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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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brian82
brian82

Snapchat Video DownloaderSubmitted

Surprisingly stable app with clean navigation.The premium options actually add value instead of feeling unnecessary.Here’s what I used: Read More.

2
Hassu22333
1 month ago
Gene Schafer
Apprentice
Gene SchaferApprentice

Remove the Request Description from the ticket agent viewSubmitted

The request description is very useful for a user submitting a ticket, but it can take up lots of space on the actual ticket agent view.  (Oddly, this is collapsed by default for the end user, who needs it, and expanded for the agent after submission, who doesn’t.) We would like the ability to remove the request type description for the agent ticket view once submitted, or at least have that collapsed so it’s not viewable by default.  We’ve heard this request from several agents.

0
Gene Schafer
Apprentice
1 month ago
Apprentice
pilizApprentice

Ticket with smal scrollSubmitted

 We are experiencing an issue with our Freshdesk instance where the tickets are displayed. For the past two weeks, the page view has been shrinking; a scrollbar appears, meaning we can sometimes only see 1 or 3 tickets at a time, requiring us to scroll within the page itself. After reloading the page a few times, it displays correctly and shows all the tickets. However, the next time we access it, the view shrinks and the scrollbar reappears.We use both Macs and PCs running Google Chrome.We have restarted both computer, chrome and cleared cashe.Please see the attached image showing how it looks on our end.What to do to solve this issue?  

1
Daniel Söderlund
1 month ago
Apprentice
Vicki RothApprentice

Be able to filter by the date the ticket was assigned to an agent/ reassignment date.Submitted

I need to be able to filter when a ticket was assigned to an agent. This is not always the same day the ticket was created. Or it is when a ticket was transferred to a different agent.During transfer tickets, it appears that the current agent is behind on tickets but the true date is they may have just received it into their queue.

0
Apprentice
1 month ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Allow Requester groups to use custom user fields as criteriaSubmitted

Pretty straightforward product shortfall here I think. The current requester group automatic membership is limited to the criteria below which are all default fields:Department Job Title Location Language Time Zone Reporting Manager Email Domain VIP UserWe have custom fields for people who are employed externally being synced from our HRIS system and I’d like to exclude those users from being able to do certain things like being able to request hardware from us, etc.  Looks like I’ll have to create a custom script to do this that’ll run daily, but obviously having this built natively would be that much better.

4
Medic1334
Top Contributor ⭐
1 month ago
benstok65
benstok65

Drive-Thru Coffee Lovers: Check Out 7 Brew’s Updated MenuClosed

I recently discovered the 7 Brew menu—packed with creative drinks and conveniently served via drive-thru. Whether you're craving a creamy latte, fruity lemonade, or even seasonal specials, this menu has something for every vibe. The nutritional details and pricing are clearly listed, so no surprises at the window. For anyone constantly on the go and in need of a solid caffeine fix, this site is a gem!

2
kelvinkelvin
1 month ago
Apprentice
DaveJApprentice

Ability to change requester on journey child activities ticketsSubmitted

Some context:Journeys in our company are initiated by HR. After they fill in the basic info a form is send to the new employees leading hand with questions and service items that can be selected/ordered.Out of that form comes a service request with all info and items. The requester for that service request is HR (as initiator) while the leading hand is the one that actually needs to know if the equipment is ready.It would be nice if you could configuer the requester on the child activity ticket the same way you can when creating a ticket activity. Using the normal create ticket is not feasible since IT needs info that has to be filled in in the service items and with normal create ticket you need to prefill those values.

