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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
Skilled Expert
Cara

Ability to Sort Business Rules in List View by their HeadersFuture Consideration

The ability to be able to sort the Business Rules by their list view:  Whether it be by Rule Name, Service Item, etc. by alphabetical order (ascending or descending).

1
mbackwater42
2 months ago
Skilled Expert
Cara

Business Rules - Sort Alphabetically in Service Item DropdownSubmitted

At the moment the Service Item Dropdown sorts by when the rules were created for that Service Item. This makes it hard to find the form you are looking for because it may have been added in the middle of the list and therefore requires you to scroll up and down to find it. If they were alphabetical, you would then only have to search by where it sits alphabetically and make it easier to find.

1
mbackwater42
2 months ago
OG Bobby Johnson
Skilled Expert
OG Bobby JohnsonSkilled Expert

Improve Admin Browser Tab Naming Convention | [Setting] : [WS] | ie "Business Rules : Global" & "Supervisor Rules : IT"Submitted

Hi,I would like to formally submit a feature request to update the tab names when visiting admin settings as we are constantly jumping around to different tabs within different workspaces. Examples below. Note how "Custom Objects" is the only one that currently identifies the page on the tab, however, we have no way of knowing which workspace it is within by tab name.  Custom Objects current tab name: "Custom Objects | Admin | Helpdesk"Custom Objects proposed tab name: "Custom Objects : [WS]" example "Custom Objects : Global" & "Custom Objects : IT"  Also, note how custom objects is the only tab that uses a pipe separation vs a column separation like the others. Most of the other pages just show "Admin : Helpdesk". Within the image below, I put the recommended tab naming convention. The current naming convention is an absolute nightmare for admins in my opinion. 

1
mbackwater42
2 months ago
Skilled Expert
ejgerkenSkilled Expert

Has the idea/wish for Business rules on onboarding form ever been placed on the roadmap?Future Consideration

I know there are not many entries here about it, but as nice as applying business rules in ticket and service item forms may be, the lack of being able to use it in the onboarding form really makes it hard to convince HR or Managers to actually use it. if you run 100 entities, you want to be able to filter drop-downs based on entity names or countries or… whatever helps to narrow down the choices in subsequent drop-downs for them. at this time, without this ability, all i can do is create and build my own service item, abandon the onboarding module (as we have abandoned the offboarding module also).it may be nice to have these modules in Fresh, but if they are not actually made useful enough, what's the point of having them if you have to build your own forms/service items anyway to get basics into the function…..

7
mbackwater42
2 months ago
Apprentice
NicoTerraIndexApprentice

Being able to sort on all columns in Tickets table viewUnder Review

On the tickets table view, you can only sort the tickets on a few columns, like date created, priority and status.But it would help a lot if I was able to sort on any column, including columns from custom fields I've added.For my situation; I've created a custom date field 'Customer reaction expected date’. If I know a customer won't be able to look at his case this week, I use this field set a date in the future. When I'm able to sort on this date, I can see exactly which cases I need to work on today and don't have to bother with cases due for next week (or tomorrow)  

36
William Romero
2 months ago
mattbo90
Apprentice
mattbo90Apprentice

Customize Resolution GeneratorSubmitted

We would like more options for resolution generator. One small, but major blocker for some agents is that it is querying private notes into resolution notes and we want private notes kept out of resolution notes. 

0
mattbo90
Apprentice
2 months ago
athomp039
Apprentice
athomp039Apprentice

Adding Ticket Description/Conversation content to AnalyticsSubmitted

Looking to be able to include more in the Analytics part of Freshdesk. Ticket Description field and any of the Ticket Body/Content (such as the conversations between requestor and agent). By doing so, we feel it will benefit our teams with training and finding what the root causes to the tickets are.

0
athomp039
Apprentice
2 months ago
Apprentice
mheltonApprentice

Customizable Data Displayed on Ticket Hover PreviewSubmitted

Currently, hovering over a ticket displays the last comment/reply, with no way to change it. It would help to let users choose to display the ticket description instead. Not all teams find the last comment most useful for quick scanning, some would prefer to see the original ticket description.

0
Apprentice
2 months ago
Apprentice
Krystina AquinoApprentice

French Canadian Language PackSubmitted

There is a need for a French-Canadian language pack to comply with Quebec bill 96 

0
Apprentice
2 months ago
Contributor
pierson-pacContributor

Amazon Business Punchout IntegrationSubmitted

We use Amazon Business to procure consumables and low cost peripherals (e.g., labels, keyboards, mice, USB drives, etc.).We’ve published these as Service Catalog items in Freshservice.  Depending on the cost of the item, it could go through an approval process.After the Service Request is approved, someone from the Team currently places the order manually in Amazon Business.It would be great to have a native integration or an App available in the Marketplace to achieve this.  The APIs and requirements from Amazon are well documented (https://business.amazon.com/en/solutions/systems-integration/punchout).  Some work would need to occur within the Service Catalog items to ensure you’re including the ASIN, and other mandatory fields that Amazon needs to collect as well as the correct meta data to accept from Amazon Business to update the service request with the order status automatically.I believe this could also be achieved if you use Microsoft Power Automate, but would need development resources to maintain and support.

