Freshservice Work Next
Freshservice app
Freshservice Work Next
Installation and configuration guidance for Freshservice administrators and agents.
Coming soonPreparing for Freshworks Marketplace
Installation availability
Work Next is currently in release preparation. Installation through Freshworks Marketplace will be documented here when the production listing is available. Do not install a private test package supplied outside the approved review process.
Configuration overview
An authorised Freshservice administrator manages Work Next through the app's installation settings. New installations do not guess status mappings. Follow-up recommendations start disabled, and the default Stale threshold is three calendar days.
- Confirm each native Freshservice status ID and its meaning in your installation.
- Map each status to one Work Next class.
- Choose whether requester or third-party follow-up recommendations are enabled and set their thresholds.
- Confirm the Stale threshold, validate the form and save through Freshservice.
- Open Work Next and refresh to evaluate the signed-in agent's assigned tickets.
Status mapping
Open work that can enter the ranked queue and relevant Smart Views.
Work waiting for the requester; eligible for an optional closure-review recommendation.
Work waiting on an external party; eligible for an optional chase recommendation.
Visible in Waiting / Blocked but never promoted by a follow-up rule.
Excluded from the operational Work Next view.
Unmapped statuses are excluded and shown as requiring administrator mapping. Work Next does not infer meaning from a label such as “Pending”, and status IDs must be confirmed for the actual Freshservice installation.
Waiting follow-up settings
Requester and third-party rules are configured separately. An enabled rule requires a positive whole-number threshold in elapsed hours or calendar days and a single-line plain-text label. Calendar time includes weekends.
Changing a threshold applies to existing observed waiting periods, so some follow-ups may become due immediately. Changing only the label or threshold does not reset an observation. A newly observed waiting status or class starts a new period.
Observation wording
Work Next uses wording such as First observed waiting on requester 4d 3h ago. This is based on Work Next observations, not complete Freshservice status history. An exit and re-entry between checks may be missed.
Stale threshold
Stale is one installation-wide positive whole-number duration in hours or calendar days, defaulting to three days. It affects only actionable tickets and uses current attention age—not ticket update time, waiting age or Freshservice business hours.
Settings validation
- Status IDs must be unique positive integers with a recognised Work Next class.
- A blank initial mapping must be completed before ranking can begin.
- Enabled follow-up rules require the corresponding waiting mapping, a valid threshold and a label of 1–60 single-line characters.
- Zero, negative, fractional, missing or overflowing enabled thresholds are rejected.
- Invalid settings do not silently turn tickets into actionable work.
- Existing legacy settings remain readable until an administrator makes an explicit migration choice.
Using Work Next
The agent opens Work Next, reviews the ranked All work queue or selects a Smart View, and opens the native Freshservice ticket from a row. Refresh retrieves current source data; switching Smart Views is local and does not make another ticket-list request.
Marketplace reviewer overview
Use an authorised non-production Freshservice review account. Complete deliberate status mappings, assign suitable test tickets to the reviewer, inspect ranking reasons, switch each Smart View, open a row in native Freshservice, return and refresh. Empty views are valid and do not prove populated-state behaviour.
Do not include credentials, private packages, customer data or internal engineering evidence in review notes hosted on this site.
Getting help
See Work Next support and troubleshooting. Do not email passwords, OAuth tokens, private conversation history, full API responses or unredacted diagnostic exports.