Approval Nudge for Freshservice

A small watchdog for pending approvals. Approval Nudge scans the approvals waiting on your Freshservice tickets and changes, reminds the approvers, flags the ones that wait too long, warns before a change's planned start — and sends the service desk owner one digest a day. Deterministic rules only: no AI, no guesses.

Price: US$25 per month, per Freshservice account. Approval Nudge is sold and billed through the Freshworks Marketplace; install it from the Marketplace listing into your own Freshservice account.

What it does

Reminds approvers — a pending approval that waits past your reminder threshold gets Freshservice's native approval reminder, repeated on the repeat interval you set, until it is decided or escalates.
Flags escalations — past your escalation threshold, the approval is flagged with a private note on its ticket or change, naming the backup approver (the delegatee) as the next person to chase. The note is a flag for your team; the app does not reassign the approval and does not itself notify the backup approver.
Warns before a change starts — if a change's planned start is coming up and its approval is still pending, the approver is reminded and the change appears in the digest's “starting soon” section.
Sends a daily digest — on the first scan of each day (counted in UTC) that finds pending approvals, the owner receives the digest as a Freshservice ticket, delivered through Freshservice's normal requester notification email. The digest ticket is created already resolved, so digests never pile up as open work. On days with nothing pending, no digest is sent.

How it works

On the schedule you set, the app lists pending approvals across your whole Freshservice account — service-request tickets and changes — using Freshservice's own approvals API, through an OAuth connection your admin authorises at install.
It compares each approval's age and (for changes) planned start against your settings, and acts: reminder, escalation note, planned-start warning.
It remembers what it already did — per approval, in Freshservice's own app data storage — so reminders repeat on your cadence instead of spamming every scan, and nothing is sent twice for the same step.

Settings

Everything is set once, at install, in plain language:

Freshservice domain — your Freshservice host, for example acme.freshservice.com.
Scan interval (hours) — how often the pending-approval scan runs. Default 1; from 1 to 168.
Remind approver after (hours) — send the first reminder when an approval has waited this long. Default 24; from 1 to 720.
Repeat reminder every (hours) — after the first reminder, keep re-reminding every this many hours until the approval is decided or it escalates. Default 24; from 1 to 720.
Escalate after (hours) — flag the approval with a private note on its ticket or change, and include it in the owner digest. Default 72; from 1 to 720.
Warn before planned change start (hours) — warn when a change is scheduled to start within this many hours and its approval is still pending. Default 24; from 1 to 720.
Digest recipient email — who receives the daily digest ticket.

Limits, stated plainly

One scan checks the oldest 10 pending approvals per module (tickets and changes) — 20 per scan in total, oldest first. Anything beyond that is picked up by the following scans, so on a busy desk the full queue is worked through scan by scan rather than all at once.
Each scan has a fixed action budget shared between change lookups, reminders and notes, sized to stay inside Freshservice's platform rate limits. Deferred actions are picked up by the next scan; nothing is lost, and no state is written for an action that did not happen.
Planned start dates for changes are cached for up to 24 hours (including “no date set”). A planned start set shortly after a check can delay that change's planned-start warning until the cache refreshes. The age-based reminder and escalation settings do not use this cache and are unaffected.
Every action the app takes is a notification or a private note — safe to repeat. In the worst case (an action succeeds but saving its record fails) the next scan may repeat that one nudge; it never changes a ticket or an approval itself.
Escalation flags and names the backup approver; it does not reassign the approval and does not notify the backup approver directly — Freshservice's approvals API offers no way to do either.

What it reads — and what it never touches

Approval Nudge reads approval status, timestamps and user IDs only. It never reads or stores ticket or change content. The full details are in the Approval Nudge privacy policy; the terms of service cover licensing and billing.

Support

Questions, problems or feedback about Approval Nudge: email hello (at) ei-chan.com. We reply in English or Japanese. Please say which Freshservice account you installed the app on, and what you expected to happen — that makes the first reply useful.