1
2 months ago
Active Contributor
dschmidtActive Contributor

Allow pinning of the sidebar / additional info panelSubmitted

With the recent UI update, I am constantly needing to click the “expand” button to see the sidebar / additional info panel (containing the contact info, time logs, etc). Please add an option to permanently pin this to be always open.

2
Active Contributor
2 months ago
Apprentice
360AlertApprentice

The Role of AI in Modern Patient MonitoringSubmitted

AI is changing healthcare monitoring by helping facilities observe patient activity, identify potential safety events, and deliver timely notifications. This technology supports healthcare professionals while allowing them to focus more on direct patient care.

0
Apprentice
2 months ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Set due dates based on custom fieldsFuture Consideration

On many of our Service Request types we have date fields the customer completes.  In some instances these fields indicate when work can start or when it must be completed by.  We are looking for a way to leverage workflows to set the due date of tickets and tasks on those tickets based on the customer date field.ex: Conference Setup request form asks the customer to specify start and end date of their event.Tasks will be assigned to the agent for setup and for equipment breakdown.  The due dates should be possible to set via workflow that pulls the due dates from those fields on the Service Request as well as sets the due date for the entire ticket to the end date of the event.

2
2 months ago
Apprentice
skylernakashimaApprentice

Live Agent - View chats of other users to monitor qualityClosed

I want to be able to monitor live chats of other users and customers. For example, I'm a manager and want to monitor how Joe is doing handling customer questions. Joe is using Live Agent to chat with a customer. Is there a way to setup Live Agent so that a manager can view the live chats of their subordinates?

4
boothcoolapk
2 months ago
Hubert.Panszczyk
Top Contributor ⭐
Hubert.PanszczykTop Contributor ⭐

Making Resolution Notes Mandatory - WorkaroundFuture Consideration

Hi guys :)By implementing a workflow automation, we were able to enforce the requirement for resolution notes. The workflow functions through an IF statement that checks the length of the added resolution notes. If the length is zero, indicating that no notes were provided, the ticket status is automatically changed from "Resolved" to "Pending." Additionally, a private note is appended to the ticket, reminding the user to provide the necessary resolution details. In this case, workflow will only check is the resolution notes empty. If you want to force agents to make it longer than X characters, you can just adjust the condition in IF function. You can also build the IF function directly in Condition window by using "Build Expression" window. if(length('{{ticket.resolution_notes}}')==0,1,0)   

3
2 months ago
kpatterson
Top Contributor ⭐
kpattersonTop Contributor ⭐

Add "ticket asssigned in X minutes" metric for XLASubmitted

We’re exploring the new XLA option. One major metric we don’t see is “ticket assigned within (a specific period of time).” From a customer perspective, knowing your ticket has been assigned to an agent (and not just had a first response stating we’ve seen your ticket and assigned it to a queue) is a metric we think plays into XLA.

0
kpatterson
Top Contributor ⭐
2 months ago
techtibco
Apprentice
techtibcoApprentice

analyzed the number of escalatingSubmitted

analyzed the number of escalating tickets and whether it comes from a group or a user in analitycs.A gender metric: group that escalates 

0
techtibco
Apprentice
2 months ago
Apprentice
Steve WApprentice

Add Mermaid diagrams in Solution ArticlesSubmitted

Sometimes a picture is worth a few hundred words - decision tree, flowchart, timeline, Gantt charts, etc. Yes, we can embed an image and attach a PowerPoint/ Visio etc. but it’s often hard to get people to maintain, follow standards, and keep in sync. Mermaid diagrams seem to be an emerging open source alternative.  The source of the diagram is plain text. That makes it searchable, reviewable, portable, maintainable, and easy to keep with the documentation it explains.Can embedded Mermaid diagrams be added for Solution articles?

0
Apprentice
2 months ago
tschuyler
Apprentice
tschuylerApprentice

Mobile App: Display CC and BCC indicators in the "To:" fieldSubmitted

Currently, when replying to a ticket in the Freshdesk mobile app, the reply screen indicates that you are replying to the ticket creator but does not indicate whether any additional recipients are CC’d or BCC’d on the ticket. This can make it difficult to know exactly who will receive a response before it is sent.Adding a visible indicator when CC or BCC recipients are present would make mobile ticket responses much clearer and help prevent messages from being unintentionally sent to additional parties.  

