Who it is for
Freshservice agents
Agents who need a clearer way to decide which of their assigned tickets deserves attention next.
Freshservice Work Next
Freshservice app
Freshservice Work Next
See what needs attention next — and why.
Coming soonPreparing for Freshworks Marketplace
The problem
Too many signals to scan manually
Urgency, SLA position, priority, response state, age and waiting context can all matter when deciding where to start.
The outcome
An explainable read-only queue
Work Next orders the signed-in agent's assigned workload and shows factual reasons for each position while Freshservice remains the system of record.
Spend less time scanning your assigned queue
Assigned tickets can differ in urgency, SLA position, response state, age and dependency. Work Next brings those existing Freshservice signals together so an agent can identify a defensible next ticket and understand the reason behind its position.
Freshservice remains the system of record. Work Next recommends where to look; the agent opens the native ticket and decides what action to take.
One explainable view of assigned work
Deterministic ranking
Order is based on configured eligibility, actionable Urgent work, active SLA state, Freshservice Priority, due waiting follow-ups and current attention age, with stable tie-breaks.
Reasons you can inspect
Each ranked row shows factual reasons from the same evaluated snapshot, without an opaque score or generated explanation.
Native ticket workflow
Open the actual Freshservice ticket from its row. Work Next provides no ticket editor or automatic action.
Honest degraded states
Partial, stale, unmapped and incomplete results are labelled rather than presented as a complete queue.
Smart Views over the same workload
All work is the default ranked queue. Five single-select Smart Views answer focused operational questions without fetching another ticket list:
- SLA At Risk — actionable tickets that are breached, critical or at risk.
- Customer Replied — tickets whose latest evaluated public conversation is incoming.
- Unanswered — tickets with no evaluated public agent response; this can overlap Customer Replied.
- Stale — actionable tickets at or beyond the configured attention-age threshold.
- Waiting / Blocked — mapped requester, third-party and other blocked work.
SLA priority without hiding waiting work
For actionable tickets, Work Next evaluates the relevant active first-response or resolution deadline and uses clear breached, critical, at-risk, watch and normal bands. Missing information remains neutral rather than becoming a guessed deadline.
Waiting and blocked statuses are excluded from active SLA urgency. Optional requester-review and third-party-chase thresholds can make waiting work due for review, but they remain recommendations. Waiting time records when Work Next first observed the maintained waiting state; changes between checks can be missed.
Recorded product demo
See Work Next in action
Watch a genuine recorded review of the Freshservice Work Next experience: the mixed ranked queue, focused Smart Views and administrator settings. The recorded workload showed 14 ready-to-work tickets, four waiting or blocked, two SLA risks and zero follow-ups due.
Read the video transcript
Work Next helps Freshservice agents decide what deserves attention next, and understand why.
This is the agent’s assigned workload in one ranked view. Fourteen tickets are ready to work, four are waiting or blocked, and two currently carry SLA risk.
Every row keeps its Freshservice priority, SLA position, conversation state and workspace, together with an explanation of what is driving its rank.
SLA At Risk narrows the same queue to the two tickets that have already breached an active SLA. Unanswered highlights work where no public agent response has yet been recorded, while preserving each ticket’s overall rank.
Waiting and blocked work stays visible without being treated as ready to act. Here, four tickets are waiting, and no follow-ups are currently due. These recommendations reflect what Work Next has observed, rather than complete Freshservice status history.
Administrators map native status meaning and set optional follow-up and stale thresholds. Nothing changes until settings are saved. Work Next provides read-only recommendations. Freshservice remains the system of record.
Product screenshots
Read the queue at a useful scale
Focused presentation crops remove unused capture space while preserving links to the original privacy-reviewed evidence.
These are controlled synthetic records captured in the designated test tenant, not customer data. The focused images are presentation crops only; select any image to inspect its original privacy-reviewed capture. The media does not change Work Next release or Marketplace availability.
What Work Next does not do
- It does not reply to tickets, send reminders or create private notes.
- It does not change status, priority, assignment or SLA configuration.
- It does not close tickets or authorise closure.
- It does not rank unassigned work, another agent's queue or a team workload.
- It does not use AI ranking, generated summaries or external ticket analytics.
- It does not guarantee an SLA outcome or replace Freshservice policies.
Access, support and resources
Coming soon
Preparing for Freshworks Marketplace
Work Next is in release preparation and is not yet available through Freshworks Marketplace. Marketplace installation and release links will be added only after the remaining gates are complete.
- Installation and configuration
- Support and troubleshooting
- Privacy Notice
- Security information
- Terms of Service
- Customer DPA
- Release notes
- Marketplace listingAvailable after launch
For help with Freshservice Work Next, email support@peztechsoftware.co.uk. We aim to respond to support enquiries within two business days.