1
jheinze
1 month ago
Beadablebliss
Apprentice
BeadableblissApprentice

Clear Large Diamond Topped Beadable Pens with Pink Bowtie Prints, Silver and Rose Gold, Random MixSubmitted

Elegant & Sparkling DesignAdd a glamorous touch to your creative projects with these Clear Large Diamond Topped Beadable Pens. Each pen features a sparkling diamond-style topper and charming pink bowtie prints for a cute, fashionable look. Available in silver and rose gold, these pens offer a beautiful mix of elegance and playful style.Perfect for DIY CreationsDesigned for beadable pen lovers, these pens are perfect for customizing with your favorite beads, charms, and accessories. The clear body creates a clean, stylish appearance while allowing your added decorations to stand out.Random MixThe silver and rose gold colors are supplied in a random mix, making every order a fun surprise. Perfect for gifting, crafting, stationery collections, and handmade pen projects.

0
Beadablebliss
Apprentice
1 month ago
Saif6362
Apprentice
Saif6362Apprentice

Native Client-Side Calculator Integration for Support PortalsSubmitted

Hi Freshworks Team and Community,I am currently developing custom integrations for self-service customer support portals to help reduce overall incoming agent ticket volume. A feature we desperately need natively inside Freshdesk/Freshservice portals is a low-latency, client-side calculator widget builder. To test how a tool like this impacts user interaction and reduces ticket deflection, I built a standalone, responsive calculator engine using vanilla JavaScript data arrays. It handles complex, multi-variable logic loops directly in the client's browser (calculating dynamic price variations and nutritional tracking points simultaneously depending on size parameters).You can interact with the live layout configuration and check out the responsive UI performance model here:Live Development Proof of Concept: https://swigdrinksmenu.comHaving an identical native widget block available inside our portal layout customizer would allow teams to build instant quote calculators, shipping estimate fields, or data sheets directly into their knowledge base paths without relying on heavy third-party plugins or external API calls.Is anyone else currently utilizing custom JS blocks to achieve this layout inside their customer service portals, or are there any roadmap updates for native dynamic calculators? 

7
1 month ago
Rkwaqas
Apprentice
RkwaqasApprentice

How to Enhance Customer Experience by Using Age-Based Personalization in Freshworks?Closed

In today’s customer-first era, personalization has become one of the most powerful tools to build stronger relationships with users. One interesting way to achieve this is by leveraging age-based personalization inside Freshworks products. For example, when customer date of birth is stored in Freshdesk or Freshsales, it can be used to: Send birthday greetings automatically. Provide special discounts for students, young professionals, or senior citizens. Segment customers into age groups for more targeted campaigns. Improve customer engagement by offering relevant content based on life stage.  This simple yet effective approach can create a more human connection and improve customer loyalty. 🔹 Discussion Point: Has anyone here implemented age-based personalization in Freshworks? What methods or automations did you use to calculate age from date of birth? Do you think this strategy really impacts customer satisfaction in your industry?  I’d love to hear your experiences and ideas on making personalization more impactfulthrough age-based data!

2
1 month ago
Apprentice
jasondickieApprentice

New Field Type - MoneySubmitted

It would be nice to have a field type to allow someone to enter a dollar (or other currency) amount. This would be different than a decimal field since it would be limited to a maximum of two numbers after the decimal, and after typing in the field, it could display as a number with commas. For example, the requester could type 1200000.56 and it would display $1,200,000.56.There would need to be a setting to change which symbol is used ($, €, etc). This would be useful for estimating budgets, reporting investments, and more. I’ve had multiple teams express dissapointment that they can’t put dollar amounts in for the service request.

0
Apprentice
1 month ago
Community Debut
jross07Community Debut

Requester Ticket View ImprovementsFuture Consideration

The requesters view of tickets is severely lacking any sorting or filtering functionality outside of the tickets status (open vs Closed) and creation time. Since there is a significantly more robust sorting and filtering functionality for agents it seems that this is an oversight. Specific items that I believe should be considered are:the ability to sort/filter based on the full range of statuses  search/filter by subject possibly category or tags or something similar.   

