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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 ⭐

Use labels for Service Catalog item Custom FieldsUnder Review

Custom fields in Service Catalog Items currently only have a “Field Name” which is visible to the “Requester”.This makes no sense as the Field Name should be unique and NOT visible to the “Requester”.Instead there should be a field called “Label” which can be used multiple times with the same content and the “Field Name” which is a unique identifier for the workflow.For example:adding a dynamic section where each of the sections can have the SAME Label for fields 

13
Hubert.Panszczyk
1 month ago
Skilled Expert
Cara

Ability to hide the place request or change text on buttonFuture Consideration

You should be able to either hide the Place Request button (without using a script) and/or change the text in the button from Place Request to Submit or the like.

2
mateo9781
1 month ago
mbackwater42
Top Contributor ⭐
mbackwater42Top Contributor ⭐

Attach Teams chats to tickets as notesSubmitted

We would really love to see an option to post Teams chats to a ticket as notes, private or public. Often email communications through the tickets go unnoticed or unanswered, whereas Teams is pretty much always a guaranteed way to reach a requester, but unless an Agent copy/pastes or screen shots those chats and posts them to the ticket they will just have a vague summary from the Agent’s POV at best or go completely untracked at worst. We can r-click a chat to create a ticket, why not also be able to update a ticket by posting a note?

0
mbackwater42
Top Contributor ⭐
1 month ago
Apprentice
mheltonApprentice

Retain Child Ticket Functionality When Approvals Are Added to Service RequestsSubmitted

We use child tickets to assign and track work related to a service request without requiring the assigned team to own or manage the parent ticket. However, all of our service requests include approvals by default, and once an approval is added, the ability to create or link child tickets is removed.We would like the ability to retain child ticket functionality on service requests even when approvals have been added. This would allow teams to continue collaborating on fulfillment activities while maintaining the approval process on the parent request. According to Freshservice documentation:  

3
Apprentice
1 month ago
Apprentice
crispy218Apprentice

Shift Click for Selecting Multiple TicketsSubmitted

When switching from Freshdesk to Freshservice, we lost the ability to shift click to select multiple tickets in a row. It would be nice to get the same functionality that was in Freshdesk into Freshservice as selecting multiple tickets is a pain without that basic shortcut.

1
S Prakash
1 month ago
AlbertVisscher
Apprentice
AlbertVisscherApprentice

Surface Active System-Wide Incidents During Ticket SubmissionSubmitted

When there is an active system-wide incident or outage (e.g., Wi-Fi is unavailable), automatically notify requesters when they attempt to create a new ticket related to the affected service.Example:If the Wi-Fi service is currently experiencing a major outage, and a user attempts to raise a ticket for a Wi-Fi issue, the system should recognise the affected service and display a notification such as:Known Issue: Wi-Fi OutageWe’re aware of an issue currently affecting Wi-Fi services. Our team is actively investigating and working to restore service. You can follow the major incident for the latest updates.The requester should then have the option to view the active incident, receive updates, or continue submitting their ticket if their issue is unrelated.Expected benefit:Reduce duplicate tickets during major incidents Improve requester experience and transparency Deflect unnecessary support contacts Ensure users are directed to the latest incident updates rather than generic troubleshooting content Help service desk teams focus on resolving the underlying outage rather than duplicate requests

1
S Prakash
1 month ago
Apprentice
mheltonApprentice

Allow Excluding Specific Agent Accounts from the LeaderboardSubmitted

We have service accounts that perform actions on tickets through automated workflows. We would like the ability to exclude these service accounts from appearing on the Leaderboard, as their automated activity can skew performance metrics and rankings.

1
Gowtam Raju
1 month ago
Skilled Expert
Cara

Ticket List - View & Edit IconsSubmitted

It would be very beneficial for agents if the view and edit icons (within the tickets) was also in the ticket list. That way you could see which tickets were being viewed and edited by just looking at the queue and assisting other agents to not open tickets that are already being worked on.

