On a schedule

See what each agent resolved this week

A Friday table of tickets assigned to and resolved by each agent.

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

Send this to your assistant

Create a ClickRuntime automation: every Friday at 4pm, email me a table of Freshdesk tickets assigned and resolved per agent this week.

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

A support lead who has to answer who is doing well and who is overloaded usually has only impressions. Freshdesk reports can show agent numbers, but they need setting up, and they rarely line up with the week as the team experienced it. Without a plain summary, one agent quietly closes forty tickets while another keeps ten open for days, and neither fact reaches the one-to-one conversation where it would help.

Every week, ClickRuntime lists the agents, searches the tickets updated in the past seven days, groups them by responder and status, and emails you a table of what each agent resolved and what remains open. It reads straight from tickets, so there is no separate report to maintain.

It is helpful for team leads preparing one-to-ones and for managers who report on support output.

What you get out of it

Prepare real one-to-ones
A table of what each agent resolved this week gives you facts to discuss. Conversations about workload and difficult tickets start from numbers, not from memory and opinion. Specific examples make feedback easier to hear.
Notice uneven workloads
If one agent's open count keeps rising while others finish quickly, you can rebalance assignments. Burnout and slow replies often start with a lopsided queue. Rebalancing early prevents frustration. Fair workloads keep agents.
Recognize strong work
Agents who quietly resolve many tickets are easy to overlook. A weekly table makes their contribution visible and gives you a reason to say thank you. Appreciation is cheap and effective.
Plan coverage and hiring
Several weeks of tables show total volume and who handles it. When the numbers outgrow the team, you have evidence to ask for another hire. Data makes budget conversations easier. Evidence beats instinct.
Avoid building a custom report
Setting up reports in Freshdesk takes time, and they need upkeep as the team changes. A scheduled table that uses the live list of agents adapts when people join or leave. Maintenance disappears.

How it works

What happens, step by step

Every Friday afternoon ClickRuntime looks at the Freshdesk tickets updated since Monday.
For each agent it counts the tickets assigned to them and how many of those are resolved or closed.
You get an email with a simple table, one line per agent, busiest first.

Before it runs live

Connect Freshdesk

What you get

RunsOn a schedule

See what each agent resolved this weektoday, 9:00Succeeded

Email · Tickets per agent this weekMaya 38 assigned 35 resolved Theo 29 assigned 24 resolved

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 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.

weekly_agent_performance_report.pyexample

from collections import Counter
from datetime import date, timedelta
from clickruntime import on_trigger, credentials, http, notify

DOMAIN = "acme"

@on_trigger
def run(event):
    key = credentials.secret("FRESHDESK_API_KEY")
    base = f"https://{DOMAIN}.freshdesk.com/api/v2"
    agents = {a["id"]: a["contact"]["name"] for a in http.get(f"{base}/agents", auth=(key, "X")).json()}
    monday = (date.today() - timedelta(days=date.today().weekday())).isoformat()
    assigned, resolved = Counter(), Counter()
    for page in range(1, 11):
        r = http.get(f"{base}/search/tickets", params={"query": f"\"updated_at:>'{monday}'\"", "page": page},
                     auth=(key, "X")).json()["results"]
        for t in r:
            assigned[t["responder_id"]] += 1
            if t["status"] in (4, 5):
                resolved[t["responder_id"]] += 1
        if len(r) < 30:
            break
    lines = [f"{agents.get(a, 'Unassigned'):<20} {n:>4} assigned {resolved[a]:>4} resolved" for a, n in assigned.most_common()]
    notify.email_me("Freshdesk tickets per agent this week", "\n".join(lines))
    return {"agents": len(assigned)}

FAQ

Common questions

What does the table show for each agent?

The agent's name, the number of tickets they resolved or closed in the week, and the number still open. Other columns, such as tickets waiting on the customer, can be added from Freshdesk's status values.

Does it measure speed or quality?

This report counts tickets by status. Response time and customer satisfaction come from other fields, such as first response time and ratings, which can be added if you want a fuller picture of each agent.

Is it fair to rank agents by tickets resolved?

Counts can mislead because tickets differ in difficulty. Treat the table as a starting point for a conversation, and consider adding priority or type columns so hard tickets are visible alongside easy ones. Context matters as much as counts.

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 (on a schedule). 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.

Daily