Published 11 September 2026. Version 1.0. Contractual terms take effect through the applicable agreement mechanism.
What it does
Triage Helper is a read-only Freshservice supervisor queue for Open and Pending tickets. It shows unassigned work and evidence-based waiting or stale follow-ups, with native ticket links. Version 0.3.0 is in Marketplace release preparation.
Installation
- Use the supported Freshworks Marketplace installation flow when the app is available.
- Enter your actual Freshworks organisation domain and authorise the three read-only scopes: tickets.view, tickets.conversations.view and requesters.view.
- Configure the Freshservice workspace IDs the agent may review.
- Set calendar-hour thresholds: requester waiting defaults to 24 hours and stale agent updates to 72 hours.
- Open Triage Helper from Apps or the ticket sidebar and let the scan complete.
Everyday use
Read the scope and refresh timestamp. Choose Needs attention, Unassigned, Customer waiting or Stale; search by ticket ID or subject and filter by group. Open a native ticket to investigate or act, then refresh Triage. The app never performs the action for you.
Understanding results
Unassigned means no individual agent owns the ticket; a group assignment alone is not agent ownership. Waiting requires verified requester conversation evidence without a later public agent reply. A private note does not count as a public response. Stale requires an agent reply or note as the last meaningful interaction beyond the configured threshold.
Original-request authorship and scheduled follow-ups are not verified. Unknown evidence is not proof that nothing needs attention. The scan has no historical date cutoff, but access, request/time budgets and unavailable records limit its scope. Deadline timestamps are context, not a promise about the platform's SLA clock.
Help
See support, privacy, security, terms and Customer DPA.