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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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Apprentice
ManfredApprentice

Filter out options for tickets on requester portalSubmitted

On the requester portal you can search tickets based on terms for instance, but sometimes users have a lot of tickets with pretty much the same description. An example are phishing tickets, because these are created by e-mail and always have a similar subject.It would be nice to have an option to search for terms, but then state you want to search for tickets that do not contain this term or terms. 

0
Apprentice
1 month ago
nihsaag
Contributor
nihsaagContributor

Add Built-In Calculator & Learning Tools for Better Training ExperienceSubmitted

Training becomes more effective when users can apply concepts instantly. Integrating simple learning tools like an interactive calculator (similar to https://ti84calculatoronline.org/) within Fresh works products could help users test formulas, metrics, or logic in real time. This would bridge the gap between training and real-world usage, improving understanding, confidence, and long-term adoption.

9
Lius_hernandez
1 month ago
fss23
Apprentice
fss23Apprentice

API Support for Free-Form WhatsApp Replies in Freshdesk OmniSubmitted

We would like to request API support for sending free-form text replies to WhatsApp conversations/tickets managed through Freshdesk Omni.Currently, Freshdesk Omni allows agents to send free-form WhatsApp replies from the interface, but there is no API endpoint available to send these same free-form messages programmatically.This limitation makes it difficult to automate WhatsApp conversations and integrate Freshdesk Omni with external systems and automation platforms such as n8n, Make, or custom applications.Our use case is to:- Receive events or data from external systems.- Process them through an automation workflow.- Send a free-form WhatsApp text reply to an existing conversation through the Freshdesk Omni API.- Keep the message and conversation fully managed within Freshdesk Omni.We are aware that WhatsApp has specific rules regarding free-form messages and the 24-hour customer service window. The requested functionality would still respect WhatsApp's messaging policies and would only be used when free-form replies are allowed.Ideally, Freshdesk Omni would provide an API endpoint similar to the existing conversation/message APIs, allowing an authorized application to send a text message to an existing WhatsApp conversation.This functionality would be extremely valuable for teams using Freshdesk Omni as their central WhatsApp communication platform while relying on automation and external systems.Thank you!

1
Facundo
1 month ago
Apprentice
EMalcherczykApprentice

Public Note via Hourly Triggers AutomationSubmitted

Currently we have a reminder go out after X amount of hours when the status is ‘Waiting for Customer input’. This will action “Send a Reply via email” adding a private note to the ticket at the time of triggering as well as send the customer an email.For Customer Auditing we have been asked to allow this to appear as a Public Note on the ticket, currently there is no option for this.The Idea is to allow Public Notes to be available as part of the Hourly Triggers Automation configuration.

0
Apprentice
1 month ago
mbackwater42
Top Contributor ⭐
mbackwater42Top Contributor ⭐

Move Software between WorkspacesSubmitted

We built a lot of our Software into the helpdesk when we only had an IT Workspace. We now have an HR Workspace and would like to move the software to that workspace without having to rebuild every entry, but the Workspace option is grayed out for even god-mode admins. 

2
mbackwater42
Top Contributor ⭐
2 months ago
Andrea DT23
Apprentice
Andrea DT23Apprentice

"All users" filter in dropdown data sourceSubmitted

Hello,would be amazing if the option “All Users” when creating a dropdown menù with a Data Source as value will have more filter.Right now there are only Department and Location but you can insert only one value.Having at least the “include any” or any other filter like email lookup ( looking for specific domain ) or specific profile information will be perfect.Thanks

1
j-bailey
2 months ago
Apprentice
ManfredApprentice

Possibility to add options in the filtering part of the requester portalSubmitted

When a requester goes to his/her list of tickets, there are not a lot of filtering options available. Only “All tickets”, “Open/Pending”, “Resolved or Closed”, “Shared with me”. In our environment lots of tickets are created with the same description. It would be nice if we could set up that these tickets are only shown in a specific, to be created, category (different from the ones available). 

0
Apprentice
2 months ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Solution Category - Add All to workspace selectionSubmitted

As I’m bringing in multiple business orgs to FreshService, I’ve created a solution article that is a sort of “how to” for our tenant with best practices, etc.  I cannot share this solution globally because each it requires a specific workspace (no option for All/Global), so I have to duplicate this article into each workspace to allow agents to have access to it.

