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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
Magnus Reinel
Top Contributor ⭐
Magnus ReinelTop Contributor ⭐

Status Page 2.0Future Consideration

Improvement to Current Status page.Support for SMS notifications, with toggle, as some services might require sms communication and for some email is enough Ability to set “critical” hours/dates on the services. I.e. if we have a service that is only critical during weekends, or end of month, etc. We should be able to set when to send email/sms notifications. Set target groups, e.g. we have different type of management levels, and only level-1 mgmt requires sms, level-2 is happy with email.Today we’re using work arounds to accomplish simple SMS communications. This should be out-of-the-box functionality for a status page / major incident communication tool.This may be equally good having for whatsapp, Teams (Servicebot) and other tools as well.

0
Magnus Reinel
Top Contributor ⭐
1 year ago
Jacob19
Apprentice
Jacob19Apprentice

QuestVerse – AI-Powered Open-World RPGClosed

QuestVerse is a next-gen open-world RPG where players explore a dynamic, AI-driven universe that adapts to their choices. The game features procedurally generated quests, real-time combat, and multiplayer co-op modes for endless replayability.🔹 Key Features:✅ AI-Powered NPCs – Every character has a unique personality and remembers your actions.✅ Infinite Procedural Quests – No two adventures are the same!✅ Cross-Platform Play – Available on mobile, PC, and consoles.✅ Customizable Combat Styles – Switch between magic, melee, and ranged attacks.✅ Live Events & Seasonal Updates – Stay engaged with fresh content.With stunning graphics, immersive gameplay, and AI-driven storytelling, QuestVerse offers a unique RPG experience that evolves with every playthrough! Would you play it? Click here!

0
Jacob19
Apprentice
1 year ago
Apprentice
kmannetteLCApprentice

Asset Module filtersFuture Consideration

It would be nice if you can add asset state to be filterable from the All Assets and added as a column for viewing and export. 

1
Daniel Söderlund
1 year ago
mbackwater42
Top Contributor ⭐
mbackwater42Top Contributor ⭐

Start a Teams chat from a ticketFuture Consideration

The Teams integration would be greatly improved if it allowed us to start a Teams chat with the Requester from the ticket and allow us to copy the chat back to the ticket notes. 

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

Managing Users in SoftwareUnder Review

We want to utilize the Software module in Assets more, but the interface is a bit unwieldy. When adding users for SaaS apps like some of our internal apps, I end up having to add each user one at a time and manually maintain the list of users. The module already has an Export function, can we get an Import function as well?  Alternatively, using Agent and Requester Group filters could be a better way to dynamically track users of these applications as our workforce changes. 

0
mbackwater42
Top Contributor ⭐
1 year ago
Karel_Vlček
Top Contributor ⭐
Karel_VlčekTop Contributor ⭐

Supervisor rules 21st centuryClosed

Hi!I can see plenty of topics related to Supervisor Rules here.What am I missing is the complete logic for triggering conditions. For example, I need to trigger more than one status (like pending and on-hold) and more than one Agent group in one condition. But there is no option to include more than just one status and group…Also, I don’t need to check the condition every 30 or 60 minutes (or how often it runs). The option how often to check would be nice too.This also comes on my mind: Why are the Supervisor Rules separated from Workflow automator? If you add time conditions to WA, it will solve everything at all.Also, there is no condition for tags in the Supervisor rules.

1
1 year ago
Apprentice
ajones46080Apprentice

Ability to have multiple bots per Teams tenantFuture Consideration

It would be great to have the ability to link multiple Service Bots to a single Teams tenant. 

0
Apprentice
1 year ago
ChristianS
Apprentice
ChristianSApprentice

Canned Forms - Need option to attach the PDF / Images / AttachmentClosed

Good day,  One of the valuable features of Freshdesk is the ability to send the entire form to the customer, along with customizable forms tailored to different cases. Enabling users/customers to request attachments within the standard 20MB limit would be highly beneficial. Adding another field like “Attachment” would just be a drag and drop and only one can be added in the form.    

