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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.

Paste it into your assistant. It tells you what it will send or change before it runs live.

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

  1. Every morning, ClickRuntime pulls the open tickets from Freshservice.

  2. It counts them by group and checks which are past their due date.

  3. 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

RunsDaily
Get a morning count of open and overdue ticketstoday, 9:00Succeeded
Email · Freshservice: 37 open, 6 overdueService Desk: 21 open, 4 overdue Network: 9 open, 2 overdue Unassigned: 7 open, 0 overdue

Build your own

Need it to work differently?

This template is a starting point. Copy the prompt and change it, or describe a different automation from scratch, with your own conditions, more apps or an AI step. Your assistant writes it, tests it and runs it on ClickRuntime.
  • 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

This is the Python script that runs each time the automation starts. Your AI assistant writes it for you when you send the prompt, and you allow each step in your assistant. To change how the automation works, describe the change to your assistant and it updates the script for you. For every function it can use, see the script reference.
daily_open_tickets_report.pyexample
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?
A ticket is counted as overdue when its due_by date has passed and it is still not resolved or closed. Tickets with no due date are included in the open count but cannot be overdue, since Freshservice has no deadline to compare.
Can I get separate emails for each group?
Yes. Rather than a single combined table, the same counts can be sent as one email per group to each group lead. You describe the recipients to your AI assistant and approve the updated version.
Does the report include tickets with Pending status?
It follows the statuses you choose when setting it up. Many teams count Open and Pending together and exclude Resolved and Closed, but you can count Pending on its own if you want to see tickets waiting on requesters.
What permissions does it need?
read. Nothing else in your accounts is used.
Does it need AI?
No. It runs without AI, so it doesn't use your plan's AI allowance.
How many runs does it use?
One run each time it runs (daily). Checks that find nothing to do and stop right away aren't counted.
Can I change how it works?
Yes. Describe the change to your AI assistant, for example a different schedule, channel or filter. It updates the automation, tests it and tells you what changed.

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