On a schedule

Post new Freshdesk tickets to Slack

Each new ticket shows up in Slack with its subject, requester and priority.

Runs: On a schedule
Apps: Freshdesk
AI: Not needed
Access: read

Send this to your assistant

Create a ClickRuntime automation: when a new Freshdesk ticket comes in, post the subject, requester email and priority to #support in Slack.

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

Not everyone who needs to know about a customer problem sits in the Freshdesk queue all day. A product manager wants to see bug reports as they come in, a founder wants to read the first messages from new customers, and an on-call engineer wants to know about outage tickets without opening a helpdesk. Without a feed in the tool they already use, those people check the queue now and then, and a serious ticket waits for the next time they remember to look.

Every few minutes, ClickRuntime lists the Freshdesk tickets created since its last run and posts each one to Slack with the subject, the requester and a link, then remembers the time of the newest ticket. Each ticket appears in the channel once, soon after the customer writes in.

It is helpful for small companies where support is shared among many people, not only a dedicated team.

What you get out of it

Give the whole team a view of customer pain
A channel post for each ticket lets engineers, product managers and founders see what customers write about, without needing Freshdesk logins or a habit of checking the queue. Support becomes a shared concern.
Speed up first responses
Agents who live in Slack see a new ticket within minutes. Claiming it with a reaction or a reply stops two people answering the same customer, and the customer hears back sooner.
Spot outages from the first ticket
The first customer message about an outage often arrives before any monitoring alert. Seeing it in a shared channel lets an engineer check the system while only a few customers have noticed.
Keep leadership close to customers
Founders who read the incoming tickets learn what confuses people and what they ask for. That knowledge shapes the product more reliably than quarterly summaries do. Direct contact with customers is a strong habit.
Avoid reprocessing the same tickets
The saved timestamp means a restart or a slow run never repeats old posts. The channel stays readable, and every message is a ticket that has not been shown before.

How it works

What happens, step by step

Every 5 minutes ClickRuntime checks Freshdesk for tickets created since its last check, so each ticket is posted only once.
For each new ticket it picks out the subject, the requester's email and the priority.
Each one is posted to your #support Slack channel as it comes in.

Before it runs live

Connect Freshdesk

What you get

RunsOn a schedule

Post new Freshdesk tickets to Slacktoday, 9:00Succeeded

Slack · #supportNew ticket #5830: Webhook retries failing From it@northwind.example · High

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 Freshdesk 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_notification_freshdesk.pyexample

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

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

@on_trigger
def run(event):
    key = credentials.secret("FRESHDESK_API_KEY")
    since = state.get("since") or datetime.now(timezone.utc).strftime("%Y-%m-%dT%H:%M:%SZ")
    tickets = http.get(f"https://{DOMAIN}.freshdesk.com/api/v2/tickets",
                       params={"updated_since": since, "include": "requester", "order_type": "asc"},
                       auth=(key, "X")).json()
    new = [t for t in tickets if t["created_at"] > since]
    report_fetched(len(new))
    if not new:
        return {"summary": "Nothing new"}
    for t in new:
        notify.slack(f"New ticket #{t['id']}: {t['subject']}\nFrom {t['requester']['email']} · {PRIORITY[t['priority']]}",
                     channel="#support")
    state.set("since", max(t["created_at"] for t in new))
    return {"posted": len(new)}

FAQ

Common questions

Can it post only urgent tickets?

Yes. Add a priority filter so that only high and urgent tickets are posted, or send them to a separate channel from the rest. Lower priority tickets can be left in the Freshdesk queue without any message.

How soon after a ticket arrives will it show in Slack?

The check runs on a short schedule, so a ticket usually appears within a few minutes. If you need it faster, the interval can be shortened, within the limits of how often Freshdesk allows API calls.

Does it include the customer's message?

The post can include the first lines of the ticket description, trimmed to keep the channel tidy. If your tickets contain private details, you can show only the subject and requester and leave the text in Freshdesk.

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 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.

On a schedule