0
ChristianS
Apprentice
1 year ago
Marit_NAVBLUE
Apprentice
Marit_NAVBLUEApprentice

Ability to custom the time format on a ticketClosed

Currently time is logged in tickets when a note or a response is sent to the customer, it would be good to have lapsed time (in years, months, days, and minutes) in between those notes/responses to show how long it has been since previous update.Good metric to use in reporting to increase productivity and idnetify gaps Visual indicator of agent responsiveness helps guide coaching and increased levels of customer support.

0
Marit_NAVBLUE
Apprentice
1 year ago
Marit_NAVBLUE
Apprentice
Marit_NAVBLUEApprentice

Agents should be able to delete their own Notes (without admin permissions)Closed

Agents who have permissions to add notes on tickets should be able to delete their own notes without needing additional admin permissions.

0
Marit_NAVBLUE
Apprentice
1 year ago
Karel_Vlček
Top Contributor ⭐
Karel_VlčekTop Contributor ⭐

Add standard time entry automaticallyClosed

Hi!we would like to have the ability to set time entry inside “Scenario Automations” for example.There is a lot of simple tasks, which can be solved quickly so the filling all the fields and adding time takes more time than doing the job. The bulk update of these jobs is always best choice, but there is no way how to set 5 minutes spent.ANDThe second request is to add time functions to “Workflow Automator”. I’m missing functions to manipulate (add, remove, edit) time spent on the ticket and functions to check the time spent (is the value set, <>=...)Thank you and have a nice day :)KarelPS:There are two related topics:  

0
Karel_Vlček
Top Contributor ⭐
1 year ago
Raktan
Apprentice
RaktanApprentice

Freshdesk should have multi-select fieldFuture Consideration

When can we export the multi-select field? We have already raised this issue long time ago, and almost customers asked for the multi-select field setup. The multi-select field should be the default field available on this product, compared to other competitors, they all have this field type as a default one. 

0
Raktan
Apprentice
1 year ago
Apprentice
JuliankApprentice

Analytics Reports available via APIFuture Consideration

I would like reports to be available via an API endpoint in either CSV or preferably json to allow for automatic ingestion into our internal systems. We would like to consolidate our many systems data into one place, in this case an ELK stack. Currently reports are only available for PDF download or mailing a csv. 

6
Amrit Mishra
1 year ago
Apprentice
Michael2024Apprentice

Reviving Recurring Tickets RequestFuture Consideration

Hello, I am reviving the recurring tickets feature in FreshDesk request. This is a basic function of a ticketing system that is lacking but your competitors already have it. I understand the workarounds that have been posted already in the community via API or Calendar. But come on product team…..we shouldn’t have to use workarounds to achieve this.

1
1 year ago
Letti
Apprentice
LettiApprentice

Enable different email notifications for different emailsFuture Consideration

Problem: We have three different emails connected to our workspace. One of them is used exeternaly. It the case of the external email we do not want the to receive the standard “We have received your ticket”-email .Current solution: We have to turn off email notifications all together and make workflows instead based on how the ticket is raised.💡Idea: Make it possible to active different email notification settings for different emails connected to the workspace.

0
Letti
Apprentice
1 year ago
Fern
Apprentice
FernApprentice

Execute scenario from ticket reply commandsClosed

Please add a /e option to the ticket reply command list that lets me filter and select a scenario to execute.This way I can quickly select and execute a scenario that fills out all needed tags/fields and immediately start replying to the person with a custom response, or quickly reopen the command list and select a solution/canned response.  

0
Fern
Apprentice
1 year ago
Contributor
ZakPContributor

Ticket Kanban Board Enhancement: Grouping by other ticket fieldsClosed

Happy to see a Kanban board has released for tickets. Would be great if we could group tickets by more than just ticket status. I’d especially like to group by agent and have the ability to assign tickets to different agents on my team by dragging and dropping between columns.

2
1 year ago
David Pietrs
Skilled Expert
David PietrsSkilled Expert

Separate Share Ticket Filter View Role From Other Admin RolesFuture Consideration

Currently you can only provide agents the ability to share ticket filter views if you give them the admin role of Manage Workspaces, Agents, Agent Groups, and Roles. It would be a big value add for managers and team leaders to be able to share ticket filter views with their teams, but I don’t want to give them this level of access.   

