Freshservice Ticket Automation

Introduction:
I need to automate processes within Freshservice, specifically to improve ticket management and ensure timely updates by part-time help desk staff. The key focus areas are automating ticket closure reminders, stale ticket nudges, and daily summary reports into Microsoft Teams. While the primary focus is Freshservice, I am open to considering integration with other tools or systems if necessary, such as our CRM or email platform.

Key Requirements:
• Automate ticket closure reminders (resolved tickets left open past 24 hours).
• Automate stale ticket nudges (no update for 48 hours).
• Automate end-of-shift summary reports into Microsoft Teams (new tickets, resolved tickets, oldest open tickets).
• Build automations using Freshservice Workflow Automator and Microsoft Teams connector.
• Potential integration with CRM or email system, though not mandatory.

Ideal Skills and Experience:
• Experience with Freshservice automation workflows.
• Proficiency in integrating Freshservice with Microsoft Teams (and optionally CRM/email).
• Strong understanding of ticket management processes, SLAs, and escalation workflows.