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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
Daniel Söderlund
Top Contributor ⭐
Daniel SöderlundTop Contributor ⭐

Filter ticket activitiesFuture Consideration

Hello, I’m looking for a way to filter activities in tickets when I troubleshoot a workflow. Some our customer have large amount workflows that run on tickets, soms workflows have a Wait node so it’s hard to follow the workflow you need to troubleshoot. Som actions are executed from the parent ticket. So tickets get flooded with updates.  Example what to filter on:Specific workflow Agent Action used Changed field  Source Agent/API/parent ticket 

3
Medic1334
1 year ago
Nualink
Apprentice
NualinkApprentice

Freshdesk + Co-browsing = Support agents' superpowerClosed

We're developing Nualink, a SaaS that seamlessly integrates with Freshdesk to transform your customer support experience: Navigate with customers in real-time directly in their browser Record and store support sessions for future reference Analyze replays to identify patterns and prevent recurring issues Access session recordings anytime for asynchronous problem-solving No coding required - it works right out of the box with your Freshdesk setup.We're currently in beta and looking for early adopters who want to shape the future of customer support. As one of our first users, you'll get: Free access to all premium features Direct line to our development team Opportunity to influence product development Priority support and implementation assistance Want to be among the first to revolutionize your customer support experience? Join our beta program and help us build the perfect co-browsing solution for Freshdesk users.PS: Early access spots are filling up quickly. Don't miss your chance to shape the future of customer support!

0
Nualink
Apprentice
1 year ago
Apprentice
cursor_teamApprentice

Customize when tickets are archivedFuture Consideration

Currently, Freshdesk will archive closed tickets which have been inactive for 120 days. It would help to be able to customize the number of days after which an inactive ticket will be archived.

0
Apprentice
1 year ago
Top Contributor ⭐
HaiiloChristianTop Contributor ⭐

Kandji Asset SyncFuture Consideration

Similar to Intune and Jamf, Kandji is a very popular option for Mac management but there is no integration - currently we are using the Freshservice discovery agent as a workaround which is good, but since the same data already exists in Kandji it would be preferential to sync it in near real time. We would also benefit from quick actions like with intune (e.g. wipe / unlock) 

0
Top Contributor ⭐
1 year ago
Skilled Expert
MDaviesSkilled Expert

The 'State' field on Assets Should Be Easier To Edit On Individual AssetsClosed

I believe there may be room for improvement regarding the ‘State’ field when managing individual Assets within your Asset Inventory.Currently, the ‘State’ field is not a Default Field, and so it is not visible on the right-hand side for making quick adjustments to individual Assets:This means that you must hit ‘Edit’ on the Asset, scroll down and find the ‘State’ field (where its position may be wildly different per Asset type:I can tell you, based on a colleague’s experience, that doing this repeatedly in your day-to-day role will become very tedious very quickly in larger organisations.The common scenarios where you might be coming in to manually adjust this field on Assets:Comissioning, rebuilding, repurposing or decomissioning physical or virtual servers Individual Laptop or Desktop stock adjustments/rebuilds Individually assigned pieces of equipment like Monitors, Mice, Keyboards, Docking stations...you name itI believe placing the ‘State’ field in the right-hand pane would make sense as it is likely to be, like the ‘Location’ or ‘Used By’ fields, a commonly adjusted field.Also, I think it would make sense if you could at least adjust the labels of individual State choices......allowing you to repurpose existing choices or correct spelling mistakes (which inevitably will happen).Alternatively, State choices should have a toggle button next to them and/or be deletable.

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

API Access to Status PageFuture Consideration

The status pages are great, but I think a huge improvement would be to make the statuses accessible via the API. I’d like to programmatically be able to change the status of the service given the actual status of the service without having to have to change it while we are experiencing a problem - any manual task (like changing the status of a service) while we are experiencing an outage/issue is detrimental to the team making the change.

