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Catch conflicting Freshdesk SLA targets before a deadline slips
For support operations teams who want their SLA policies checked against live urgent and high priority tickets, by asking their AI assistant.
On this page
Connector
Connect Freshdesk, pick your AI tool and paste the prompt.
The problem
SLA conflicts stay hidden until an urgent ticket misses
Freshdesk SLA policies are reviewed by clicking through admin pages, so two defaults or a response target longer than the resolve target can sit there unnoticed. You find out when an urgent ticket blows its deadline.
Without PopdockAI
- Click into each SLA policy in the admin pages
- Write down targets per priority to compare them
- Miss a second default or an inverted target
- Learn about it from a breached urgent ticket
With PopdockAI
- Every policy is read and checked for known conflicts
- Urgent and high targets are compared against each other
- Open urgent and high tickets are checked against their targets
- It recommends changes and edits no policy or ticket
The prompt
Use this prompt
Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.
**Objective:** Audit the SLA policies and check them against current urgent and high priority tickets.
**Step 1: Read the policies**
Call `freshdesk-get-sla-policies`. Note which are `active` and which is `default`. Flag: no active policy, more than one default, response targets longer than resolve targets, and urgent targets that are not shorter than high targets.
**Step 2: Sample the tickets**
Call `freshdesk-get-tickets` for Urgent and High priority tickets that are not Resolved or Closed. For each, compare `created-at` and `due-by` against the matching policy target and flag tickets whose `due-by` is later than the target allows.
**Step 3: Report**
Policy table, issues found, tickets that look out of line with a policy, and recommended changes. Recommendations only.
**Rules & Guidelines:**
* Never call any write tool: `freshdesk-add-ticket`, `freshdesk-update-ticket`, `freshdesk-delete-ticket`, `freshdesk-add-ticket-note`, `freshdesk-reply-to-ticket`, `freshdesk-add-contact`, `freshdesk-update-contact`, `freshdesk-delete-contact`, `freshdesk-add-company`, `freshdesk-update-company`, `freshdesk-delete-company`, `freshdesk-add-group`, `freshdesk-update-group`, `freshdesk-delete-group`, `freshdesk-add-time-entry`, `freshdesk-update-time-entry` or `freshdesk-delete-time-entry`. This job is read-only.
* Do not guess a policy a ticket belongs to; say when the data does not tell you.
**Validation:**
* If no policies return, say so and stop.Who it's for
One answer, three teams that use it
Freshdesk admins
Find broken SLA settings in one review
No active policy, two defaults or targets in the wrong order are flagged with a recommended fix, without opening each policy page.
Review our Freshdesk SLA policies and tell me if any targets conflict or if we have more than one default.
Support managers
See which urgent tickets are already out of line
Open urgent and high tickets are checked against their targets, so you can step in before a customer notices the miss.
Which open urgent Freshdesk tickets look out of line with our SLA targets right now?
Customer success leaders
Check the promises in contracts are configured
A policy table shows the real response and resolve targets per priority, so you can confirm they match what customers were promised.
Show me a table of our Freshdesk SLA response and resolve targets by priority for each active policy.
How it works
What PopdockAI does when you ask
You ask for a review and your AI assistant reads every SLA policy, then checks the open urgent and high priority tickets against them. It says when it cannot tell which policy a ticket uses, and changes nothing.
01
Ask
You ask for a review of your SLA policies.
02
Read
It reads every policy and notes which are active and which is the default.
03
Compare
It checks open urgent and high tickets against the matching targets.
04
Report
You get a policy table, the issues, tickets out of line and recommendations.
What PopdockAI provides
The tools behind the answer
Ready made tools for Freshdesk and one secure connection to your AI tool. No code, no exports.
freshdesk-get-sla-policies
freshdesk-get-tickets
This report is built from Get data tools only. PopdockAI applies the row, field and parameter rules your admin sets, and every query is written to the audit trail.
The outcome
SLA settings you can trust before the next urgent ticket
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One prompt template with infinite possibilities.
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