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skills/freshservice-manager/SKILL.md

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+---
+name: freshservice-manager
+description: Manage Freshservice tickets, approvals, and get team performance reports across all workspaces
+triggers:
+  - "freshservice"
+  - "ticket"
+  - "helpdesk"
+  - "what happened in freshservice"
+  - "tech team metrics"
+  - "daily summary"
+  - "weekly summary"
+  - "approvals"
+  - "assign to"
+  - "add note to ticket"
+  - "close ticket"
+allowed-tools: Read, Bash
+version: 0.1.0
+---
+
+# Freshservice Manager Skill
+
+## Configuration
+
+- **Domain**: psd401.freshservice.com
+- **Agent ID**: 6000130414 (Kris Hagel)
+- **Primary Workspace**: 2 (Technology)
+- **API Key**: Stored in `~/Library/Mobile Documents/com~apple~CloudDocs/Geoffrey/secrets/.env`
+
+## Workspaces
+
+| ID | Name |
+|----|------|
+| 2 | Technology (primary) |
+| 3 | Employee Support Services |
+| 4 | Business Services |
+| 5 | Teaching & Learning |
+| 6 | Maintenance |
+| 8 | Investigations |
+| 9 | Transportation |
+| 10 | Safety & Security |
+| 11 | Communications |
+| 13 | Software Development |
+
+## Team Context
+
+- **TSD Generic Account** (6000875582) - Shared by high school interns for Chromebook repairs
+- **David Edwards** - Desktop Support Tech, handles most varied workload including incidents
+- **Carol Winget** - Student Database Admin, PowerSchool specialist
+- **Laura Durkin** - Admin Secretary, handles new students and badges
+
+## Reports & Summaries
+
+### Daily Summary
+Get a narrative summary of what happened in Technology on a specific day.
+
+**Natural language triggers:**
+- "What happened in Freshservice yesterday?"
+- "Give me today's tech summary"
+- "What did the team do on Wednesday?"
+
+**Script:** `bun get_daily_summary.js [date]`
+
+Date options:
+- `today` (default)
+- `yesterday`
+- Day names: `monday`, `tuesday`, `wednesday`, etc.
+- `last wednesday`, `last friday`
+- Specific date: `2025-11-20`
+
+**Output includes:**
+- Total tickets closed
+- Breakdown by category (Chromebook, Schoology, Security Alert, etc.)
+- Breakdown by agent with their tickets
+- Automated ticket count (password resets)
+
+### Weekly Summary
+Get trends and metrics for the entire week.
+
+**Natural language triggers:**
+- "Weekly tech summary"
+- "How did the team do this week?"
+- "Give me the weekly Freshservice report"
+
+**Script:** `bun get_weekly_summary.js [weeks_ago]`
+
+Options:
+- `0` = this week (default)
+- `1` = last week
+- `2` = two weeks ago
+
+**Output includes:**
+- Total closed and daily average
+- Peak day and slow day
+- Daily trend by volume
+- Category breakdown with percentages
+- Category trends (which days had spikes)
+- Top agents with ticket counts and focus areas
+- Agent daily breakdown
+
+### Narrative Style
+
+When presenting summaries, write a 1-minute narrative that:
+- Highlights the main story of the day/week (outages, big pushes, etc.)
+- Calls out specific people and what they handled
+- Notes any concerning patterns (security alerts, cut wires, etc.)
+- Converts UTC timestamps to Pacific time
+- Uses specific numbers and ticket counts
+
+## Ticket Operations
+
+### List Tickets
+```bash
+bun list_tickets.js '{"workspace_id": 2, "filter": "new_and_my_open"}'
+```
+
+Filters: `new_and_my_open`, `watching`, `spam`, `deleted`, `archived`
+
+### Search Tickets
+```bash
+bun search_tickets.js "status:2 AND priority:3" 2
+```
+
+Query syntax: `field:value AND/OR field:value`
+Fields: `status`, `priority`, `agent_id`, `group_id`, `created_at`, `updated_at`
+
+### Get Ticket Details
+```bash
+bun get_ticket.js <ticket_id>
+```
+
+### Get Service Request (with form data)
+```bash
+bun get_service_request.js <ticket_id>
+```
+
+Includes requester info, custom form fields, requested items.
+
+### Create Ticket
+```bash
+bun create_ticket.js '<json>'
+```
+
+Required: `subject`, `description`, `email` or `requester_id`
+Optional: `priority`, `status`, `workspace_id`
+
+### Update Ticket
+```bash
+bun update_ticket.js <ticket_id> '<json>'
+```
+
+Can update: `status`, `priority`, `responder_id`, `group_id`
+
+### Add Note
+```bash
+bun add_note.js <ticket_id> '{"body": "Note text", "private": true}'
+```
+
+Optional: `notify_emails` array to alert specific agents.
+
+## Agent Operations
+
+### List Agents
+```bash
+bun list_agents.js [query]
+```
+
+Query filters by first name, last name, or email.
+Returns: id, name, email, job_title
+
+Use this to resolve "assign to Mark" → find Mark's agent ID → update ticket.
+
+### Get Agent by Email
+```bash
+bun get_agent.js <email>
+```
+
+## Approvals
+
+### Get Pending Approvals
+```bash
+bun get_approvals.js [status]
+```
+
+Status: `requested` (default), `approved`, `rejected`, `cancelled`
+
+**Note:** Freshservice API does not support approving service requests programmatically. User must approve via:
+- Web UI: `https://psd401.freshservice.com/helpdesk/tickets/<id>`
+- Email reply to approval request
+
+## Common Workflows
+
+### "Add a note to Jodi on ticket 151501"
+1. Find Jodi's agent ID: `bun list_agents.js jodi` → 6000542935
+2. Add note: `bun add_note.js 151501 '{"body": "...", "notify_emails": ["miloj@psd401.net"]}'`
+
+### "Assign ticket to Mark"
+1. Find Mark's ID: `bun list_agents.js mark`
+2. Update ticket: `bun update_ticket.js <id> '{"responder_id": <mark_id>}'`
+
+### "What approvals do I have?"
+1. Get approvals: `bun get_approvals.js`
+2. For each approval, get details: `bun get_service_request.js <ticket_id>`
+
+### Cross-skill workflow
+"Add note to ticket, create OmniFocus task, reassign ticket" - can combine Freshservice note + OmniFocus task creation + ticket update in one flow.
+
+## Category Detection
+
+Tickets are auto-categorized by subject keywords:
+- **Password Reset**: "password reset"
+- **Security Alert**: "security alert", "compromised", "breach"
+- **Schoology**: "schoology"
+- **PowerSchool**: "powerschool"
+- **Promethean Board**: "promethean"
+- **Chromebook**: "chromebook"
+- **Phone/Voicemail**: "phone", "voicemail", "ext."
+- **Badge Request**: "badge"
+- **New Student**: "new student", "enrollee"
+- **Intercom**: "intercom"
+- **Raptor**: "raptor"
+- **GoGuardian**: "goguardian", "go guardian"
+- **Access/Login**: "login", "access", "mfa"
+
+## Status Codes
+
+| Code | Status |
+|------|--------|
+| 2 | Open |
+| 3 | Pending |
+| 4 | Resolved |
+| 5 | Closed |
+
+## Priority Codes
+
+| Code | Priority |
+|------|----------|
+| 1 | Low |
+| 2 | Medium |
+| 3 | High |
+| 4 | Urgent |