3
Gowtam Raju
1 month ago
Apprentice
mheltonApprentice

Hide requester groups as an option when adding manual approversSubmitted

We do not have any use cases where requester groups should be added as approvers on a ticket. To reduce confusion and prevent mistakes, we would like the ability to hide or disable this option within the approver selection interface.  

1
Gowtam Raju
1 month ago
Apprentice
mheltonApprentice

Ability to hide observers when adding approval groupsSubmitted

We use Observer roles to allow agents to view, but not edit, tickets within specific queues. While this approach works as intended for ticket access, it creates an issue when an agent group is manually added as an approver on a ticket. In these cases, users assigned the Observer role remain view only users, yet they still appear as eligible approvers for the group and can be selected to receive approval requests. This results in users who should only have read-only access being included in the approval process. We would like the ability to only show group members not observers when adding approvers from an agent group to a ticket. 

1
Gowtam Raju
1 month ago
Apprentice
MontannaMApprentice

Read Receipts on all communicationsSubmitted

Having read receipts available for notes and threads would provide visibility over whether internal communication has been seen by the relevant agents.This would be particularly helpful when assigning tasks, providing updates or requesting action within a ticket. Currently, there is no way to know whether a note or thread has been seen, which can make it difficult to determine whether communication has been missed or simply hasn’t been actioned yet.Read receipts would improve accountability, reduce the need for follow-up messages and help ensure important information or requests aren’t overlooked.

0
Apprentice
1 month ago
crowbotham
Apprentice
crowbothamApprentice

Copy and Paste from Google SheetSubmitted

We are starting to have some service requests that leverage copying from large Google Sheets into the ticket. We noticed that when you copy and paste from Google Sheet, formatting is not preserved.It would be great if the editor could be updated to include being able to preserve table formatting when you copy and paste.Thank you for this consideration.

0
crowbotham
Apprentice
1 month ago
Contributor
bculpepperContributor

Include AND & OR options in conditional logic for JourneysSubmitted

When adding Conditions to a Create Ticket Activity in custom Journeys, it would be amazing if we could select an OR / AND toggle/option. For example, if I only want an Application Access ticket to be created for my Help Desk but only if my Initiator selected Adobe Acrobat OR OneSpan OR Adobe Creative Cloud, etc.  The way the Conditions is currently set up reads as if every selection made must be included in order for the condition to be met.

1
1 month ago
Apprentice
ryanadkinsApprentice

Add Basic Workflow Automations to Execution LogsSubmitted

Can you please add basic Event Based Workflows to the Execution Logs viewer.It is critical to see if/when my workflows are being triggered in a single place instead of having to open individual tickets to see if the workflow was triggered.

0
Apprentice
1 month ago
Apprentice
tbeerApprentice

Allow Users to Manually Define Where To Collapse Each Reply MessageSubmitted

Freshservice should allow agents to manually mark a specific line within a ticket reply / message as the point from which the remaining content is to be collapsed behind an Expand option.A small control could be displayed next to each line or paragraph, displayed on hover. Clicking it defines a manual collapse point with all message content below that point then hidden by default whenever the message is viewed.Use caseLong email conversations often contain deeply nested reply histories, signatures, disclaimers, and repeated quoted content. This can result in extremely long ticket views, even individual messages where the relevant response occupies only a tiny part of the overall content.On the one hand, Freshservice does not do a reliable job to detect and collapse these previous replies correctly. On the other, requesters spam ticket systems with long-winded signatures and disclaimers that likewise distract from the ticket as such. As a result, agents often must repeatedly scroll through an incredibly lengthy message history to identify reply details.Proposed solutionAllow agents to:Set a manual collapse pointer at any line within a ticket message Collapse everything below that point by default Expand the hidden content when needed Remove or reposition the pointer if it was set incorrectly Persist the pointer at the message for all agents so the same content remains collapsed in future displaysThis would provide a practical fallback whenever automatic reply-history detection does not work reliably and would significantly improve the readability of long ticket conversations.

