Hello Freshworks team,
I would like to request an improvement on the On-call schedule module We rely on it daily and would love one enhancement that would remove a lot of manual work and scheduling errors.
Request summary:
Add native support for recurring on-call patterns that can repeat every X days, weeks, or months, while respecting a manually configured day-by-day plan and permanent delegation rules.
Concrete use case:
- Team of 5 covering a 7-day on-call, weekends and holidays included.
- We run a 35-day sequence where some people have two or more consecutive days not always in the same rotation order.
- The exact 35-day plan must repeat identically every 35 days.
Problem today:
- Schedules do not support repeating a custom, manually built pattern on a cycle such as every 35 days or every 5 weeks.
- The current rotation model prioritizes an automatically calculated order. In real life we often need the same person on consecutive days or irregular sequences that do not follow a simple rotation.
- Workarounds involve cloning blocks by hand and then manually adapt as the rotation order takes the priority, which is error-prone and time consuming.
Proposed solution:
- Recurrence engine: let admins define a cycle that repeats every N days, or every N weeks or months, with a start date and optional end date.
- Pattern-based planning: allow building a manual day-by-day assignment for one cycle where any agent can appear on any number of consecutive or non-consecutive days. The manual pattern is the source of truth. When the cycle repeats, the exact same assignments repeat in the same order and that order is copied when schedule is cloned.
- Rotation priority control: provide a setting to disable automatic rotation priority so the manual pattern is kept and used exactly as configured.
I would be happy to share examples if the request is unclear. Thanks for considering this. It would be a significant quality-of-life improvement for teams running complex, real-world on-call patterns.
Kind regards,
Christophe Doguet
