On a schedule

Get a weekly Freshdesk CSAT email

Each Monday you get the number of ratings, the share that was positive and every negative comment.

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

Send this to your assistant

Create a ClickRuntime automation: every Monday at 8am, email me last week's Freshdesk CSAT: total ratings, percentage positive, and the negative comments with ticket links.

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

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

Why use it

Why teams use this automation

Customer satisfaction scores are one of the few measures that tell you how support feels from the outside. Freshdesk collects ratings, but the numbers sit in a survey report that few people open. A drop from ninety percent positive to eighty-two happens over two or three weeks, and by the time someone sees the chart, the cause, such as a new process or a missing agent, is hard to trace. The comments that explain the drop are scattered across tickets.

Every week, ClickRuntime fetches the ratings from the last seven days, counts them by type, works out the percentage that were positive, lists the comments from negative ratings, and emails you the summary. The number and the reasons behind it arrive together. Both move in the same email.

It suits support leads and founders who review satisfaction at a regular weekly meeting.

What you get out of it

Spot a decline within a week
A weekly percentage makes a slide visible while it is small. You can look into what changed, such as a new product release or staffing gap, while the cause is still fresh.
Understand why scores moved
Negative comments are listed under the number. You learn that customers were unhappy about delivery times or about being transferred, not just that satisfaction fell. Context turns a number into a plan.
Run a better weekly review
Opening the meeting with a short email gives the team one shared view. People spend their time on fixes, not on assembling charts from different tabs. Meetings stay short and focused.
Show the impact of improvements
After you change a process, the next weeks' scores show whether it worked. Evidence of improvement is also good for team morale. Visible progress is motivating for agents. Wins deserve to be seen.
Report satisfaction to leadership easily
The email contains a clear figure and a few quotes that leaders understand. Forwarding it takes seconds and keeps support visible in management conversations. Support gains credibility. Leaders then ask better questions.

How it works

What happens, step by step

Every Monday morning ClickRuntime collects the Freshdesk satisfaction ratings from the last 7 days.
It counts the ratings and works out what share were positive.
It gathers every negative comment with a link to its ticket.
You get one email with the total, the positive percentage and the list of negative comments.

Before it runs live

Connect Freshdesk

What you get

RunsOn a schedule

Get a weekly Freshdesk CSAT emailtoday, 9:00Succeeded

Email · Freshdesk CSAT last weekRatings: 128 · Positive: 91% Negative: "Waited 2 days for a reply" https://acme.freshdesk.com/a/tickets/5711

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_csat_report.pyexample

from datetime import datetime, timedelta, timezone
from clickruntime import on_trigger, credentials, http, notify

DOMAIN = "acme"

@on_trigger
def run(event):
    key = credentials.secret("FRESHDESK_API_KEY")
    since = (datetime.now(timezone.utc) - timedelta(days=7)).strftime("%Y-%m-%dT%H:%M:%SZ")
    ratings = http.get(f"https://{DOMAIN}.freshdesk.com/api/v2/surveys/satisfaction_ratings",
                       params={"created_since": since, "per_page": 100}, auth=(key, "X")).json()
    scores = [r["ratings"].get("default_question", 0) for r in ratings]
    positive = sum(1 for s in scores if s > 0)
    pct = positive / len(scores) * 100 if scores else 0
    negative = [f"- {r.get('feedback') or '(no comment)'}  https://{DOMAIN}.freshdesk.com/a/tickets/{r['ticket_id']}"
                for r in ratings if r["ratings"].get("default_question", 0) < 0]
    notify.email_me("Freshdesk CSAT last week",
                    f"Ratings: {len(scores)}\nPositive: {pct:.0f}%\n\nNegative comments:\n" + ("\n".join(negative) or "None"))
    return {"ratings": len(scores), "positive_pct": round(pct)}

FAQ

Common questions

How is the percentage positive calculated?

It is the number of positive ratings divided by all ratings received in the seven days. Neutral ratings count in the total, so if you prefer to leave them out, the calculation can be changed to match your own definition.

What if there were very few ratings this week?

Small samples swing wildly, so the email shows the counts as well as the percentage. Five ratings with one negative is not the same as a trend. You can compare with the previous four weeks to put it in context.

Do comments from positive ratings appear too?

By default only negative comments are listed, since they are the ones that need attention. You can also include positive comments to share with the team, which is a nice way to recognize good work.

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.

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