1
Daniel Söderlund
2 months ago
Medic1334
Top Contributor ⭐
Medic1334Top Contributor ⭐

Ability to sync solutions from Sandbox to ProdSubmitted

Especially with building out workspaces in the sandbox, if teams are creating solution articles in there in advance, there is no ability to sync those solution articles out of that environment and into production. Little bit of a niche use case but thought I would add it here

0
Medic1334
Top Contributor ⭐
2 months ago
Apprentice
tnewbyApprentice

API ability to update requested items when there is an approval on the ticketSubmitted

We have a service catalog request that is utilizing a few fields that are hidden from the requestor to store data about the request, one of which was keeping track status of the backend automation processes required.  Basic flow the of request is data gathered from requestor > automated data validation with manual triage if required > business owner approval > automated completion of request with manual triage if required.  Up until the approval is added, the API can interact with the requested item on the ticket.  Once an approval is added, the API is no longer able to interact with the requested item unless the approval is removed from the ticket.  Business rules for forms can be used to bypass this via the UI, but i confirmed with support that the API is not able to utilize the business rules method to work around this.

0
Apprentice
2 months ago
Active Contributor
Paul123321Active Contributor

Turn Private notes public (and vice versa)Future Consideration

It would be great if we could turn private notes public.Currently we have to;create new notecopy private notepaste without backgroundcopy imagespaste imagespostdelete old note The ability to switch from private to public would be great. If this could be locked behind a certain role, it would also be perfect for training purposes.That way we can have a role without this ability and only the ability to create private notes and to make the teamleader to approve them and turn them to public quickly. Also the ability the other way round would be useful for logging. Requesters might receive and respond to a public note, that should be made private. If we delete the public note, there is no logging.

3
SanthoshBala18
2 months ago
aavivar
Apprentice
aavivarApprentice

Add a Canned Response when Editing a NoteClosed

When adding a private note to a ticket, we are able to include a canned response. However, when we edit an existing note, we no longer have the option to add a canned response. Being able to add a canned response to an existing note would be very helpful.

1
2 months ago
DanielRuff
Top Contributor ⭐
DanielRuffTop Contributor ⭐

Collaboration in teams - create a chat instead of a channelPlanned

I like the functionality to integrate teams and the upcoming features of adding the linked teams conversation to the ticket as well. So no information gets lost when agents decide to switch to teams instead of writing notes in the ticket.Though the functionaity to create or post to a channel is not enough. Following this thought you have an incident and a server is not working anymore. This affects multiple teams and could increase to any number of agent groups within the system so they all have to discuss and find the solution asap. There is no teams channel in microsoft teams that contains exactly these agents or agent groups.So my suggestion is to add the ability to create a text chat on top to the channel abilities so that I as the initiator of the chat can add whoever is needed from my microsoft teams organisation to help with the incident. This saves a lot of time cause I dont have to maintain a teams channel or add people to that channel.

13
smaxsIU23
2 months ago
Contributor
gwelstedContributor

Teams integration for Projects and ChangesClosed

Being able to associate a team or channel with a project or change would be an amazing way to leverage to collaboration built-in to teams in freshservice. 

1
smaxsIU23
2 months ago
Apprentice
kristinn.h.sveinssonApprentice

Users answering CSAT surveys - removing extra mouse clicksClosed

Our users are telling us that they are a bit frustrated of clicking to often when answering the CSAT.  They receive an email where they click how happy(or not) they are with the resolution of the ticket but then a webpage opens and they have to click Submit.  It should be enough to click the link in the email and if they want to submit a feedback then I would understand the meaning of this extra click.  People nowadays are always busy and we also want to find ways to make everybody‘s day a little bit more easier.  I would also think that we would get more feedback if this was easier.  Is this possible?   

1
gemmigemmer
2 months ago
Catkin
Apprentice
CatkinApprentice

Change Management – Default Change Type ConfigurationSubmitted

One of the major use cases we encountered was while configuring the entire Change Management workflow. Unfortunately, toward the end of the implementation, the customer requested that Normal Change should be set as the default change type instead of Standard Change.At that point, we felt it would have been much more efficient if the Change Type could simply be reordered through a drag-and-drop option in the Field Manager, allowing us to set the preferred option as the default without impacting the existing configuration.However, since that option was not available, we had to reconfigure the entire setup just to make Normal Change the default instead of Standard Change. This resulted in additional effort and rework that could have been avoided with a simple drag-and-drop functionality.