6
Anusha
1 year ago
Karel_Vlček
Top Contributor ⭐
Karel_VlčekTop Contributor ⭐

Make ALL searches ignore diacriticsClosed

Make life easier for agents and make ALL searches ignore diacritics.Especially searches in the “Assigned to” fields, which are able to search for the agent and agent group, are diacritics sensitive, which drives me crazy. Assigned to agent and agent group search figure 1.Assigned to agent and agent group search figure 2: No Bošek found :( 

0
Karel_Vlček
Top Contributor ⭐
1 year ago
Apprentice
lmayApprentice

Move the Custom Object Delete ButtonFuture Consideration

When editing individual custom object entries, to remove an entry the delete button is in the upper left. However, the delete icon to delete the entire custom object list is also on the page, in the upper right. This makes it too easy to delete the entire custom object list, not just the line item. Since there is no way to undelete or recover a deleted custom object (that I am aware of) without employing the entire sandbox, can the delete icon for the entire list be moved up a level, to the list of all the custom objects? Here:  

5
1 year ago
Skilled Expert
djb_83Skilled Expert

Azure Cloud Discovery Improvement - Import TagsClosed

The Azure Cloud Discovery app plugin (created by Freshworks)https://www.freshworks.com/apps/azure_cloud_discovery/I feel would benefit from pulling tags into the asset database.I appreciate these are custom, and therefore may be difficult to replicate, as regular Freshservice tags don’t apply to assets (so perhaps that’s part of the issue), but would be very useful data for triggers, reporting etc.

0
Skilled Expert
1 year ago
danwrite
Contributor
danwriteContributor

Update Customer Survey ResultClosed

We have a scenario where we had negative feedback from a customer.  We reached out to resolve the issue to the customers satisfaction, and they are now interested in changing the result.  I think this would be a useful feature to add.  Why should a situation that was resolved to satisfaction still have an overall negative impact on the organizations score?This would be a useful feature.

5
1 year ago
Contributor
JasonMContributor

Ability to hide task fields in business rulesFuture Consideration

We want to be able to hide default task fields using business rules.

1
Skilled Expert
1 year ago
Apprentice
TheoEXLApprentice

Color coding Ticket Fields/othersFuture Consideration

All ticketing team have worked with classic mailbox before moving to freshdesk. Each team using their own method to tag the requests. For my team, we were using color coding which was a super powerful tool to know what we had to do with only one look. This is a featur that, I think, would be really interesting to add into Freshdesk.In Fresdesk, color coding is not possible. Being able to add color related to ticket fields would allow us to have a way to easily see global information in the global ticket view.Good day,Théo Vuillermot

0
Apprentice
1 year ago
Apprentice
MikevEApprentice

Multiselect Dropdown for CustomerFieldsFuture Consideration

We would like to use a multiselect drop down for the customers.We want to be able to select multiple values inside of 1 unit, being the multiselect dropdown, to display the type of subscriptions our customer has.For instance: We have 5 options, product a - e. Customer has product b, d and e. We can select those three, and leave the other two out. This same concept exists already for custom objects, but we would also like to use this inside of the customer fields. 

0
Apprentice
1 year ago
LucasHansson
Skilled Expert
LucasHanssonSkilled Expert

Include lookup IDs when extracting custom object list using APIClosed

Hello, So currently it seems the only way to include the lookup id’s of a record in a custom object is to manually export it and click the “include lookup ids”.  This is a feature that would be great to include within the API extracts too.

0
LucasHansson
Skilled Expert
1 year ago
SIT
Contributor
SITContributor

Contracts allowing more than 1 software applicationUnder Review

We absolutely need the ability to add multiple items of software to a Contract - eg Adobe products, Microsoft products etc. I’m not creating multiple contracts for each software application, because we have enterprise licenses for whole packages. There have been so many requests for this, but no response. C’mon let’s be having it!

10
bobrahai
1 year ago
Jeremy PLE
Apprentice
Jeremy PLEApprentice

resize columns in the knowledge baseFuture Consideration

Have the ability to resize columns in the knowledge base (just like in the standard ticket views).It's quite annoying to have to open the procedure every time just to see the full title.

