Daily
Get a morning count of open and overdue tickets
Each morning you see how many tickets are open and how many are past due, broken down by group.
- Runs
- Daily
- Apps
- Freshservice
- AI
- Not needed
- Access
- read
Send this to your assistant
Create a ClickRuntime automation: every weekday at 7:30am, email me how many Freshservice tickets are open and how many are overdue, grouped by agent group.
First time? Adding ClickRuntime to your assistant takes about two minutes.
Why use it
Why teams use this automation
Service desk leads in Freshservice are usually asked the same two questions by managers: how many tickets are open right now, and how many are past their due date. Answering means opening filters, switching between groups such as Network, Applications and Service Desk, and counting. Overdue tickets in one group can sit unnoticed for days because nobody owns the overall picture.
Each morning on a daily schedule, tickets are filtered by status and due_by date, counted per group, and emailed as a short table of open and overdue totals. The email lands before stand-up, so the team sees which group is falling behind while there is still a full working day to fix it.
Suits IT managers and operations leads who report on service levels and want a dependable daily snapshot without building a dashboard.
What you get out of it
Overdue tickets have a daily witness
When the overdue count for a group is in an email every morning, it is hard for it to grow quietly, and the group lead is asked about it before the SLA is breached further.
Workload is compared across groups
Seeing open counts side by side shows that Network has 30 tickets and Applications has 6, which supports moving people or rebalancing assignments with evidence rather than opinion. Managers can then justify moving staff between groups.
Stand-up begins with facts
The team opens the same numbers together, so the meeting skips the usual argument about how bad the backlog is and goes straight to which tickets to tackle. Time at stand-up goes to fixing tickets instead.
A trail of daily counts
Each day's email is a dated record of the backlog, handy when you need to show leadership that the queue grew after a product launch or shrank after a hire.
Nobody has to build a dashboard
A leader without admin time for reports gets the key counts anyway, in the inbox they already read, with no extra tool for the team to learn. The report simply appears each day without upkeep.
How it works
What happens, step by step
Every morning, ClickRuntime pulls the open tickets from Freshservice.
It counts them by group and checks which are past their due date.
You get an email with the totals in the subject and a line per group showing open and overdue tickets.
Before it runs live
- Connect Freshservice
What you get
Build your own
Need it to work differently?
Your own rules
Conditions, thresholds, filters and exceptions, written the way you'd explain them to a colleague.
Any number of apps
One automation can read from one app and update several others. Over 248 apps are ready, and anything with an API works too.
AI where it helps
Summaries, classification, extraction and drafts use ClickRuntime's built-in AI, with no extra key.
On a schedule or on each event
Runs as often as every 5 minutes, or the moment an app sends an event, and keeps track of what it already handled.
Changes you can ask for
- Run it at a different time, more or less often, or only on weekdays
- Add an AI step, for example to summarize, sort or draft a reply
- Add another app, for example also send it to Slack
- Combine it with other Freshservice steps into one automation
Under the hood
The code that runs this automation
from collections import Counter
from datetime import datetime, timezone
from clickruntime import on_trigger, credentials, http, notify
DOMAIN = "northwind"
def fs(method, path, **kw):
resp = http.request(method, f"https://{DOMAIN}.freshservice.com/api/v2/{path}",
auth=(credentials.secret("FRESHSERVICE_API_KEY"), "X"), **kw)
resp.raise_for_status()
return resp.json()
@on_trigger
def run(event):
groups = {g["id"]: g["name"] for g in fs("GET", "groups", params={"per_page": 100})["groups"]}
now = datetime.now(timezone.utc).strftime("%Y-%m-%dT%H:%M:%SZ")
open_, overdue, page = Counter(), Counter(), 1
while True:
batch = fs("GET", "tickets/filter", params={"query": '"status:2"', "page": page})["tickets"]
for t in batch:
name = groups.get(t.get("group_id"), "Unassigned")
open_[name] += 1
overdue[name] += bool(t.get("due_by") and t["due_by"] < now)
if len(batch) < 30:
break
page += 1
lines = [f"{g}: {n} open, {overdue[g]} overdue" for g, n in open_.most_common()]
notify.email_me(f"Freshservice: {sum(open_.values())} open, {sum(overdue.values())} overdue", "\n".join(lines))
return {"open": sum(open_.values())}FAQ
Common questions
What counts as overdue in the report?
Can I get separate emails for each group?
Does the report include tickets with Pending status?
What permissions does it need?
Does it need AI?
How many runs does it use?
Can I change how it works?
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