert
ErikAlmSyneritySkilled Expert

Ability to edit the fields visible in the mouse over / hover over interface for requesters in ticket listsFuture Consideration

It would be great if we could have the ability to edit the fields visible in the mouse over / hover over interface when browsing a requester in a ticket list. Currently this is hard coded. I want settigns that let customers decide for themselves what info should be visible here. This would be great to at least have per workspace.  

2
Skilled Expert
1 year ago
Apprentice
akwongApprentice

Combined SLA Timer for Response Due and Resolution Due in Ticket viewClosed

Key Benefits: Enhanced Visibility: Agents and managers can easily track SLA progress for both response and resolution times in a single view. Better Prioritization: Teams can quickly identify tickets that are at risk of breaching either SLA and take proactive measures. Proposed Implementation Details: Add a new column in the Ticket View: "Time Until SLA Breach". The column displays the countdown (in minutes/hours/days) to the nearest SLA breach (e.g., First Response Time or Resolution Time). Use color-coded indicators: Green: Tickets with sufficient time remaining. Yellow: Tickets nearing SLA breach (e.g., within an hour). Red: Tickets that are overdue or have already breached SLA. Allow sorting by this column to prioritize tickets with the shortest time left.

0
Apprentice
1 year ago
Apprentice
dlanskyApprentice

Analytics Totals and SubtotalsPlanned

Please look into adding a totals and subtotals to analytics. This is what I’m currently able to create. I would like to add a subtotal and total  I recreated what I’m looking for in excel. The goal is to add totals and subtotals like the below into any summary table. I can currently make individual widgets that can hold these subtotals/totals, but without putting everything within one widget the spacing is off. I need to be able to create this within a single analytics widget. 

1
Amrit Mishra
1 year ago
Skilled Expert
Susanne EwéoSkilled Expert

Support for custom object linked ticket fields in support widgetFuture Consideration

It would be great if Freshdesk supported custom object related ticket fields in the support widget too. Currently this kind of field is only supported in agent portal and customer portal. Ticket field related to a custom objectField is visible in the Submit Ticket form on the portal, but not in the Support Widget 

0
Skilled Expert
1 year ago
Skilled Expert
MDaviesSkilled Expert

Make 'Change Numeric ID' Available Within Workflow AutomatorFuture Consideration

Hi all,I think it would make sense if the Change ID (Numeric) option were made available within the Placeholders section when working within the Workflow AutomatorThis would align with what is available if working on Tickets: 

3
Daniel Söderlund
1 year ago
Contributor
reneeContributor

Extract "Assets Covered" by contractClosed

Being able to extract a list of assets that are associated to a contract would be extremely helpful. Some of our contracts have a high volume of assets which we need to report on regularly. If this feature is not able to be added to the Contracts module, could we please have this available to report on in the analytics tab??

1
Contributor
1 year ago
Contributor
reneeContributor

Assets > Inventory - Add additional columns to filter through assetsClosed

It would be really helpful if we were able to filter by Last Logged in User and also by associated contract. Could these fields be added into the filter and customise column areas please?  Thank you!

5
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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