skills/freshservice-manager/scripts/add_note.js

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+#!/usr/bin/env bun
+
+// Add a note to a ticket
+// Usage: bun add_note.js <ticket_id> '<json>'
+// JSON: {"body": "Note text", "private": true, "notify_emails": ["email@example.com"]}
+
+import { readFileSync } from 'fs';
+import { homedir } from 'os';
+import { join } from 'path';
+
+function loadEnv() {
+  const envPath = join(homedir(), 'Library/Mobile Documents/com~apple~CloudDocs/Geoffrey/secrets/.env');
+  const content = readFileSync(envPath, 'utf-8');
+  const env = {};
+  for (const line of content.split('\n')) {
+    if (line && !line.startsWith('#')) {
+      const [key, ...valueParts] = line.split('=');
+      if (key && valueParts.length) {
+        env[key.trim()] = valueParts.join('=').trim();
+      }
+    }
+  }
+  return env;
+}
+
+const env = loadEnv();
+const domain = env.FRESHSERVICE_DOMAIN;
+const apiKey = env.FRESHSERVICE_API_KEY;
+const baseUrl = `https://${domain}/api/v2`;
+
+const ticketId = process.argv[2];
+let noteData;
+
+if (!ticketId) {
+  console.error(JSON.stringify({ error: 'Ticket ID required' }));
+  process.exit(1);
+}
+
+try {
+  noteData = JSON.parse(process.argv[3]);
+} catch (e) {
+  console.error(JSON.stringify({ error: 'Invalid JSON. Required: {"body": "note text"}' }));
+  process.exit(1);
+}
+
+if (!noteData.body) {
+  console.error(JSON.stringify({ error: 'Note body is required' }));
+  process.exit(1);
+}
+
+// Default to private note
+if (noteData.private === undefined) {
+  noteData.private = true;
+}
+
+async function addNote(ticketId, data) {
+  const response = await fetch(`${baseUrl}/tickets/${ticketId}/notes`, {
+    method: 'POST',
+    headers: {
+      'Authorization': 'Basic ' + Buffer.from(`${apiKey}:X`).toString('base64'),
+      'Content-Type': 'application/json'
+    },
+    body: JSON.stringify(data)
+  });
+
+  if (!response.ok) {
+    const error = await response.text();
+    return { error: `API error ${response.status}: ${error}` };
+  }
+
+  const result = await response.json();
+  return result;
+}
+
+try {
+  const result = await addNote(ticketId, noteData);
+  console.log(JSON.stringify(result, null, 2));
+} catch (e) {
+  console.error(JSON.stringify({ error: e.message }));
+  process.exit(1);
+}

