Agent Workload Balancing
A cron job every hour checks how many tickets each agent has open in Freshdesk. If anyone is over threshold, the agent rebalances new assignments or pings the group lead for approval.
Conversation example
Counting open tickets per agent in Tier 1 group...
Workload report — Tier 1 - @nadia: 14 open (target ≤ 10) OVER - @priya: 11 open (target ≤ 10) OVER - @marcus: 8 open - @tom: 7 open - @anika: 6 open Rebalancing: moved 3 tickets from Nadia to Anika (same specialty: billing), and 2 from Priya to Tom. Affected tickets: #24588, #24601, #24618, #24622, #24630 Pinged the group on WhatsApp — updates reflected in Freshdesk.
More Freshdesk use cases
Instant Freshdesk Priority Ticket Alerts
Every new Freshdesk ticket with Urgent or High priority fires a webhook. The agent formats the subject, requester, and SLA target and posts it to your support WhatsApp group in real time.
Freshdesk SLA Monitoring Cron
Every 10 minutes the agent scans all open Freshdesk tickets and flags any that are within 30 minutes of missing their SLA — first response or resolution. Alerts go to the assigned agent on WhatsApp.
Automatic Knowledge Base Suggestions
When a new ticket lands, the agent searches the Freshdesk knowledge base for relevant articles and posts them as a private note — giving agents an instant head start on the reply.
Freshdesk CSAT Tracking with Alerts
The agent reads every Freshdesk CSAT response as it lands, scores sentiment, and flags any Dissatisfied or Very Dissatisfied rating to WhatsApp with the ticket history attached.
Daily Freshdesk Ticket Trends Report
Every morning the agent pulls yesterday's ticket volume, top categories, avg resolution time, and any notable spikes, and delivers a clean WhatsApp report to the support lead.
Deploy this in minutes
Create a LunoGen agent, connect Freshdesk, and start running this workflow from WhatsApp today.