7
Wasdom Kung
1 month ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Expand approval cancellation to ChangesFuture Consideration

We’ve added a custom status to our changes called Cancelled. This is typically used when a change is proposed but there’s enough concerns raised during CAB that the ticket is cancelled altogether and will be brought back to CAB at a later time. If there are approvals pending, a super admin must cancel the approvals. To mitigate CAB members getting pummeled with approval requests, we currently run a scheduled automator that checks for an approval status of requested and change status = cancelled, then raises a ticket via API for our admin team to manually cancel the approvals. In looking at the API documentation, it appears that approvals can be cancelled on tickets, but this same functionality doesnt exist for changes. Adding this functionality would allow users to be able to automatically cancel approvals (cant be event based since an approval flow would be “stuck” waiting for a decision).

10
Daniel Söderlund
1 month ago
UniSC Systems
Apprentice
UniSC SystemsApprentice

Bring Contract customization to parity with Assets (columns, fields, layout, reporting)Submitted

Contracts and Assets appear to run on the same module, yet Contract customization is noticeably shallower. We can create custom Contract Types and add custom fields, but the tooling around those fields hasn't kept pace with Assets.Key gaps:Fixed list view columns. The Contracts list won't let us add, remove, or reorder columns, and custom fields can't be surfaced as columns at all. Asset views already do this. No filtering/sorting on custom fields. Because those fields can't reach the list view, we can't filter, sort, or build saved views on them, all standard on Assets. Basic field types. Contract dropdowns can't pull from data sources, so we maintain static values by hand. The Asset/ticket field types (incl. data-source dropdowns) should apply here too. Flat form layout. Asset Types support tiers and grouped sections; Contract forms are flat and get unwieldy fast. Weaker reporting/automation. Contract custom fields aren't readily available in reports or workflows the way Asset fields are.The ask: bring Contracts to parity with Assets, customizable columns (including custom fields), filtering/sorting/saved views, richer field types with data-source support, sectioned layouts, and full reporting + automation. Since it's the same module, this should extend existing functionality rather than build something new. Right now we either can't capture contract detail usably, or capture it and then can't view, filter, report, or automate against it — which pushes us back to spreadsheets.

0
UniSC Systems
Apprentice
1 month ago
David Hinman
Apprentice
David HinmanApprentice

Display in “My Approvals” in the support portal ONLY the approval requests that were not already approved or were not cancelledSubmitted

Is it possible for Freshservice to display in “My Approvals” in the support portal ONLY the approval requests that were not already approved or were not cancelled? Is that possible?  

0
David Hinman
Apprentice
1 month ago
Keats
Apprentice
KeatsApprentice

User Asset ViewUnder Review

We would like the user to be able to view their assigned assets via the support portal. We often get asked by managers and employees what assets they have on record.  

23
Daniel Söderlund
1 month ago
Skilled Expert
Cara

Services - Linked ArticlesSubmitted

There should be a separate menu item on the left hand side to list the articles that are linked to a Service. This would make it easier when a Service is decommissioned or removed from the system to find what articles need to be reviewed or also removed from the system.  Otherwise, this part of the process gets missed and if you remove a Service from the system - it should ask if those articles are required to be reviewed or make them as needing to be reviewed in the Solution Article admin section. Alert the Managers of those articles that they need to be reviewed. 

1
Skilled Expert
1 month ago
MrFazz
Apprentice
MrFazzApprentice

Sort/Filter on SolutionsFuture Consideration

When looking at this solution: Getting Started with Tickets I was looking for the newest articles to be published, but we do not have the ability to sort/filter. This would be handy when looking at what changes have been made recently but also looking at Solutions that you may have already read and understood but you can see there it has recently been updated so may be worth re-reading.

3
SanthoshBala18
1 month ago
esheldon
Apprentice
esheldonApprentice

Alphabetize Solution Folders/ArticlesClosed

Not sure why this isn’t available out of the gate, but please allow the ability to sort solution articles instead of it just being in order of when it was put into the folder.