skills/freshservice-manager/scripts/create_ticket.js

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+#!/usr/bin/env bun
+
+// Create a new ticket
+// Usage: bun create_ticket.js '<json>'
+// JSON: {"subject": "...", "description": "...", "email": "requester@email.com", "priority": 2, "status": 2, "workspace_id": 2}
+
+import { readFileSync } from 'fs';
+import { homedir } from 'os';
+import { join } from 'path';
+
+function loadEnv() {
+  const envPath = join(homedir(), 'Library/Mobile Documents/com~apple~CloudDocs/Geoffrey/secrets/.env');
+  const content = readFileSync(envPath, 'utf-8');
+  const env = {};
+  for (const line of content.split('\n')) {
+    if (line && !line.startsWith('#')) {
+      const [key, ...valueParts] = line.split('=');
+      if (key && valueParts.length) {
+        env[key.trim()] = valueParts.join('=').trim();
+      }
+    }
+  }
+  return env;
+}
+
+const env = loadEnv();
+const domain = env.FRESHSERVICE_DOMAIN;
+const apiKey = env.FRESHSERVICE_API_KEY;
+const baseUrl = `https://${domain}/api/v2`;
+
+// Status values: 2=Open, 3=Pending, 4=Resolved, 5=Closed
+// Priority values: 1=Low, 2=Medium, 3=High, 4=Urgent
+
+let ticketData;
+try {
+  ticketData = JSON.parse(process.argv[2]);
+} catch (e) {
+  console.error(JSON.stringify({ error: 'Invalid JSON. Required: subject, description, email' }));
+  process.exit(1);
+}
+
+if (!ticketData.subject || !ticketData.description || !ticketData.email) {
+  console.error(JSON.stringify({ error: 'Required fields: subject, description, email' }));
+  process.exit(1);
+}
+
+// Set defaults
+ticketData.status = ticketData.status || 2; // Open
+ticketData.priority = ticketData.priority || 2; // Medium
+
+async function createTicket(data) {
+  const response = await fetch(`${baseUrl}/tickets`, {
+    method: 'POST',
+    headers: {
+      'Authorization': 'Basic ' + Buffer.from(`${apiKey}:X`).toString('base64'),
+      'Content-Type': 'application/json'
+    },
+    body: JSON.stringify(data)
+  });
+
+  if (!response.ok) {
+    const error = await response.text();
+    return { error: `API error ${response.status}: ${error}` };
+  }
+
+  const result = await response.json();
+  return result;
+}
+
+try {
+  const result = await createTicket(ticketData);
+  console.log(JSON.stringify(result, null, 2));
+} catch (e) {
+  console.error(JSON.stringify({ error: e.message }));
+  process.exit(1);
+}

skills/freshservice-manager/scripts/get_agent.js

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+#!/usr/bin/env bun
+
+// Get agent info by email
+// Usage: bun get_agent.js [email]
+// If no email provided, returns current agent (API key owner)
+
+import { readFileSync } from 'fs';
+import { homedir } from 'os';
+import { join } from 'path';
+
+// Load environment from iCloud secrets
+function loadEnv() {
+  const envPath = join(homedir(), 'Library/Mobile Documents/com~apple~CloudDocs/Geoffrey/secrets/.env');
+  const content = readFileSync(envPath, 'utf-8');
+  const env = {};
+  for (const line of content.split('\n')) {
+    if (line && !line.startsWith('#')) {
+      const [key, ...valueParts] = line.split('=');
+      if (key && valueParts.length) {
+        env[key.trim()] = valueParts.join('=').trim();
+      }
+    }
+  }
+  return env;
+}
+
+const env = loadEnv();
+const domain = env.FRESHSERVICE_DOMAIN;
+const apiKey = env.FRESHSERVICE_API_KEY;
+
+if (!domain || !apiKey) {
+  console.error(JSON.stringify({ error: 'Missing FRESHSERVICE_DOMAIN or FRESHSERVICE_API_KEY in .env' }));
+  process.exit(1);
+}
+
+const email = process.argv[2];
+const baseUrl = `https://${domain}/api/v2`;
+
+async function getAgents(email) {
+  let url = `${baseUrl}/agents`;
+  if (email) {
+    url += `?email=${encodeURIComponent(email)}`;
+  }
+
+  const response = await fetch(url, {
+    headers: {
+      'Authorization': 'Basic ' + Buffer.from(`${apiKey}:X`).toString('base64'),
+      'Content-Type': 'application/json'
+    }
+  });
+
+  if (!response.ok) {
+    const error = await response.text();
+    return { error: `API error ${response.status}: ${error}` };
+  }
+
+  const data = await response.json();
+  return data;
+}
+
+try {
+  const result = await getAgents(email);
+  console.log(JSON.stringify(result, null, 2));
+} catch (e) {
+  console.error(JSON.stringify({ error: e.message }));
+  process.exit(1);
+}

