Freshservice Work Next Support

Contact support

Email support@peztechsoftware.co.uk and include the app name, version or build shown in Support information, browser and operating system, time and time zone, selected Smart View, exact short on-screen message and minimal reproduction steps.

We aim to respond to support enquiries within two business days. This is a response target, not a guaranteed contractual service level. We do not publish fixed support hours or promise a resolution SLA. Freshworks-dependent or complex defects may take longer.

Support scope and responsibilities

Support covers installation guidance, Work Next configuration, documented product behaviour, reproducible defects, accessibility and safe troubleshooting.

The Customer remains responsible for Freshservice administration, status mappings, operational decisions, ticket handling and SLA management. Freshworks remains responsible for its platform, account administration and platform availability. Unsupported third-party configurations and general service-desk consultancy are outside standard Work Next support.

Information that helps

• Last successful refresh time and whether the view says complete, partial or stale.
• Request count, cache hits, cooldown and safe warning text shown in Support information.
• Whether one or multiple agents are affected.
• Relevant administrator-visible status mappings and thresholds.
• A redacted screenshot with subjects, names and private data obscured.

Do not send

Never send passwords, OAuth or access tokens, authorisation headers, deployment credentials, raw private conversations, full API responses, browser-storage dumps, confidential app packages or unredacted network exports.

FAQ and troubleshooting

Why is a ticket not appearing?

Confirm that it is assigned to the signed-in agent, is in an accessible workspace and has a mapped status. Resolved/closed tickets are excluded. A partial result may mean the ticket has not yet been evaluated; do not treat partial zero results as a definitive empty queue.

What does “status mapping required” mean?

The ticket's native status ID has not been deliberately classified. An administrator must map it in Work Next settings. The app does not guess status meaning.

Why is waiting work separated?

Waiting on requester, waiting on third party and other blocked work remains visible in Waiting / Blocked. Only an enabled due requester or third-party follow-up can re-enter the main ranked queue; other blocked work never does.

Why does waiting age differ from Freshservice history?

It records when Work Next first observed the maintained waiting state. Changes between checks may be missed, and it does not claim an exact native status-transition time.

How does Stale work?

Stale applies to actionable tickets whose current attention age has reached the configured elapsed-time threshold. It does not use ticket update time, waiting age or a business-hours calendar.

Does changing Smart View refresh Freshservice?

No. Smart Views filter the same evaluated workload locally. Use Refresh when current Freshservice data is required.

Why are results partial or provisional?

Request failures, incomplete conversation history, rate limits or the per-refresh request budget can prevent complete evaluation. Work Next preserves usable rows, labels provisional ranking and pauses rather than retrying repeatedly.

Why will settings not save?

Read the field-level validation message. Check positive status IDs, required actionable mapping, enabled follow-up mappings, positive whole-number thresholds and valid single-line labels. Do not edit raw configuration as the normal recovery path.

Known limitations

• Waiting history is observation-based and continuity can restart if retained app state is unavailable.
• Freshness is snapshot-based; Work Next does not poll aggressively in the background.
• Unknown statuses are not ranked until mapped.
• Missing SLA or conversation information remains unknown rather than being treated as a negative result.
• Large cold workloads may require more than one bounded refresh and can remain partial.
• Recommendations do not guarantee SLA outcomes or authorise ticket actions.

When to escalate

Contact support when a failure is reproducible after one normal manual refresh, a valid configuration remains rejected, account access fails through the supported Freshworks connection, native ticket opening repeatedly fails, or partial/cooldown states do not recover after the displayed wait.

Do not repeatedly refresh, clear app storage, reinstall the app or alter tickets as a first troubleshooting step.