Automated Freshservice Ticket Trend Analysis
Every Monday, WebRun opens Freshservice, reads the tickets closed and raised in the last seven days, groups them into recurring themes by subject and category, logs the counts against previous weeks in Airtable, and writes a Notion page naming the issues worth fixing at the root instead of ticket by ticket.
How do I find the IT issues that generate the most repeat tickets?
WebRun reads every Freshservice ticket from the past week each Monday and groups them into recurring themes by subject and category. It logs the counts and agent time in Airtable to build a trend, then writes a Notion page ranking the issues worth fixing at the root rather than one ticket at a time.
- The five issues eating the most agent time are named every Monday
- Growing themes are flagged before they become the whole queue
- Trend history builds itself in Airtable week after week
Built for IT managers · service desk leads · internal support teams · MSPs
What does WebRun do on every run?
The exact actions WebRun takes, in order - in plain language, so you can adjust anything.
-
WebRun signs in and gets to work
Opens
www.freshservice.comin a real browser with your saved login - no setup, no API keys. -
1
Freshservice - read last week's tickets
freshservice.com
WebRun opens Freshservice to read last week's tickets. - Open Freshservice and list every ticket raised or closed in the last seven days
- Capture the subject, the category, the requester group, and the time to resolution for each
- Group tickets into themes where the subject and category repeat, such as password resets or a specific application failing
- Count the tickets in each theme and note the total agent time they consumed
Done when Last week's tickets are grouped into named themes with a count and a time cost each.
-
2
Airtable - log theme counts over time
airtable.com
WebRun opens Airtable to log theme counts over time. - Open your ticket themes base in Airtable
- Add this week's count and time cost for each theme as a new dated row
- Match themes to their existing record so the trend line continues rather than restarting
- Flag any theme whose count has grown for three weeks running
Done when Airtable holds this week's counts for every theme, with growing themes flagged.
-
3
Notion - write the root cause list
notion.so
WebRun opens Notion to write the root cause list. - Open your IT operations page in Notion and add a dated entry
- List the top five recurring themes with their ticket count and total agent time
- Note which themes are growing and which have shrunk since last week
- Suggest the obvious root-cause candidate for each, and leave the decision to the team
Done when Notion has a dated page ranking last week's recurring IT issues.
How is each run configured?
Secure by default
Connect once, stays signed in
WebRun signs in once and keeps each session in a persistent environment, so every run picks up right where it left off.
Every action is checked against this policy before it runs.
Questions, answered
Will it reply to tickets or change their status?
No. WebRun reads tickets in Freshservice and never replies to a requester, changes a status, merges tickets, or edits a record. Everything it writes goes to your own Airtable base and Notion page.
How does it decide what counts as a repeat theme?
It groups tickets whose subject and category say the same thing in different words, then names the theme in plain language. Themes you rename in Airtable are respected on the next run.
Does it include personal details from tickets?
No. It reports theme names, counts, and time totals. Requester names and ticket bodies stay in Freshservice and are not copied into the Notion page.
Related templates
Put this on autopilot.
Turn it on in minutes - or have our team set it up for you.