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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

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caleb
Apprentice
calebApprentice

Time Zone selector for Change RequestsFuture Consideration

FreshService could better accommodate follow-the-sun teams by adding an explicit time zone selector for planning cross-functional efforts like changes, maintenance windows, and releases.   A simple drop-down that has Central Time (US & Canada), Eastern Time, etc would help us schedule tasks for colleagues in another region and eliminate users from making scheduling errors based on their locale.

0
caleb
Apprentice
1 year ago
Active Contributor
David ErnstActive Contributor

Ability to set report update intervalsUnder Review

The ability to be able to select certain custom reports to update at more frequent intervals, ideally allow the Admin to set an update interval as low as 15 minutes for a limited number of reports. The 4 hour update interval for Custom reports often creates issues providing information to staff that have deadlines for information contained in the reports.   

6
Amrit Mishra
1 year ago
Apprentice
GalexandApprentice

Ability to Edit Onboarding Ticket Details after it's submittedUnder Review

It would be helpful to have the ability to edit the details of the ticket if there is new or updated information. Perhaps the Date of Hire has changed. I would like the ability to modify fields as needed.

0
Apprentice
1 year ago
Apprentice
GalexandApprentice

Ability to Delete Onboarding RequestsClosed

Hello,Sometimes we are just testing the system. The ability to delete Onboarding requests would be helpful in keeping the system cleaned up.

0
Apprentice
1 year ago
Active Contributor
gdavid16Active Contributor

Merge / Dedup Vendors & SoftwareFuture Consideration

it would be great to be able to merge/dedup vendors and keep them merged as software is detectedfor instance. Adobe Inc. Adobe same goes for software if I wanted to treat all versions of a software as one Adobe Acrobat 2019 Adobe Acrobat 2020  etc 

2
1 year ago
elobato
Top Contributor ⭐
elobatoTop Contributor ⭐

Creating requester groups from AD groupsFuture Consideration

Hi Team!I have been looking around and I am not sure if it is possible to handle this case somehow, so I am interested in reading your comments. In the meantime, I am submitting this as an idea. We just want to be able to create and keep updated requester groups based on the members that belong to specific AD groups. We have different service items that we want to limit to just some requesters. We get out user information from AD, but the options we have for creating requester groups via rules are quite limited and would require that we create a custom field and fill in a new attribute in AD to make the assignment.To avoid this, it would be great to be able to say “Create a requester group X that has all members that are in the AD group X”. So if a user is added to AD group X it is automatically added to the requester group as well, same if it is removed of course.Please let me know your thoughts :)

0
elobato
Top Contributor ⭐
1 year ago
BryceK
Top Contributor ⭐
BryceKTop Contributor ⭐

Business Hours Role - Grant an agent access to manage business hoursClosed

FreshDeskCurrently, only account admins can manage business hours, with no way to delegate this to non-admin agents. I propose a Business Hours Role—allowing agents to update hours without full admin access while keeping sensitive settings restricted.Benefits:✔️ Efficiency – Reduces admin dependency for simple updates.✔️ Security – Limits access to only what’s needed.✔️ Scalability – Supports teams managing dynamic schedules.Would this be helpful for your team? Open to feedback!#Flexibility #AccessControl #Efficiency

2
BryceK
Top Contributor ⭐
1 year ago
BLaRue1443
Contributor
BLaRue1443Contributor

Fillable Canned Notes for Consistent Internal Ticket DocumentationFuture Consideration

Description:Freshdesk currently offers canned responses that allow agents to quickly add pre-written text or dynamic ticket information to notes or replies. However, this functionality doesn't ensure agents document specific, standardized information internally.This feature would enable Freshdesk admins to create fillable canned notes—forms with required fields such as dropdowns, checkboxes, or free text inputs—that agents must complete before submitting an internal note or reassigning a ticket.Important Distinction:This idea is specifically for internal canned notes, not to be confused with the existing customer-facing forms. These fillable notes would be a tool for agents to ensure all required information is consistently documented within the team before ticket completion or handoff.Use Case Scenario:For common ticket types, agents may need to document critical internal information, such as troubleshooting steps, ticket status details, or next actions. A fillable canned note would ensure consistency and accuracy in internal documentation, reduce the risk of missing information, and streamline workflows between agents.

2
BLaRue1443
Contributor
1 year ago
Apprentice
CesarAltamiranoApprentice

Ability to update offboarding requestClosed

Currently once an offboarding request is created the initiator no longer can update it.Can there be a way for the initiator to update the fields in the request, such as last working day? 

2
Apprentice
1 year ago
Skilled Expert
ejgerkenSkilled Expert

Post Incident Reporting - why only for MI ....Closed

While PIR surely is rather essential for MI cases, we have plenty P1 tickets that aren’t declared MI but would benefit very well from Post Incident Reporting also, however, unless you declare an incident a MI, you cannot use that PIR module.Would it not be an option to allow attaching a PIR to more than ‘just’ Major Incidents?(we do it at this time simply manually, using a word template and attaching it to a P1 or P2 where we want PIR available, but one would expect that if a tool CAN do it, i can also USE it WHERE I NEED IT instead of having to workaround it.

1
SubtitleEdit
1 year ago
LineKlar
Apprentice
LineKlarApprentice

Sub tags in call logsClosed

Would be nice if Fresh Caller had the same options for logging as Fresh Desk. In Fresh Desk I can create a Topic and sub-topics from there, in Fresh Caller I can only have a Topic and no sub-topics. The only way to work around this is to create a lot! of topics, which is a hassle for the agents. 

0
LineKlar
Apprentice
1 year ago
Apprentice
shairylApprentice

Custom Object Export in FreshdeskFuture Consideration

Hi There is already a way to create custom object records using an existing CSV file. What would be helpful if there was a way to export your current custom object records into an excel/csv file for custom analytics or just storage!