2
Gowtam Raju
1 month ago
Contributor
fabian.arltContributor

Journey information visibility should follow ticket permissionsUnder Review

Currently, agents need permission to access the Journey itself in order to see Journey information referenced on a ticket.I think visibility should instead be based on the agent’s permission to view the ticket. If an agent has access to a ticket, they should also be able to see the Journey information associated with that ticket, without requiring separate access to the Journey or its primary workspace.View of business agent that has access to the journey ticket and access to the journey in the primary workspace:View of business agent that only has access to the journey ticket (but not access to the journey in the primary workspace):A typical use case:A Journey request is managed within the IT workspace or by a specific group. As part of the Journey, individual task tickets are created and assigned to other groups or workspaces.Agents in those groups have access to their assigned tickets, but they may not have access to the original Journey in the IT workspace. As a result, they cannot see the Journey information shown on their tickets, even though that information is relevant to completing their tasks.The same issue applies to files attached to Journey tickets: an agent may have permission to work on the ticket but still be unable to access the associated files because they do not have permission to access the Journey itself.Suggested behavior:If an agent has permission to view a ticket, they should also be able to view the Journey information and access files made available through that ticket. Access to the complete Journey itself could remain controlled by the existing Journey/workspace permissions.This would make cross-workspace and cross-group Journeys much easier to use while still keeping access to the full Journey appropriately restricted.

2
Contributor
1 month ago
cphilps
Apprentice
cphilpsApprentice

Task Search Results Are Inconsistent and Unreliable in FreshserviceSubmitted

Problem:Freshservice's global search appears to have broken or inconsistent behavior when it comes to Tasks.Searching the literal word "task" does return results, but only a few tasks at time, seemingly at random. These tasks aren't assigned to the searching agent, aren't the most recent or numerically closest matches, and don't even contain the word "task" anywhere in their title or content. There's no discernible logic tying them to the search term. Searching for "TSK" (the actual prefix used for task IDs, e.g. #TSK-1234) returns zero results, despite this being the format tasks are literally labeled with throughout the platform.This makes task search difficult to rely on. Agents can't consistently search by task ID format, by keyword, or by any other identifiable trait, and the few results that do appear for "task" don't seem clearly connected to the search term.Proposed Solution:Audit and fix the search indexing logic for Tasks so that:Searching a task's ID (e.g., "TSK-1234" or "TSK") reliably returns that task. Searching keywords contained in the task title/description returns relevant matches. Search results are ordered/filtered using the same relevance logic applied to other searchable objects (tickets, etc.).Impact:Agents currently have limited ability to locate tasks through search. The few unrelated results returned for "task" searches suggest a deeper indexing or query-matching bug, not just a missing feature. Fixing this brings task search in line with the reliability already expected from ticket/asset/agent search.

1
S Prakash
1 month ago
Apprentice
LonkFromATLApprentice

Re-Arranging Starred ViewsSubmitted

I’d like to see an ability to re-arrange and dock your starred views (ticketing / change tickets, etc) and move them around in any order you feel is best… to be able to click, drag and move them to the order we want them to… right now you can’t move them around as they are. I believe SNOW and N1 have this ability. Would be a nice thing to have. 

1
S Prakash
1 month ago
Apprentice
Jeff_

Outgoing Email Blacklist neededSubmitted

We would like one single list of Contacts/emails we can maintain that will prevent outgoing emails of any and all types from being sent.Currently, I have created several custom Automated Workflows that first check against a Contact List I have with no_reply and other vendor email addresses we don’t want to send mail to.  This prevents email loops between ours and vendor ticketing systems, sending to unmonitored mailboxes, etc.It would be much simpler to have one central option to just block ALL outgoing emails from such a list, rather than having to create so many custom workflows for every email situation that comes up.