0
Jeremy PLE
Apprentice
1 year ago
Apprentice
bstetsonApprentice

Departments - filter out current users from searchFuture Consideration

When in Settings - Departments, If I choose a Department and Add Members, I can search based on user email which is very helpful, but it would really beneficial if the search results only included results who are not already in the department. This way going through and manually adding a bunch of users one by one based on an email address would be possible.

0
Apprentice
1 year ago
jasmina
Apprentice
jasminaApprentice

New Automation RuleClosed

Hi all, Since company members have different roles, some roles require confidential conversations.  It would be nice to have the automation rule which helps you hide specific tickets from other company member. The scenario would be like this:- Create a field “Ticket visibility”- Create New Rule and configure it:Condition: IF “Ticket Visibility” is “Private” Action: Remove requester’s company association from the ticket.   If someone knows another solution to this scenario, I would appreciate it if you could share with me.Thank you!

0
jasmina
Apprentice
1 year ago
Apprentice
TheoEXLApprentice

Improvement ideai - Delete not useful incoming mails inside ticketsClosed

Little idea from my team and I:As all of us work with lot of stakeholders, it happens that we receive mail that are not useful inside tickets.We think that those mail are cluttering the ticket clear view and avoid us getting the important information as quickly as we could. To avoid this it would be great to have the delete option not only on the private notes but also on the classic mails. This may be linked to new permission to avoid any mistake.Feel free to discuss this idea !Good day,Théo

0
Apprentice
1 year ago
Contributor
JasonMContributor

Access to predecessor tickets functionality outside of onboarding and offboardingClosed

We want the ability to create a parent ticket and configure predecessor child tickets, similar to task dependencies

0
Contributor
1 year ago
Letti
Apprentice
LettiApprentice

Show which actions was triggered/conditions were met in a workflow in the activity log of a ticketFuture Consideration

Sometimes workflows produce undesired results or interfere with each other. In the activity log of a ticket, we can see which workflow has performed an action, but not exactly which action was taken or which condition was met. In large and complex workflows, the same condition or action can appear in multiple places. This would be very helpful when troubleshooting workflows.Example of a large workflow​​​​​    

0
Letti
Apprentice
1 year ago
Apprentice
ellietechApprentice

Transfer Service Items/Workflows across workspacesPlanned

Would love to be able to clone service items and automated workflows to transfer/recreate them to another Workspace. Is there any plan to allow this in the future? 

6
Letti
Apprentice
1 year ago
Contributor
FabriceVContributor

Service Catalogue List Order / WorkspacesFuture Consideration

Recently I have been adding new service categories under each of my new workspaces.  When viewing the additions via the Support Portal, I found that towards the bottom of my alphabetized category list the new additions were displaying in no discernible order that would be logical to the end user.  There seems to be no way of rectifying this using the usual method shown below because there is no page that shows all categories across workspaces for reordering:  I have inquired about this with Freshworks who advised that this is expected behaviour because Service Categories are grouped by workspace.  This is fine in theory so long as the end user has some sort of visual cue that tells them this, such as the below.  Without it, the list becomes jumbled and somewhat unprofessional in appearance: I would be happy with any of the following options:Add a Service Catalogue option at the Global Settings level specifically for reordering Service Category appearance for the end user (regardless of workspace). Provide a visual cue as above so end users know they are looking at grouped categories.  Note: Workspace names should only appear in the list if they have a Service Category set up.My preference would be to have the Global Settings option but either would ultimately work for me.  Interesting to know what others think or if anyone has a better solution. Thanks all.    

5
Letti
Apprentice
1 year ago
Letti
Apprentice
LettiApprentice

Possibility to start the week with monday in service itemsFuture Consideration

In many countries the week starts with Monday. For us we often choose the wrong date when a time picker shows Sunday as the first day of the week. Suggestion to ad a toggle on option for the week to start with Monday in the time settings.  

0
Letti
Apprentice
1 year ago
Apprentice
m.larrouyApprentice

Add Software in actif selectionClosed

Hi there, i’m in trouble.I’m looking for a solution to add in “new ticket” the user’s software to select.Why did “category” of the request is not dynamic ? There is any solution ? 

0
Apprentice
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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