skills/freshservice-manager/scripts/get_approvals.js

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+#!/usr/bin/env bun
+
+// Get approvals for the current agent
+// Usage: bun get_approvals.js [status]
+// Status: requested (pending), approved, rejected, cancelled
+
+import { readFileSync } from 'fs';
+import { homedir } from 'os';
+import { join } from 'path';
+
+function loadEnv() {
+  const envPath = join(homedir(), 'Library/Mobile Documents/com~apple~CloudDocs/Geoffrey/secrets/.env');
+  const content = readFileSync(envPath, 'utf-8');
+  const env = {};
+  for (const line of content.split('\n')) {
+    if (line && !line.startsWith('#')) {
+      const [key, ...valueParts] = line.split('=');
+      if (key && valueParts.length) {
+        env[key.trim()] = valueParts.join('=').trim();
+      }
+    }
+  }
+  return env;
+}
+
+const env = loadEnv();
+const domain = env.FRESHSERVICE_DOMAIN;
+const apiKey = env.FRESHSERVICE_API_KEY;
+const baseUrl = `https://${domain}/api/v2`;
+
+// Agent ID for Kris Hagel
+const agentId = 6000130414;
+const status = process.argv[2] || 'requested';
+
+async function getApprovals(agentId, status, parent) {
+  const url = `${baseUrl}/approvals?approver_id=${agentId}&status=${status}&parent=${parent}`;
+
+  const response = await fetch(url, {
+    headers: {
+      'Authorization': 'Basic ' + Buffer.from(`${apiKey}:X`).toString('base64'),
+      'Content-Type': 'application/json'
+    }
+  });
+
+  if (!response.ok) {
+    const error = await response.text();
+    return { error: `API error ${response.status}: ${error}` };
+  }
+
+  const data = await response.json();
+
+  // Simplify output
+  const approvals = data.approvals.map(a => ({
+    id: a.id,
+    approval_type: a.approval_type,
+    approver_id: a.approver_id,
+    status: a.status,
+    created_at: a.created_at,
+    updated_at: a.updated_at,
+    approvable_id: a.approvable_id,
+    approvable_type: a.approvable_type,
+    delegator: a.delegator,
+    latest_remark: a.latest_remark
+  }));
+
+  return {
+    count: approvals.length,
+    status: status,
+    approvals
+  };
+}
+
+try {
+  // Check both tickets and changes for approvals
+  const ticketApprovals = await getApprovals(agentId, status, 'ticket');
+  const changeApprovals = await getApprovals(agentId, status, 'change');
+
+  const allApprovals = [];
+  if (!ticketApprovals.error) {
+    allApprovals.push(...ticketApprovals.approvals.map(a => ({...a, parent_type: 'ticket'})));
+  }
+  if (!changeApprovals.error) {
+    allApprovals.push(...changeApprovals.approvals.map(a => ({...a, parent_type: 'change'})));
+  }
+
+  console.log(JSON.stringify({
+    count: allApprovals.length,
+    status: status,
+    approvals: allApprovals
+  }, null, 2));
+} catch (e) {
+  console.error(JSON.stringify({ error: e.message }));
+  process.exit(1);
+}

