We are excited to introduce significant enhancements to key Freshdesk modules that simplify workflows, improve performance, enhance user experience, and provide uncomplicated and seamless experiences.

As an existing Freshdesk customer, you will get these enhancements without hassle.

Why are we making these changes?

These upgrades are designed to:

Increase admin visibility and control over SLA compliance
Simplify admin workflows and reduce manual effort
Improve ticket routing for fair workload distribution and faster resolution
Enhance flexibility in agent and group management

Rollout plan

Date and timeline: Starting December 2025 through April 2026 in phases

Intended audience: All existing standalone Freshdesk customers will get the new and improved Freshdesk features.

Note: This is a seamless transition and upgrade, with no action needed from you.

Overview of upgraded features

Here’s an overview of the modules getting an upgrade:

Simplified SLA calculation logic
Advanced Omniroute settings
Round-robin ticket routing powered by Omniroute
Simplified Agent status and availability management

Simplified SLA calculation logic

SLA calculation, when set in “days” to run during business hours, will be simplified.

Detailed comparison:

What’s available today?	What’s new?
SLA targets, when set in business days, consider the start of the business day till the end of the business day. Minimum SLA target is 15 minutes.	SLA targets, when set in business days, are considered as 24 business hours. Admins will be able to set SLA targets as low as 5 minutes.

What’s available today?

What’s new?

SLA targets, when set in business days, consider the start of the business day till the end of the business day.
Minimum SLA target is 15 minutes.

SLA targets, when set in business days, are considered as 24 business hours.
Admins will be able to set SLA targets as low as 5 minutes.

What's available today?

What's new?

Note: Your current SLA targets will be automatically adjusted. For example, a 1-day SLA target will become 8 hours if the business hours for the group where this SLA is applied are set to 9 AM - 5 PM.

Advanced Omniroute settings

Omniroute, the routing engine, now unifies all routing methods and allows admins to define flexible assignment preferences, control agent load, and manage availability across all groups from a single dashboard.

Detailed comparison:

What’s available today?	What’s new?
Includes only skill-based and load-based ticket routing. Agent availability can be controlled only at the group level. Add a default initial load for every new agent and customize agent capacities in bulk to simplify the admin and supervisor experience for larger teams	Includes round-robin, skill, and load-based ticket assignment. Add a default initial load for every new agent and customize agent capacities in bulk to simplify the admin and supervisor experience for larger teams. Provides a comprehensive view of all groups and their applied assignment methods at a glance.

Benefits:

Increases operational efficiency with a single unified view of all routing methods.

What’s available today?

What’s new?

Round-robin ticket routing powered by Omniroute

The round-robin routing method now uses Omniroute’s intelligence to dynamically assign tickets based on each agent’s real-time workload, availability, and assignment preferences.

Detailed comparison:

What's available today?	What's new?
Assigns tickets in circular order based on ticket creation timestamp. Ignores the agent’s ticket capacity or assignment preferences. Does not assign tickets waiting to be assigned when agents are unavailable. Ignores ticket priority and SLA urgency.	Routes tickets based on real-time agent workload and availability. Admins can choose which statuses affect agent load when the SLA timer is on. Allows admins to choose between the created time, response, or resolution SLA to route tickets. Automatically assigns tickets waiting for assignment.

Benefits:

Improves first-response times by routing the most urgent tickets to the next available agent.
Minimizes unassigned tickets and speeds up resolution.

What’s available today?

What’s new?

Simplified agent status and availability management

Agent status and availability management will be enhanced to provide administrators with greater flexibility and control. Admins will be able to configure who can control agent status directly in Omniroute, making it easier to monitor and control availability across teams.

Detailed comparison:

What's available today?	What's new?
Admins can control who can manage agent availability for each group. If an agent is part of multiple groups, the agent availability configuration of the group that is more restrictive applies. Supervisors can view but not manage agent status for agents not part of their groups. For accounts without the agent status feature, agents can only go Available or Unavailable. Admins cannot identify how much time agents have spent on any status in analytics. For some accounts, supervisors used a legacy availability dashboard without any major filtering capabilities.	Agent availability is now managed independently within Omniroute, separate from group configurations. Define who controls agent availability at an agent level. Status changes are directly integrated with routing, ensuring tickets are only assigned to available agents. Supervisors can only view and manage agent status for agents belonging to their groups Supervisors will have access to a new and improved availability dashboard with multiselect filters on status and groups. Agents will have a new experience controlling availability and can move to any custom status configured by admins (such as, break, meeting, etc.). Admins can report on custom statuses.

What's available today?

What's new?

Admins can control who can manage agent availability for each group. If an agent is part of multiple groups, the agent availability configuration of the group that is more restrictive applies.
Supervisors can view but not manage agent status for agents not part of their groups.
For accounts without the agent status feature, agents can only go Available or Unavailable. Admins cannot identify how much time agents have spent on any status in analytics.
For some accounts, supervisors used a legacy availability dashboard without any major filtering capabilities.

Agent availability is now managed independently within Omniroute, separate from group configurations.
Define who controls agent availability at an agent level.
Status changes are directly integrated with routing, ensuring tickets are only assigned to available agents.
Supervisors can only view and manage agent status for agents belonging to their groups
Supervisors will have access to a new and improved availability dashboard with multiselect filters on status and groups.
Agents will have a new experience controlling availability and can move to any custom status configured by admins (such as, break, meeting, etc.).
Admins can report on custom statuses.

Benefits:

Ensures tickets reach only available and active agents, improving response reliability.
Reduces downtime by routing tickets dynamically to real-time availability.
Increases admin control to manage agent workload across teams more effectively.
Improves visibility into agent performance and availability patterns.

What's available today for customers without the Agent Status feature?