0
David Pietrs
Skilled Expert
1 year ago
Apprentice
OneGreyDayApprentice

Edit Asset Fields Directly From the Assets PageClosed

Bulk update is nice and all, but it’s not applicable to every field type such as warranty information and serial numbers. This makes editing cumbersome, especially when the import/export process is so prone to failure (didn’t include the correct fields in the export for the asset type, times didn’t match, etc...) Being able to edit directly from the list of all assets with interactive fields would be a total game-changer, and hopefully let me toss out the duplicated work of having an excel spreadsheet!

1
jackmail980
1 year ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Blocking requests for selfFuture Consideration

We have a couple processes where we need to be able to block a user from submitting a request for themselves (aka not entering a requester when raising the request in the portal).  An example is offboarding (we aren't using the module….yet) and adding a user to the change management process.  This can cause automations to happen against the wrong value.  It would be nice to have the ability to make a business rule that checks if requested for is the same as the requester and then pop a toast notification to prevent these from being raised.We can use a workflow automator to close and email the user, but that is a poor user experience if the form requires more than a couple seconds to fill in. 

3
1 year ago
Active Contributor
joestractActive Contributor

Reporting on Customer Closed TicketsFuture Consideration

With the new Freddy self-service email bot and other Freddy capabilities, we were curious how many tickets customers are closing themselves now that they “have all the answers.”Is there a metric or filter in reporting we can use to show tickets closed by customers?

1
Active Contributor
1 year ago
jcapitan-shoreline
Skilled Expert
jcapitan-shorelineSkilled Expert

CC and Shared Ticket Email NotificationsUnder Review

The issue that I am having between CC and shared tickets is that the experience is very inconsistent and easily leads to communication breakdowns or upset customers in Freshservice. As of right now CCs work just like emails (kind of), if a requester CCs a user to a ticket, the CC will get the direct email communication and also an email from Freshservice “Note added to Ticket”. Meaning the CC will get 2 notifications emails for 1 update.  If he CC user doesn’t reply all and replies directly to the ticket, the original requester will not get any email notifications (not ideal).  The same also occurs if the requester doesn’t not click reply all, the CC user on the ticket will not get any updates (not ideal). These 2 issues lead me to wanting to lean on the Shared Tickets feature. If the requester adds a shared user to a ticket then they should be updated on all activity that the original requester gets updated on.  This should also apply to any public comments that either the original requester or the shared user add to the ticket. Both parties should always get any updates in relation to the ticket.  This is my feature request. The original requester and shared ticket user should get all the following notifications via email.Ticket Approved or Rejected Requested Item Stage Change Agent closes the Ticket Agent solves the Ticket New ticket shared Note added to Ticket New ticket created

9
Medic1334
Top Contributor ⭐
1 year ago
Apprentice
vanalshApprentice

Shade 'Due Date' Calendar according to Business Hours/HolidaysClosed

It would be helpful if the Due Date calendar could be shaded to gray out the non-business days based on the business hours and holidays applied to the ticket.  This in alignment with this idea as well Align the resolution due date picker with the business hours | Freshworks Community would really help support and enforce SLAs configured based on business hours for all teams in the helpdesk. 

0
Apprentice
1 year ago
Top Contributor ⭐
RobCrossTop Contributor ⭐

Company Details Visible on a ticketFuture Consideration

Please make details saved against a company record visible to Agents on the ticket screen.This should ideally be configurable by the administrator to allow us to personalise what’s visible.Similarly, tickets raised by the company, rather than just the user would helpt - the use case for that being that 3 people from the same company report the same issue - agents would be able to see that we’ve got duplicates, and collaborate

1
Top Contributor ⭐
1 year ago
Apprentice
ktateApprentice

Mobile App - Dark ModeDelivered

The Dark Ages have returned!Mobile phone native apps and 3rd party apps are all going darkmode.The Fresh Service mobile app NEEDS this.Please configure a toggle for users to activate the dark mode on the mobile app.

2
Fabio BIBI Baroncini
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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