skills/freshservice-manager/scripts/get_daily_summary.js

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+#!/usr/bin/env bun
+
+// Get daily ticket summary for Technology workspace
+// Usage: bun get_daily_summary.js [date]
+// Date: "yesterday", "today", or specific date like "2025-11-20"
+
+import { readFileSync } from 'fs';
+import { homedir } from 'os';
+import { join } from 'path';
+
+function loadEnv() {
+  const envPath = join(homedir(), 'Library/Mobile Documents/com~apple~CloudDocs/Geoffrey/secrets/.env');
+  const content = readFileSync(envPath, 'utf-8');
+  const env = {};
+  for (const line of content.split('\n')) {
+    if (line && !line.startsWith('#')) {
+      const [key, ...valueParts] = line.split('=');
+      if (key && valueParts.length) {
+        env[key.trim()] = valueParts.join('=').trim();
+      }
+    }
+  }
+  return env;
+}
+
+const env = loadEnv();
+const domain = env.FRESHSERVICE_DOMAIN;
+const apiKey = env.FRESHSERVICE_API_KEY;
+const baseUrl = `https://${domain}/api/v2`;
+
+// Parse date argument
+function parseDate(dateArg) {
+  const now = new Date();
+
+  if (!dateArg || dateArg === 'today') {
+    return {
+      start: new Date(now.getFullYear(), now.getMonth(), now.getDate(), 0, 0, 0),
+      end: new Date(now.getFullYear(), now.getMonth(), now.getDate(), 23, 59, 59),
+      label: 'today'
+    };
+  }
+
+  if (dateArg === 'yesterday') {
+    const yesterday = new Date(now);
+    yesterday.setDate(yesterday.getDate() - 1);
+    return {
+      start: new Date(yesterday.getFullYear(), yesterday.getMonth(), yesterday.getDate(), 0, 0, 0),
+      end: new Date(yesterday.getFullYear(), yesterday.getMonth(), yesterday.getDate(), 23, 59, 59),
+      label: 'yesterday'
+    };
+  }
+
+  // Handle "last <day>" format (e.g., "last wednesday", "last friday")
+  const dayNames = ['sunday', 'monday', 'tuesday', 'wednesday', 'thursday', 'friday', 'saturday'];
+  const lower = dateArg.toLowerCase();
+
+  if (lower.startsWith('last ')) {
+    const dayName = lower.replace('last ', '').trim();
+    const targetDay = dayNames.indexOf(dayName);
+
+    if (targetDay !== -1) {
+      const currentDay = now.getDay();
+      let daysBack = currentDay - targetDay;
+      if (daysBack <= 0) daysBack += 7; // Go to previous week
+
+      const targetDate = new Date(now);
+      targetDate.setDate(targetDate.getDate() - daysBack);
+
+      return {
+        start: new Date(targetDate.getFullYear(), targetDate.getMonth(), targetDate.getDate(), 0, 0, 0),
+        end: new Date(targetDate.getFullYear(), targetDate.getMonth(), targetDate.getDate(), 23, 59, 59),
+        label: `last ${dayName.charAt(0).toUpperCase() + dayName.slice(1)}`
+      };
+    }
+  }
+
+  // Handle just day name (e.g., "wednesday" means this past wednesday)
+  const justDay = dayNames.indexOf(lower);
+  if (justDay !== -1) {
+    const currentDay = now.getDay();
+    let daysBack = currentDay - justDay;
+    if (daysBack < 0) daysBack += 7;
+    if (daysBack === 0) daysBack = 7; // If today is that day, go back a week
+
+    const targetDate = new Date(now);
+    targetDate.setDate(targetDate.getDate() - daysBack);
+
+    return {
+      start: new Date(targetDate.getFullYear(), targetDate.getMonth(), targetDate.getDate(), 0, 0, 0),
+      end: new Date(targetDate.getFullYear(), targetDate.getMonth(), targetDate.getDate(), 23, 59, 59),
+      label: targetDate.toLocaleDateString('en-US', { weekday: 'long', month: 'short', day: 'numeric' })
+    };
+  }
+
+  // Parse specific date
+  const date = new Date(dateArg);
+  return {
+    start: new Date(date.getFullYear(), date.getMonth(), date.getDate(), 0, 0, 0),
+    end: new Date(date.getFullYear(), date.getMonth(), date.getDate(), 23, 59, 59),
+    label: date.toLocaleDateString('en-US', { weekday: 'long', month: 'short', day: 'numeric' })
+  };
+}
+
+// Convert Pacific time to UTC for API query
+function toUTC(date) {
+  // Pacific is UTC-8 (or UTC-7 during DST)
+  // Add 8 hours to convert Pacific to UTC
+  const utc = new Date(date.getTime() + (8 * 60 * 60 * 1000));
+  return utc.toISOString();
+}
+
+// Get all agents for name mapping
+async function getAgents() {
+  const response = await fetch(`${baseUrl}/agents?per_page=100`, {
+    headers: {
+      'Authorization': 'Basic ' + Buffer.from(`${apiKey}:X`).toString('base64'),
+      'Content-Type': 'application/json'
+    }
+  });
+
+  if (!response.ok) return {};
+
+  const data = await response.json();
+  const agentMap = {};
+  for (const agent of data.agents) {
+    agentMap[agent.id] = {
+      name: `${agent.first_name} ${agent.last_name}`,
+      first_name: agent.first_name,
+      job_title: agent.job_title
+    };
+  }
+  return agentMap;
+}
+
+// Search tickets closed on date (with pagination)
