Every 5 minutes

Post new Freshservice tickets to your IT channel

Every new ticket appears in your IT chat channel within a few minutes, so nobody has to refresh the queue.

Runs: Every 5 minutes
Apps: Freshservice
AI: Not needed
Access: agent read

Send this to your assistant

Create a ClickRuntime automation: every 5 minutes, check Freshservice for new tickets and post the subject, requester and priority of each one to #it-helpdesk in Slack with a link to the ticket.

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

Add to ChatGPT Add to Claude

First time? Adding ClickRuntime to your assistant takes about two minutes.

Why use it

Why teams use this automation

IT support often runs through Freshservice while the rest of the company lives in Slack. A new ticket for a locked-out executive or a broken laptop sits in the portal until an agent happens to refresh it. On a quiet afternoon that can be an hour, and the requester has no idea whether anyone has seen their problem.

New tickets are checked every 5 minutes. The run lists tickets updated since the last check, keeps only IDs it has not posted before, and sends each one to a Slack channel such as #it-support with its subject and requester. The latest position is saved so the next run starts from where this one ended.

It is especially handy for two- or three-person IT teams that do not sit next to each other and want to hear about tickets without keeping the Freshservice tab open. Anyone on call can also see the same alerts on their phone.

What you get out of it

First response gets faster
An agent sees the ticket in Slack within minutes of creation, and a quick acknowledgment is often enough to stop the requester from sending a second email or walking over to the desk.
Urgent requests do not wait for a refresh
Tickets about locked accounts or broken equipment are visible right away on the phone, so someone covering from home can pick them up without logging into the portal. Speed here is often what separates a happy requester from a frustrated one.
Every agent sees the same queue
Posting to a shared channel prevents two people working the same ticket in silence and lets teammates claim one with a quick reaction or reply. That cuts duplicated effort across the team considerably.
No ticket is announced twice
Saving which IDs have been posted keeps the channel clean even though the check looks at recently updated tickets, so people continue to trust that a message means something new.
Lightweight alternative to a heavy integration
A small team gets ticket visibility in the tool they already use without installing a marketplace app or granting broad Slack permissions to a third party. Setup takes minutes and needs no extra software license.

How it works

What happens, step by step

Every 5 minutes, ClickRuntime checks Freshservice for tickets it hasn't seen before.
Each new ticket is posted to your IT Slack channel with its number, subject, requester, priority and a link.
It remembers which tickets it has posted, so none appears twice.

Before it runs live

Connect Freshservice

What you get

RunsEvery 5 minutes

Post new Freshservice tickets to your IT channeltoday, 9:00Succeeded

Slack · #it-helpdesk#4821 VPN keeps disconnecting From Maya Lopez · High https://northwind.freshservice.com/a/tickets/4821

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

Act only on the items that match your own rules, and skip the rest
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.

new_ticket_alert_freshservice.pyexample

from clickruntime import on_trigger, credentials, http, state, notify, report_fetched

DOMAIN = "northwind"
PRIORITY = {1: "Low", 2: "Medium", 3: "High", 4: "Urgent"}

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):
    last_id = state.get("last_id")
    tickets = fs("GET", "tickets", params={"include": "requester", "order_type": "desc", "per_page": 50})["tickets"]
    new = [t for t in tickets if last_id is not None and t["id"] > last_id]
    report_fetched(len(new))
    if last_id is not None and not new:
        return {"summary": "Nothing new"}
    for t in sorted(new, key=lambda t: t["id"]):
        r = t.get("requester") or {}
        notify.slack(f"#{t['id']} {t['subject']}\nFrom {r.get('name', 'unknown')} · {PRIORITY.get(t['priority'])}\n"
                     f"https://{DOMAIN}.freshservice.com/a/tickets/{t['id']}", channel="#it-helpdesk")
    state.set("last_id", max([t["id"] for t in tickets] + [last_id or 0]))
    return {"new": len(new)}

FAQ

Common questions

Why does it check tickets updated since the last run?

Freshservice lets you filter by update time, which is a reliable way to catch everything that changed. The run then compares ticket IDs with the ones it has already announced, so only genuinely new tickets are posted.

Can it alert only on high priority tickets?

Yes. Ask for a filter such as urgent or high priority only, or for tickets from a certain group like Network. Everything else is simply skipped and never reaches Slack. Everything below that threshold simply stays in Freshservice.

What does each Slack message include?

Each message carries the ticket subject, the requester and a link back to the ticket in Freshservice. If you want extras like priority or category added to the text, that can be included in the message format.

What permissions does it need?

agent 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 checks. Checks that find nothing new 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.

Every 5 minutesAI