10
SanthoshBala18
1 month ago
Apprentice
LonkFromATLApprentice

Ticket Filtering By Subject and ConversationSubmitted

Some basic 101 filtering options need to be added to ticketing adv filters… an ability to filter by words / text in the subject and text within the conversation (email body)… if I want to create filters for specific customers for tickets that always contain the same text - I dont have any way to do that. This is a basic fundamental filtering feature that needs to be added ASAP.

1
kpatterson
1 month ago
techtibco
Apprentice
techtibcoApprentice

Predefined response analysisSubmitted

I would like to be able to calculate the number of predefined answers my technicians use, but this is not possible via Analitycs After some research, I know it’s possible on Freshdesk. Can you do the same thing for Freshservice? 

1
kpatterson
1 month ago
Apprentice
rozekcApprentice

Draft TicketsSubmitted

I really wish we could save tickets as a draft before submitting them. It would help me be much more efficient in two situations:information gathering for ticket: sometimes I don’t have all of the information yet. I would like to be able to jot down what I know and add to it over time before submitting the complete picture of the problem.  a future ticket: I often think of requests that I will need to make in the future. I would like to draft out the ticket now and save it so I can just submit it quickly later. it would be nice if we could schedule it to release on a certain day. these are one-off tickets, so not something I would create a reoccurring scheduled ticket for with “Scheduler”

1
kpatterson
1 month ago
Apprentice
mblancoApprentice

Maximum frequency on scheduler ticketsSubmitted

Hello guys,I would like to know if it is possible to create recurring tickets every three years, or at least adjust the settings so that Freshservice allows this. We use SSO authentication via Microsoft Entra, and the certificates expire every three years; we need to set up an automated task for renewal every three years, but by default, Freshservice does not allow configuring a renewal period longer than two years. I know I can create it as a one-off, but that’s not the most useful approach. 

0
Apprentice
1 month ago
ASHill
Contributor
ASHillContributor

The ability to see Restricted Group Ticket Properties and/or Report on Restricted TicketsSubmitted

The ability to see Restricted Group Ticket Properties and/or Report on Restricted Tickets In our org, we have several restricted groups due to the sensitive data within specific tickets. These tickets become hidden entirely, where even sys admins cannot see that the tickets themselves exist, and if our Help Desk tries to assist a customer with a ticket assigned to a Restricted Group - they also cannot see that the ticket even exists. What we need for restricted tickets: The ability to see that the ticket exists with a ticket ID and a Group Assignment. Right now, if an agent searches for a Restricted ticket, they get 0 search results. If they try to click a link to go directly to the ticket, they are presented with an error that says they are not allowed to access the page. Agents at the very least, should be able to see that the ticket exists and which group it is assigned to. They do not need to see Ticket Details. This could be resolved with Role specific access, that only agents with "X Role" are able to see Restricted Group Ticket Properties. This role would apply to our Level 1 agents that assist callers with tickets across our entire org. The ability to report on restricted tickets. We do not need to see the data within these tickets, but at a basic level need to see:The ticket IDDate CreatedDate Resolved/ClosedGroup Assigned We need to be able to accurately report on the number of tickets we have at a high level. 

1
ealbrech
1 month ago
Apprentice
christian259Apprentice

Archived Custom FieldsSubmitted

Archiving Custom Fields should be a helpful way of retaining data in old tickets and service requests when updating the forms, though it is currently not as useful as it could be. The value of an archived field disappears in old, already submitted tickets and is only taken into account by the reporting and analytics of Freshservice as this post reports:I think it would be very helpful to still display these field values in the ticket to make it more helpful referencing old tickets.Another improvement to the current behavior would arguably be to “hide” the archived fields by moving them to a separate tab or the side of the form builder like shared fields. With every new archived field the form becomes more confusing and harder to maintain from an admins perspective.Is this an issue for anyone else? I’d like to hear what others think about this

0
Apprentice
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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