+async function searchTickets(startDate, endDate, workspaceId = 2) {
+  const startUTC = toUTC(startDate);
+  const endUTC = toUTC(endDate);
+
+  const query = `(status:4 OR status:5) AND updated_at:>'${startUTC.split('T')[0]}T00:00:00Z' AND updated_at:<'${endUTC.split('T')[0]}T23:59:59Z'`;
+
+  let allTickets = [];
+  let page = 1;
+  let hasMore = true;
+
+  while (hasMore) {
+    const url = `${baseUrl}/tickets/filter?query="${encodeURIComponent(query)}"&workspace_id=${workspaceId}&page=${page}&per_page=100`;
+
+    const response = await fetch(url, {
+      headers: {
+        'Authorization': 'Basic ' + Buffer.from(`${apiKey}:X`).toString('base64'),
+        'Content-Type': 'application/json'
+      }
+    });
+
+    if (!response.ok) {
+      const error = await response.text();
+      return { error: `API error ${response.status}: ${error}` };
+    }
+
+    const data = await response.json();
+    allTickets = allTickets.concat(data.tickets || []);
+
+    // Check if there are more pages
+    hasMore = (data.tickets || []).length === 100;
+    page++;
+  }
+
+  return { tickets: allTickets };
+}
+
+// Categorize ticket by subject
+function categorizeTicket(subject) {
+  const lower = subject.toLowerCase();
+
+  if (lower.includes('password reset')) return 'Password Reset';
+  if (lower.includes('security alert') || lower.includes('compromised') || lower.includes('breach')) return 'Security Alert';
+  if (lower.includes('schoology')) return 'Schoology';
+  if (lower.includes('powerschool')) return 'PowerSchool';
+  if (lower.includes('promethean')) return 'Promethean Board';
+  if (lower.includes('chromebook')) return 'Chromebook';
+  if (lower.includes('phone') || lower.includes('voicemail') || lower.includes('ext.')) return 'Phone/Voicemail';
+  if (lower.includes('badge')) return 'Badge Request';
+  if (lower.includes('new student') || lower.includes('enrollee')) return 'New Student';
+  if (lower.includes('intercom')) return 'Intercom';
+  if (lower.includes('raptor')) return 'Raptor';
+  if (lower.includes('goguardian') || lower.includes('go guardian')) return 'GoGuardian';
+  if (lower.includes('login') || lower.includes('access') || lower.includes('mfa')) return 'Access/Login';
+
+  return 'Other';
+}
+
+const dateArg = process.argv[2];
+const dateRange = parseDate(dateArg);
+
+try {
+  const [ticketData, agentMap] = await Promise.all([
+    searchTickets(dateRange.start, dateRange.end),
+    getAgents()
+  ]);
+
+  if (ticketData.error) {
+    console.error(JSON.stringify(ticketData));
+    process.exit(1);
+  }
+
+  const tickets = ticketData.tickets || [];
+
+  // Group by agent
+  const byAgent = {};
+  const byCategory = {};
+  const automated = [];
+
+  for (const ticket of tickets) {
+    const category = categorizeTicket(ticket.subject);
+    byCategory[category] = (byCategory[category] || 0) + 1;
+
+    if (!ticket.responder_id) {
+      automated.push({
+        id: ticket.id,
+        subject: ticket.subject,
+        category,
+        updated_at: ticket.updated_at
+      });
+      continue;
+    }
+
+    const agentId = ticket.responder_id;
+    if (!byAgent[agentId]) {
+      byAgent[agentId] = {
+        agent: agentMap[agentId] || { name: `Agent ${agentId}`, first_name: 'Unknown' },
+        tickets: [],
+        categories: {}
+      };
+    }
+
+    byAgent[agentId].tickets.push({
+      id: ticket.id,
+      subject: ticket.subject,
+      category,
+      status: ticket.status,
+      priority: ticket.priority,
+      created_at: ticket.created_at,
+      updated_at: ticket.updated_at
+    });
+
+    byAgent[agentId].categories[category] = (byAgent[agentId].categories[category] || 0) + 1;
+  }
+
+  // Sort agents by ticket count
+  const sortedAgents = Object.entries(byAgent)
+    .map(([id, data]) => ({
+      id,
+      name: data.agent.name,
+      first_name: data.agent.first_name,
+      job_title: data.agent.job_title,
+      count: data.tickets.length,
+      categories: data.categories,
+      tickets: data.tickets.sort((a, b) => new Date(a.updated_at) - new Date(b.updated_at))
+    }))
+    .sort((a, b) => b.count - a.count);
+
+  // Build summary
+  const summary = {
+    date: dateRange.label,
+    date_range: {
+      start: dateRange.start.toISOString(),
+      end: dateRange.end.toISOString()
+    },
+    total_closed: tickets.length,
+    by_category: Object.entries(byCategory)
+      .sort((a, b) => b[1] - a[1])
+      .reduce((acc, [k, v]) => { acc[k] = v; return acc; }, {}),
+    by_agent: sortedAgents,
+    automated: {
+      count: automated.length,
+      tickets: automated
+    }
+  };
+
+  console.log(JSON.stringify(summary, null, 2));
+} catch (e) {
+  console.error(JSON.stringify({ error: e.message }));
+  process.exit(1);
+}