0
Catkin
Apprentice
2 months ago
DigitalGrowthCatalyze
Apprentice
DigitalGrowthCatalyzeApprentice

What Are Cosmetic Coatings and Why Are They Important?Closed

Cosmetic coatings are specialized protective layers applied to a car’s exterior to enhance its appearance and safeguard the paintwork. These coatings form a durable shield that protects your vehicle from environmental damage such as UV rays, dirt, water spots, bird droppings, and minor scratches.Unlike traditional wax, cosmetic coatings like ceramic or polymer coatings bond chemically with the paint surface, providing long-lasting protection that can last for months or even years. This means your car stays shinier, cleaner, and easier to maintain.Cosmetic coatings not only improve your car’s aesthetic appeal by giving it a deep, glossy finish but also increase its resale value by preserving the original paint condition. Investing in high-quality cosmetic coatings is essential for anyone who wants to keep their vehicle looking new and protected against everyday wear and tear.

3
oliviaparker09
2 months ago
James BIK
Apprentice
James BIKApprentice

Best Practices for Managing Customer Support in Streaming or Entertainment Apps?Closed

Hey everyone!I’m currently helping run a content-streaming platform that offers live sports, movies, and anime via Android APKs. We’ve started to grow our user base, and support requests are increasing — mostly about login issues, app errors, and device compatibility.I’m curious how others in the entertainment or app-based industries manage their support channels. Do you prefer Freshdesk over Freshchat for mobile-first users? Any automation tips for repetitive issues? How do you deal with users on modded Android OS or low-end phones? Would love to hear your workflows, tools, or any customer success tips that work well for high-volume but low-ticket-value platforms.Thanks in advance! 

16
birowo
2 months ago
Mwema
Apprentice
MwemaApprentice

Image UnderstandingSubmitted

Read and understand the notes in a screenshot- like ChatGpt/Grok does for customers who share screenshots of what they wanted to communicate

0
Mwema
Apprentice
2 months ago
Mwema
Apprentice
MwemaApprentice

Speech To Text FeatureSubmitted

Some customers are more expressive on voice note as opposed to chat, can we introduce a voice to text feature on Freshchat?

0
Mwema
Apprentice
2 months ago
mbackwater42
Top Contributor ⭐
mbackwater42Top Contributor ⭐

Journey date/time picker needs ISO formatSubmitted

Trying to build in a check in Offboarding Journeys where if an Agent closes the ticket before the employee’s end of tenure, it gets reopened and a notice sent to the Agent and their manager letting them know to wait for end of tenure. This worked w/ Offboarding module because it allowed for ISO format in the custom date/time picker field, but this seems to be missing from Journeys. If this is already part of Journeys I’d love an idea of how to access/use it. Otherwise, please add it, thanks!  

1
mbackwater42
Top Contributor ⭐
2 months ago
llebronCHW
Apprentice
llebronCHWApprentice

Add capability to schedule exports of a ticket list viewSubmitted

Scheduled exports from the analytics page is great, but isn’t providing as much detail as we need. Requesting the ability to schedule exports from the tickets list view so you can include all available ticket options in the export

0
llebronCHW
Apprentice
2 months ago
Apprentice
AGC7Apprentice

Contracts support in Workflow AutomatorClosed

We need the ability to have an incident/ticket get created upon a Contract Expiry Notification being sent. Workflow Automator does not seem to support Contracts at this time. Contracts are Assets but Asset Workflow does not support them yet… Freshworks please fix! :)

1
2 months ago
Contributor
brie.taylorContributor

Contract Expiry - raise a ticket instead of emailClosed

At the moment when setting up contracts we have the option to notify via email ahead of the contract expiry - rather than have these notifications come via email we would like them to generate a ticket to the queue for an individual within the support team to organise a new quote for renewal or complete contract related work.I imagine this could tie into the ticket scheduling function but would like to see what fresh service can do in this arena.

7
2 months ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Improvements to Software and Contracts list viewsFuture Consideration

Seems such a simple thing but why can’t we resize the columns displayed when in the Software and Contracts sections?  One column has a ton of whitespace the and other wraps making it hard to read.  While at it, would love to see the ability to choose which columns are displayed in those areas.Space needs a bit of the love being shown in the tickets area.

4
mbackwater42
Top Contributor ⭐
2 months 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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