2
S Prakash
1 month ago
Pao
Contributor
PaoContributor

Have different email templates for reply and forwardSubmitted

It would be great to have different email templates for reply and forward in tickets. Right now one template is shared for both reply and forward. The template is called SYSTEM Agent Reply Template. The name doesn’t reveal that the same template is used for forwarding tickets as well.Those are very different things and we should be able have different subjects depending on what we do in the ticket. That’s what I think anyway :)

2
S Prakash
1 month ago
eeha0120
Top Contributor ⭐
eeha0120Top Contributor ⭐

Analytics: Ability to clone entire page (with all widgets)Under Review

Hi team. Wouldn’t it be amazing if you could clone an entire Page in Analytics with all the widgets within?Currently, you need to create a new page, go back to the original page, and clone widgets one by one to the newly created page. It is time consuming, when you have several widgets on a Page for real Analytics. We work with hundreds of KPIs and, have several reports (due to the limit of 10 pages per report), with several widgets per page, and this has taken longer than expected to get them properly set. Hope someone else misses the same. Sincerely,Elvis.

15
sahilvermae
1 month ago
Skilled Expert
MPrescherSkilled Expert

Let requester sort their tickets by department the ticket was sent toSubmitted

Hi all,One of our users (requester) asked me whether it would be possible to sort their ticket list on the support portal by the department (Workspace) the ticket is assigned to.I think this would be a useful addition as we recently started getting more Departments involved in the ticket system and the requesters ticket view is quite cluttered with requests to all departments.

1
S Prakash
1 month ago
Skilled Expert
Cara

Custom Objects - Re-order Object FieldsSubmitted

You should be able to re-order the Object Fields when you enter them in. If you want them to appear in a different order, you currently have to delete the fields and then re-add them. Instead of just being able to move them up or down.

1
S Prakash
1 month ago
Apprentice
haleigh8Apprentice

Freshdesk New Phone Format is Ineffective with Phone ExtensionsSubmitted

Freshdesk is forcing all contacts to have consistent phone formatting - great in theory, but in practice, it makes the phone numbers extremely difficult to parse, and there’s no way to separate phone extensions. For example, a phone number could be 1-234-567-8901 ext 234, but Freshdesk forces it to look like +12345678901234, which makes it impossible to know how many of those numbers are the extension that should be typed in later into the call. I’ve seen extension numbers between 3-5 digits long. The article states that the + symbol is allowed, but it seems to only be allowed at the beginning of the number, so it can’t be used as a separator.  Please add the ability to add an “x” or some other symbol to separate extensions, and ideally the - symbol to make the number easier to read out. 

9
1 month ago
cphilps
Apprentice
cphilpsApprentice

Dynamic Agent Assignment in Ticket Templates (or Per-Agent Template Visibility)Submitted

Problem:Our agents rely heavily on ticket templates, but our current workaround for auto-assigning a ticket to a specific agent requires creating a duplicate template per agent. This means the same base template gets cloned repeatedly, just to swap out the assignee.As our agent count grows, this is significantly cluttering the template dropdown. Agents have to scroll through a long list of near-identical templates just to find the right one, which slows down ticket creation and increases the chance of selecting the wrong template.Proposed Solution (Option 1): Dynamic "Assigned Agent" VariableAllow templates to support a variable (for example, {{current_user}} or {{template_user}}) in the assignment field that automatically populates with the name of the agent currently applying the template. This would let us maintain a single shared template instead of one copy per agent.Proposed Solution (Option 2): Per-Agent Template Visibility/OwnershipIf dynamic variables aren't feasible, an alternative would be allowing agents to save personal templates that are only visible/associated to that specific agent. This would let each agent maintain their own shortcuts without adding clutter to the shared/global template list for everyone else.Impact:-Cleaner, shorter template dropdown lists for all agents-Less administrative overhead maintaining duplicate templates-Faster, more accurate template selection during ticket creation-Scales better as team size grows

1
S Prakash
1 month 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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