Weekly Freshdesk support performance digest in Slack

Every Monday at 9am, post a written weekly Freshdesk support report to your leadership Slack channel with trends, SLA misses, and next-week actions.

Agentic Task
FreshdeskSlack BotCustomer SupportOperationsAI ReportsDaily DigestsNotifications & Alerts
PromptCreate

Build an agent workflow that runs on a cron trigger every Monday at 9am (in the workspace's local time zone) and posts a written weekly customer support performance digest from Freshdesk to a Slack leadership channel.

Inputs I want to configure when I launch the workflow:

- The Slack channel (name or ID) to post the digest into.

- Optional filters: Freshdesk group IDs, tags, product IDs, or ticket types to scope the report to a single team or product line. Default is all tickets.

- Optional list of Freshdesk agent IDs to highlight in the workload section (default: everyone active in the window).

What the agent should do each run:

1) Pull last week's ticket activity. Use Freshdesk List Tickets with updated_since set to 7 days ago to capture everything that moved during the window. Also fetch the prior 7-day window (14 to 7 days ago) so we can compare week over week. Paginate until done; respect rate limits.

2) Pull the current open backlog and SLA risk. Use Freshdesk Filter Tickets with a query for status open OR pending, and a second query for tickets that are overdue on first response or resolution (fr_escalated:true OR spam:false with due_by in the past). Cap the SLA-risk list at the top ~15 by priority and age.

3) Pull agent workload. Use Freshdesk List Time Entries filtered to the last 7 days (executed_after) to summarize hours logged per agent, and cross-reference with the tickets each agent resolved or is currently assigned to.

4) Compose a narrative report covering: (a) volume trends — total new, resolved, and closed tickets this week vs prior week, with % change and a one-line interpretation; (b) top categories/tags — most common tags or ticket types this week and any new ones that spiked; (c) SLA misses and aging tickets — how many missed first response or resolution SLA, and the oldest still-open tickets, each with a link; (d) agent workload distribution — hours logged and tickets closed per agent, flagging anyone overloaded or unusually light; (e) 2 to 3 concrete recommendations for the coming week (e.g., "reassign the 4 aging billing tickets off Sam who logged 22h", "add a macro for the shipping delay theme that appeared 11 times").

5) Post the report to Slack via Slack Bot Send a Message. Use Slack mrkdwn formatting: a bold title with the date range, section headings with emoji callouts (:chart_with_upwards_trend:, :rotating_light:, :bust_in_silhouette:, :bulb:), and clickable links back to the highest priority tickets in Freshdesk (link format: https://{subdomain}.freshdesk.com/a/tickets/{id}). Keep the whole message under Slack's message length limits; if it would overflow, post the recommendations and top tickets in the main message and put the long tables in a threaded reply.

Guardrails: if Freshdesk returns zero tickets updated in the last 7 days, still post a short "quiet week" message rather than failing silently. If Slack posting fails, retry once, then surface the error in the workflow run. Never mention ticket contents that include PII beyond what's already visible in Freshdesk to the report author.

Additional information

What does this prompt do?
  • Pulls the last 7 days of Freshdesk ticket activity every Monday morning and compares it against the prior week
  • Writes a narrative digest covering ticket volume trends, top categories, SLA misses, aging backlog, and how workload is split across agents
  • Ends the report with 2 to 3 concrete recommendations for the coming week, then posts it into your leadership Slack channel with headings, callouts, and links to the highest priority tickets
What do I need to use this?
  • A Freshdesk account with API access for the agent role you want the report to see
  • A Slack workspace where the General Input bot can post into your leadership channel
  • The name of the Slack channel that should receive the digest and, optionally, the tags or ticket categories you care most about
How can I customize it?
  • Change the schedule (for example daily at 8am, or Friday afternoons) or the reporting window (7 days, 14 days, month to date)
  • Point it at a different Slack channel, or split the report so leadership gets a summary and each team lead gets their own agent workload breakdown
  • Tune what the narrative focuses on, such as SLA breaches only, VIP customer tickets, a specific product line, or tickets tagged as bugs versus feature requests

Frequently asked questions

Do I need Freshdesk Analytics or a specific plan for this to work?
No. This workflow reads tickets and time entries directly from your Freshdesk account using your standard API key, so it works on any Freshdesk plan without the paid Analytics add-on. If your plan has lower API rate limits, the workflow may take a little longer to gather a week of data but still produces the same report.
Where does the report get posted, and can I change the channel later?
The report is sent to a Slack channel of your choice by a General Input bot. You pick the channel when you set the workflow up, and you can change it at any time by editing the workflow. The bot needs to be a member of the channel, or have permission to post to public channels.
Can the digest cover just one product, region, or team?
Yes. Tell the workflow which Freshdesk tags, groups, ticket types, or agents to focus on and it will scope the whole report to that slice. You can also run more than one copy of the workflow, one per team, each posting to a different channel.
What if we do not use SLAs in Freshdesk?
The workflow still works. It falls back to reporting on aging tickets (open longest, no reply in N days) and any first response delays it can see. You can tell it up front to skip SLA sections entirely if they are not meaningful for your team.
Will it link back to individual tickets in Slack?
Yes. The Slack message includes clickable links to the highest priority tickets that need attention, so leadership or the on-call lead can jump straight into Freshdesk from the digest.

Related templates

Braintree
Slack Bot

Daily Braintree declined-payment recovery digest to Slack

Every weekday at 8am, your billing team gets a Slack rundown of yesterday's failed Braintree charges, the revenue at risk, and who to chase first.

5d ago

Agentic Task
Prompt
Azure DevOps
Slack Bot

Weekday Azure DevOps sprint standup digest in Slack

Every weekday morning, roll up your sprint's work items into a clear per-person standup summary and post it to your team's Slack channel before you meet.

5d ago

Agentic Task
Prompt
Braintree
Zendesk
Slack Bot

Track new Braintree disputes before the deadline slips

Every three hours we scan Braintree for new disputes and chargebacks, open a tracked ticket with a tailored evidence checklist, and alert your team in Slack before the response deadline slips.

5d ago

Agentic Task
Prompt
Databricks
Slack Bot

Daily Databricks data health check with Slack alerts

Every weekday morning we check your most important Databricks tables for freshness and data problems, and ping Slack only when something actually looks wrong.

5d ago

Agentic Task
Prompt
Have I Been Pwned
Slack Bot

Monday morning employee breach exposure briefing in Slack

Every Monday, automatically find which employee accounts on your company domain turned up in data breaches and get a plain-English briefing in Slack.

5d ago

Agentic Task
Prompt
Azure DevOps
Slack Bot

Instant Slack alert when an Azure DevOps build fails

When a pipeline build fails, we post a tight Slack card naming who pushed, the likely cause, and a link to the build so on-call can triage in seconds.

5d ago

Agentic Task
Prompt

Stop hand-writing the weekly support update.

Connect Freshdesk and Slack once, and Geni posts a written weekly performance digest to your leadership channel every Monday morning.

Explore more promptsCreate