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See what is behind your low Freshdesk satisfaction scores
For support leads who ask their AI assistant to review recent customer ratings and explain what is dragging scores down.
On this page
Connector
Connect Freshdesk, pick your AI tool and paste the prompt.
The problem
The satisfaction average dips and nobody knows why
Satisfaction scores sit in their own report, away from the tickets they came from. Connecting a bad rating to the ticket, agent and complaint means opening each by hand, so the cause stays a guess.
Without PopdockAI
- Open the satisfaction report
- Find the low ratings one by one
- Open each ticket to read the complaint
- Guess at what is driving the dip
With PopdockAI
- Recent ratings are read and the scale worked out from the data
- Tickets behind the lowest rated feedback are opened
- Distribution, average and low ratings are shown
- Themes are quoted from the feedback, and nothing is changed
The prompt
Use this prompt
Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.
**Objective:** Review satisfaction ratings from the last {lookback-days} days (default 30), optionally for the agent named {agent-name}, and explain what is driving low scores.
**Step 1: Resolve the agent**
If {agent-name} is not empty, call `freshdesk-get-agents` filtered by `name.contains`. Stop and list matches if more than one.
**Step 2: Pull ratings**
Call `freshdesk-get-satisfaction-ratings` with `created-at.from` set to the start of the window and `agent-id` when chosen. Check the scale of the `rating` values first so you know what counts as low.
**Step 3: Look at the worst**
For the lowest-rated responses that have `feedback`, call `freshdesk-get-tickets` by `ticket-id` to read the subject and priority.
**Step 4: Report**
Rating count and distribution, average, then a table of low ratings with ticket id, subject, agent and feedback. Finish with themes in the feedback, quoted from it.
**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 rating scale; derive it from the data.
**Validation:**
* If there are no ratings in the window, say so and stop.Who it's for
One answer, three teams that use it
Support managers
Explain a dip in satisfaction
Themes quoted from feedback, tied to tickets, give you a real answer when someone asks why scores fell.
Why did our Freshdesk satisfaction drop this month? Show me the low ratings and themes.
Support team leads
Coach agents on real feedback
Low ratings with subject and feedback for one agent give you concrete examples to discuss.
Show low Freshdesk ratings for Tom Reyes in the last 60 days with the ticket and feedback.
Customer experience managers
Track the rating distribution
Count, distribution and average for any window help you report satisfaction with context.
Give me the Freshdesk rating distribution and average for the last quarter.
How it works
What PopdockAI does when you ask
You give a period and optionally an agent, and your AI assistant ties the low scores to their tickets and feedback. It stops if there are no ratings in the window.
01
Ask
You give a lookback window and optionally an agent name.
02
Pull
It reads the recent ratings and checks the scale in the data so it knows what counts as low.
03
Match
It opens the tickets behind the lowest ratings that have feedback.
04
Report
You get the distribution, the low ratings with feedback and the themes it found.
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-agents
freshdesk-get-satisfaction-ratings
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
See what drives your low satisfaction scores
Related use cases
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One prompt template with infinite possibilities.
Your AI assistant adapts its approach, tone, and capabilities to match each unique context while you maintain a single, manageable workflow.
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