Weekly Freshdesk support performance digest in Slack

Build an agent workflow that runs on a cron trigger every Monday at 9am (in the workspace's local time zone) and posts a written weekly customer support performance digest from Freshdesk to a Slack leadership channel.

Inputs I want to configure when I launch the workflow:

- The Slack channel (name or ID) to post the digest into.

- Optional filters: Freshdesk group IDs, tags, product IDs, or ticket types to scope the report to a single team or product line. Default is all tickets.

- Optional list of Freshdesk agent IDs to highlight in the workload section (default: everyone active in the window).

What the agent should do each run:

1) Pull last week's ticket activity. Use Freshdesk List Tickets with updated_since set to 7 days ago to capture everything that moved during the window. Also fetch the prior 7-day window (14 to 7 days ago) so we can compare week over week. Paginate until done; respect rate limits.

2) Pull the current open backlog and SLA risk. Use Freshdesk Filter Tickets with a query for status open OR pending, and a second query for tickets that are overdue on first response or resolution (fr_escalated:true OR spam:false with due_by in the past). Cap the SLA-risk list at the top ~15 by priority and age.

3) Pull agent workload. Use Freshdesk List Time Entries filtered to the last 7 days (executed_after) to summarize hours logged per agent, and cross-reference with the tickets each agent resolved or is currently assigned to.

4) Compose a narrative report covering: (a) volume trends — total new, resolved, and closed tickets this week vs prior week, with % change and a one-line interpretation; (b) top categories/tags — most common tags or ticket types this week and any new ones that spiked; (c) SLA misses and aging tickets — how many missed first response or resolution SLA, and the oldest still-open tickets, each with a link; (d) agent workload distribution — hours logged and tickets closed per agent, flagging anyone overloaded or unusually light; (e) 2 to 3 concrete recommendations for the coming week (e.g., "reassign the 4 aging billing tickets off Sam who logged 22h", "add a macro for the shipping delay theme that appeared 11 times").

5) Post the report to Slack via Slack Bot Send a Message. Use Slack mrkdwn formatting: a bold title with the date range, section headings with emoji callouts (:chart_with_upwards_trend:, :rotating_light:, :bust_in_silhouette:, :bulb:), and clickable links back to the highest priority tickets in Freshdesk (link format: https://{subdomain}.freshdesk.com/a/tickets/{id}). Keep the whole message under Slack's message length limits; if it would overflow, post the recommendations and top tickets in the main message and put the long tables in a threaded reply.

Guardrails: if Freshdesk returns zero tickets updated in the last 7 days, still post a short "quiet week" message rather than failing silently. If Slack posting fails, retry once, then surface the error in the workflow run. Never mention ticket contents that include PII beyond what's already visible in Freshdesk to the report author.