Freshdesk Agent that automates tickets breaching SLA and oldest unanswered
Customer support freshdesk.com
A ready-made Katteb Agent for Freshdesk that inspects your inbox, flags tickets close to or past SLA, and drafts replies for the oldest items. It is built for support leads and agents who need a daily triage report and prepared private replies.
What a Freshdesk agent does
The jobs people usually do here by hand. Tap one in the app and it becomes a plan.
- Open Freshdesk and list the tickets breaching SLA or unanswered for more than a day.
- Summarise today's Freshdesk tickets by category and flag the urgent ones.
- Draft replies to the 5 oldest open Freshdesk tickets and save them as private notes.
Anything else you would do in this site by hand can be described in your own words: the planner turns it into a plan you approve before it runs.
What people use it for
Find SLA breaches and long unanswered tickets
The agent opens your Freshdesk portal and lists tickets that are breaching SLA or have been unanswered for more than 24 hours, with ticket IDs, priority, assignee, and due times. This gives support leads a single list to reassign or escalate without manual searching.
Summarize today’s tickets and flag urgents
It scans tickets created or updated today, groups them by category or custom fields, and highlights those with urgent priority or likely SLA risk. The summary helps shift leads and on‑call agents see volume by category and pick the highest risk threads first.
Draft replies for the oldest open tickets
The agent drafts tailored replies for the five oldest open tickets and saves them as private notes in Freshdesk so agents can review and send. This reduces first-response time and gives consistent starter messages for recurring issues.
Why it is worth it
- See only tickets that need immediate attention
- Reduce time-to-first-reply with prewritten private notes
- Keep SLA dashboards under control with an actionable list
- Get category breakdowns for daily standups or shift handovers
Questions people ask
How does the agent access our Freshdesk account?
You sign in once inside a private Chrome browser provided by Katteb; the agent works through that browser and never receives your password. The agent will stop if any site asks for multi-factor confirmation.
Can the agent change ticket status or reply on our behalf?
No. The agent clicks, reads and types inside the browser like a person and can save replies as private notes or prepare messages, but it will not send replies unless an agent reviews and sends them. This avoids unsupervised sends and reduces risk of account restriction.
Will running the agent affect our Freshdesk billing or apps?
The agent uses your existing web UI and fields; it does not call Freshdesk APIs or install apps. Each run consumes a Katteb agent credit on your plan and only performs the browser actions you approve. Be aware that automated activity in third‑party accounts can carry a restriction risk, so we recommend testing on a small set first.