4
Amrit Mishra
1 year ago
Apprentice
Sven29Apprentice

View active timers in the menuFuture Consideration

Hello,When we work in IT support, we sometimes work on several subjects at the same time. Sometimes we forget to deactivate a timer and we don't necessarily pay attention. Freshservice doesn't make it easy to see which ticket has time tracking in progress. We either :choose to go through them all and see which one is active Start a new timer in another ticket to stop the previous oneIt would be nice to have a small notification in the Freshservice menu to be notified of an active timer, and to be able to stop it directly from that location too. 

0
Apprentice
1 year ago
BDCRob
Contributor
BDCRobContributor

Add Contacts/Customers to use an Alias when posting topics/comments on ForumsClosed

We have a segment of customers who are highly engaged with our product and actively participate in communications, providing valuable feedback and insights. However, some of these customers have expressed a desire to maintain their privacy when interacting with others in public forums. They prefer not to have their full name or identifiable information displayed to other users when posting or contributing to discussions.To accommodate their preferences and ensure their comfort while fostering their participation, it would be beneficial to introduce an alias feature. This feature would allow customers to choose a display name or pseudonym specifically for forum interactions, enabling them to share their thoughts and engage in discussions without revealing their personal identity.Such an option would encourage open communication and enhance user engagement while respecting individual privacy preferences. 

0
BDCRob
Contributor
1 year ago
broberg
Apprentice
brobergApprentice

Using Private Notes as filter in Ticket metricFuture Consideration

Add the ability to use “privat notes” as a filter for totalt tickets/solved tickets metric in Freshdesk AnalyticsIt’s available in Freshservice so should be easy to implement.

0
broberg
Apprentice
1 year ago
broberg
Apprentice
brobergApprentice

Reply to "threads" visible in ticket listingFuture Consideration

To get a better view of which tickets have had responses in the threads it is good to be able to see when a forwarded or internal discussion have had new responses so the agents don’t have to open every ticket to see if there has been any replies. (Much like the state “customer responded”)

0
broberg
Apprentice
1 year ago
Contributor
Nikki NobleContributor

Parent project / child projects - associating projects to other projectsFuture Consideration

It would be really beneficial if projects could be associated to other projects especially for large programmes or work that have many different teams and workstreams in play. The ability to link to problems, changes, tickets and assets is really useful, and I think adding projects to this list would really improve our project management process. 

0
Contributor
1 year ago
Apprentice
cwadeApprentice

FreshService Feature Request: Replies to Notes should include a link to the ticketClosed

Currently we can edit the Agent Notification when a note is added to a ticket which by default includes  a link to the originating ticket. However, the template does not apply to replies to that note.Thanks to the template, the ticket number is in the subject line by default but a link would be more convenient. It’s possible that if a reply takes too long or there are many pertinent notes the reply might reference it can be confusing. (For at least one of my agents!)

0
Apprentice
1 year ago
Skilled Expert
jennifer.dyerSkilled Expert

Unlink tickets (Parent/Child)Future Consideration

Ideally we need the ability to unlink parent/child tickets easily.  Example - Service Catalog bundle, parent ticket goes to IT Workspace and the child ticket goes to the Communications Workspace.  IT finishes their work, but Communications won’t finish theirs for a few days or longer.  IT is now stuck leaving their ticket open simply because the child ticket (that they have no control over) is still open.

2
Skilled Expert
1 year ago
Contributor
andy.clarkContributor

Linking Assets and SoftwareClosed

 I would like the ability to associate software and assets to a request.  I need to be able to produce reports for requests\tickets\problem\change\releases based on a specific asset\software or service.  There is a 'Service Catalog' but this is only a catalog of service requests rather than an a catalog of services, the closest seems to be 'Asset Types'.

2
1 year ago
Apprentice
AWCSDTApprentice

Allow us to use the NEW, OVERDUE, CUSTOMER REPLIED tagsFuture Consideration

It would be nice if we could use the NEW, OVERDUE, CUSTOMER REPLIED Tags in the automations and in the API.  What good are they if we can’t act upon them

0
Apprentice
1 year ago
giovanni
Apprentice
giovanniApprentice

Default answers dropdown fields + conditional fieldsFuture Consideration

Would be great to be able to set default answers to dropdown fields when creating a new ticked from the backend. Also, it would be great having the possibility to set some conditional fields, that appear or not depending on previous answers.

0
giovanni
Apprentice
1 year ago
Contributor
Nikki NobleContributor

Requester Location / office field to be standard field on ticketsFuture Consideration

It would be great if requester location was a standard field available on tickets, to then be able to easily report by location and have it automatically populated based on the requesters location, or manually updated if the requester location is blank  or incorrect. We currently have a custom field set up with a “locations” custom object for validation however it is not available as a metric or reporting attribute on Dashboards. As a business we have over 22 locations with different agents covering different offices. 

0
Contributor
1 year ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Alert automator notify agentFuture Consideration

We are bringing our alerting into FS and one of the QoL items I’ve put in is that when an alert status is marked “OK”, a note is injected to the ticket so that the Agent Assigned knows that the alert has been cleared when it was cleared on the associated incident. There is a Send email option in the action block, but there is no way to select “assigned agent” for the incident in the placeholders.Similarly, even though I am able to add a note via automator in the associated incident, there is no way to add an agent recipient such as assigned agent.This would be a great QoL item to have in lieu of having to use the API to collect the associated agent from the incident then using that as a placeholder (rather messy comparatively).

3
Medic1334
Top Contributor ⭐
1 year ago
Kaley White
Contributor
Kaley WhiteContributor

Median metric in analyticsDelivered

I’d like to analyze median response times instead of mean. 

4
Kaley White
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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