0
tschuyler
Apprentice
2 months ago
Contributor
rebodetContributor

Report on Agent Availability in FreshserviceUnder Review

Please add the ability to report on an Agent’s availability for round robin assignment  Customer is concerned that an agent may mark themself as unavailable, but the only way to know is if you actively monitor the “Agent Availablility” widget on the Dashboard.  From the customer:Letting agents manage their own status would reduce the admin burden, but without visibility it’s often forgotten or misused. Agents may remove themselves when they feel they have enough tickets or fail to re-add themselves promptly. Without reporting, it’s difficult to hold anyone accountable.

3
2 months ago
fewf
Apprentice
fewfApprentice

Asian Games 2026 Equestrian Jumping Individual FinalSubmitted

Get the latest schedule, date, venue, competition format, and viewing information for the Asian Games 2026 Equestrian Jumping Individual Final on October 4 at JRA Equestrian Park, Tokyo.

0
fewf
Apprentice
2 months ago
Apprentice
hbehrndtApprentice

Complete list of Dynamic Placeholders (Liquid Markups) specifically for FreshserviceClosed

The Freshthemes guide doesn't include all dynamic placeholders (Liquid Markups) for Freshservice.https://support.freshdesk.com/support/solutions/71599I have be able to source some liquid markups via the following links which seem to get me by.https://support.freshservice.com/support/solutions/articles/239543-list-of-dynamic-placeholdersThere seems to be a lot of them missing for Freshservice...It would be nice to have a similar dedicated list of dynamic placeholders for Freshservice.

1
2 months ago
Apprentice
AsadorApprentice

Automatically reactivate agent availability when a scheduled "Away" / Out-of-Office period endsSubmitted

Description:When an agent sets their status to "Away" (unavailable) and specifies both a start and end date/time for this period, Freshdesk does not automatically reactivate the agent's availability once the end time is reached. The agent remains stuck in "Away" status until someone manually switches it back to "Available."Current behavior:Agent sets status to Away with a defined start and end time. End time passes. Status stays on "Away" — no automatic change occurs. Freshworks support has confirmed this is expected/known behavior, not a bug, and that there is currently no option to have the status turn back on automatically.Expected behavior:If an end time is explicitly provided when scheduling an "Away" status, Freshdesk should automatically set the agent back to "Available" once that end time is reached. Otherwise, offering an end time field serves no functional purpose and is misleading to admins and agents who reasonably expect it to control something.Why this matters:Agents and team leads rely on the end time to plan coverage; when it silently does nothing, tickets can go unassigned or availability dashboards show stale/incorrect data until someone notices and manually intervenes. The only documented workaround is configuring "Agent Shifts" so that availability toggles automatically based on the agent's shift schedule. However, in our account, we cannot find an "Agent Shifts" configuration option anywhere in Admin (under Team we only see Agents, Groups, Roles, Business Hours, and Agent Status — no Agent Shifts). The "Agent Status" section only lets us define status categories (Available / Unavailable-Busy / Unavailable-Away) and does not support any time-based scheduling with automatic reactivation. This means the one workaround Freshworks points to for this exact issue is not accessible to us, leaving no way to make the "end time" field on a scheduled Away status actually do anything.Requested fix:Automatically switch an agent's status back to "Available" (or their previous status) when a scheduled Away/OOO end time is reached, regardless of whether Agent Shifts are configured. If Agent Shifts remains the intended mechanism for this, please clarify where this can be configured in the current Admin interface, since it does not appear under Team > Agent Status, Business Hours, Groups, or Roles in our account.

2
Apprentice
2 months ago
MaaikeCW
Apprentice
MaaikeCWApprentice

Access to tickets when you're in the CCSubmitted

At the moment there are two options on how to give access to tickets:"Logged in users" or "Anyone with a public ticket URL” In the case of logged in users only the requester on the ticket gets access. We however work mainly B2B and often more than one person needs access to the ticket. Giving a person access to all tickets in the organization is often too much, access with a public URL isn't safe enough for our data. We want to stimulate collaboration without overrunning them with tickets. What we see at our suppliers and their ticket systems is that a person in the CC with an authenticated account can look into the full ticket after logging in. Anyone else who would like this feature?

0
MaaikeCW
Apprentice
2 months ago
Apprentice
mheltonApprentice

Add option to reorder ticket replies (newest-to-oldest) with Reply button at topSubmitted

By default, ticket replies display oldest to newest. We'd like the option to display them newest to oldest instead.Importantly, when this order is used, the Reply button should also move to the top of the page, not stay at the bottom. This way, after reading the most recent reply, agents can respond right away without scrolling down through the entire ticket history.Request: Add native support for newest-to-oldest reply sorting, with the Reply button positioned at the top of the ticket view in that mode.If it's more feasible, updating the existing Freshworks Marketplace app, Ticket Conversation Customizations, to include this Reply button repositioning would also be a good resolution, since it already handles the reverse-sort functionality, this would just extend it to cover the button placement as well.

0
Apprentice
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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