skills/freshservice-manager/scripts/get_service_request.js

@@ -0,0 +1,139 @@
+#!/usr/bin/env bun
+
+// Get service request details including form data
+// Usage: bun get_service_request.js <ticket_id>
+
+import { readFileSync } from 'fs';
+import { homedir } from 'os';
+import { join } from 'path';
+
+function loadEnv() {
+  const envPath = join(homedir(), 'Library/Mobile Documents/com~apple~CloudDocs/Geoffrey/secrets/.env');
+  const content = readFileSync(envPath, 'utf-8');
+  const env = {};
+  for (const line of content.split('\n')) {
+    if (line && !line.startsWith('#')) {
+      const [key, ...valueParts] = line.split('=');
+      if (key && valueParts.length) {
+        env[key.trim()] = valueParts.join('=').trim();
+      }
+    }
+  }
+  return env;
+}
+
+const env = loadEnv();
+const domain = env.FRESHSERVICE_DOMAIN;
+const apiKey = env.FRESHSERVICE_API_KEY;
+const baseUrl = `https://${domain}/api/v2`;
+
+const ticketId = process.argv[2];
+
+if (!ticketId) {
+  console.error(JSON.stringify({ error: 'Ticket ID required' }));
+  process.exit(1);
+}
+
+async function getTicket(id) {
+  const response = await fetch(`${baseUrl}/tickets/${id}?include=conversations,requester`, {
+    headers: {
+      'Authorization': 'Basic ' + Buffer.from(`${apiKey}:X`).toString('base64'),
+      'Content-Type': 'application/json'
+    }
+  });
+
+  if (!response.ok) {
+    const error = await response.text();
+    return { error: `API error ${response.status}: ${error}` };
+  }
+
+  return await response.json();
+}
+
+async function getRequestedItems(ticketId) {
+  const response = await fetch(`${baseUrl}/tickets/${ticketId}/requested_items`, {
+    headers: {
+      'Authorization': 'Basic ' + Buffer.from(`${apiKey}:X`).toString('base64'),
+      'Content-Type': 'application/json'
+    }
+  });
+
+  if (!response.ok) {
+    return { requested_items: [] };
+  }
+
+  return await response.json();
+}
+
+async function getRequester(requesterId) {
+  const response = await fetch(`${baseUrl}/requesters/${requesterId}`, {
+    headers: {
+      'Authorization': 'Basic ' + Buffer.from(`${apiKey}:X`).toString('base64'),
+      'Content-Type': 'application/json'
+    }
+  });
+
+  if (!response.ok) {
+    return null;
+  }
+
+  const data = await response.json();
+  return data.requester;
+}
+
+try {
+  const ticketData = await getTicket(ticketId);
+  if (ticketData.error) {
+    console.error(JSON.stringify(ticketData));
+    process.exit(1);
+  }
+
+  const ticket = ticketData.ticket;
+  const itemsData = await getRequestedItems(ticketId);
+  const requester = await getRequester(ticket.requester_id);
+
+  // Build comprehensive response
+  const result = {
+    ticket: {
+      id: ticket.id,
+      subject: ticket.subject,
+      type: ticket.type,
+      status: ticket.status,
+      priority: ticket.priority,
+      category: ticket.category,
+      sub_category: ticket.sub_category,
+      item_category: ticket.item_category,
+      workspace_id: ticket.workspace_id,
+      created_at: ticket.created_at,
+      due_by: ticket.due_by,
+      is_escalated: ticket.is_escalated,
+      approval_status: ticket.approval_status,
+      approval_status_name: ticket.approval_status_name
+    },
+    requester: requester ? {
+      name: `${requester.first_name} ${requester.last_name}`,
+      email: requester.primary_email,
+      department: requester.department_names?.[0] || null,
+      job_title: requester.job_title
+    } : null,
+    form_data: itemsData.requested_items?.[0]?.custom_fields || {},
+    service_item: itemsData.requested_items?.[0] ? {
+      id: itemsData.requested_items[0].service_item_id,
+      name: itemsData.requested_items[0].service_item_name,
+      quantity: itemsData.requested_items[0].quantity,
+      cost: itemsData.requested_items[0].cost_per_request
+    } : null,
+    conversations: ticket.conversations?.map(c => ({
+      id: c.id,
+      body_text: c.body_text,
+      private: c.private,
+      created_at: c.created_at,
+      user_id: c.user_id
+    })) || []
+  };
+
+  console.log(JSON.stringify(result, null, 2));
+} catch (e) {
+  console.error(JSON.stringify({ error: e.message }));
+  process.exit(1);
+}

skills/freshservice-manager/scripts/get_ticket.js

@@ -0,0 +1,67 @@
+#!/usr/bin/env bun
+
+// Get ticket details by ID
+// Usage: bun get_ticket.js <ticket_id> [include]
+// Include options: conversations, requester, problem, stats, assets, change, related_tickets
+
+import { readFileSync } from 'fs';
+import { homedir } from 'os';
+import { join } from 'path';
+
+function loadEnv() {
+  const envPath = join(homedir(), 'Library/Mobile Documents/com~apple~CloudDocs/Geoffrey/secrets/.env');
+  const content = readFileSync(envPath, 'utf-8');
+  const env = {};
+  for (const line of content.split('\n')) {
+    if (line && !line.startsWith('#')) {
+      const [key, ...valueParts] = line.split('=');
+      if (key && valueParts.length) {
+        env[key.trim()] = valueParts.join('=').trim();
+      }
+    }
+  }
+  return env;
+}
+
+const env = loadEnv();
+const domain = env.FRESHSERVICE_DOMAIN;
+const apiKey = env.FRESHSERVICE_API_KEY;
+const baseUrl = `https://${domain}/api/v2`;
+
+const ticketId = process.argv[2];
+const include = process.argv[3];
+
+if (!ticketId) {
+  console.error(JSON.stringify({ error: 'Ticket ID required' }));
+  process.exit(1);
+}
+
+async function getTicket(id, include) {
+  let url = `${baseUrl}/tickets/${id}`;
+  if (include) {
+    url += `?include=${include}`;
+  }
+
+  const response = await fetch(url, {
+    headers: {
+      'Authorization': 'Basic ' + Buffer.from(`${apiKey}:X`).toString('base64'),
+      'Content-Type': 'application/json'
+    }
+  });
+
+  if (!response.ok) {
+    const error = await response.text();
+    return { error: `API error ${response.status}: ${error}` };
+  }
+
+  const data = await response.json();
+  return data;
+}
+
+try {
+  const result = await getTicket(ticketId, include);
+  console.log(JSON.stringify(result, null, 2));
+} catch (e) {
+  console.error(JSON.stringify({ error: e.message }));
+  process.exit(1);
+}

skills/freshservice-manager/scripts/get_weekly_summary.js

@@ -0,0 +1,280 @@
+#!/usr/bin/env bun
+
+// Get weekly ticket summary for Technology workspace with trends
+// Usage: bun get_weekly_summary.js [weeks_ago]
+// weeks_ago: 0 = this week (default), 1 = last week, etc.
+
+import { readFileSync } from 'fs';
+import { homedir } from 'os';
+import { join } from 'path';
+
+function loadEnv() {
+  const envPath = join(homedir(), 'Library/Mobile Documents/com~apple~CloudDocs/Geoffrey/secrets/.env');
+  const content = readFileSync(envPath, 'utf-8');
+  const env = {};
+  for (const line of content.split('\n')) {
+    if (line && !line.startsWith('#')) {
+      const [key, ...valueParts] = line.split('=');
+      if (key && valueParts.length) {
+        env[key.trim()] = valueParts.join('=').trim();
+      }
+    }
+  }
+  return env;
+}
+
+const env = loadEnv();
+const domain = env.FRESHSERVICE_DOMAIN;
+const apiKey = env.FRESHSERVICE_API_KEY;
+const baseUrl = `https://${domain}/api/v2`;
+
+// Get week date range (Monday to Sunday)
+function getWeekRange(weeksAgo = 0) {
+  const now = new Date();
+  const currentDay = now.getDay();
+  const mondayOffset = currentDay === 0 ? -6 : 1 - currentDay;
+
+  const monday = new Date(now);
+  monday.setDate(monday.getDate() + mondayOffset - (weeksAgo * 7));
+  monday.setHours(0, 0, 0, 0);
+
+  const sunday = new Date(monday);
+  sunday.setDate(sunday.getDate() + 6);
+  sunday.setHours(23, 59, 59, 999);
+
+  const weekNum = getWeekNumber(monday);
+
+  return {
+    start: monday,
+    end: sunday,
+    label: `Week ${weekNum} (${monday.toLocaleDateString('en-US', { month: 'short', day: 'numeric' })} - ${sunday.toLocaleDateString('en-US', { month: 'short', day: 'numeric' })})`
+  };
+}
+
+function getWeekNumber(date) {
+  const firstDayOfYear = new Date(date.getFullYear(), 0, 1);
+  const pastDaysOfYear = (date - firstDayOfYear) / 86400000;
+  return Math.ceil((pastDaysOfYear + firstDayOfYear.getDay() + 1) / 7);
+}
+
+// Convert Pacific time to UTC
+function toUTC(date) {
+  const utc = new Date(date.getTime() + (8 * 60 * 60 * 1000));
+  return utc.toISOString();
+}
+
+// Get all agents
+async function getAgents() {
+  let allAgents = [];
+  let page = 1;
+  let hasMore = true;
+
+  while (hasMore) {
+    const response = await fetch(`${baseUrl}/agents?per_page=100&page=${page}`, {
+      headers: {
+        'Authorization': 'Basic ' + Buffer.from(`${apiKey}:X`).toString('base64'),
+        'Content-Type': 'application/json'
+      }
+    });
+
+    if (!response.ok) break;
+
+    const data = await response.json();
+    allAgents = allAgents.concat(data.agents);
+    hasMore = data.agents.length === 100;
+    page++;
+  }
+
+  const agentMap = {};
+  for (const agent of allAgents) {
+    agentMap[agent.id] = {
+      name: `${agent.first_name} ${agent.last_name}`,
+      first_name: agent.first_name,
+      job_title: agent.job_title
+    };
+  }
+  return agentMap;
+}
+
+// Search tickets with pagination
+async function searchTickets(startDate, endDate, workspaceId = 2) {
+  const startUTC = toUTC(startDate);
+  const endUTC = toUTC(endDate);
+
+  const query = `(status:4 OR status:5) AND updated_at:>'${startUTC.split('T')[0]}T00:00:00Z' AND updated_at:<'${endUTC.split('T')[0]}T23:59:59Z'`;
+
+  let allTickets = [];
+  let page = 1;
+  let hasMore = true;
+
+  while (hasMore) {
+    const url = `${baseUrl}/tickets/filter?query="${encodeURIComponent(query)}"&workspace_id=${workspaceId}&page=${page}&per_page=100`;
+
+    const response = await fetch(url, {
+      headers: {
+        'Authorization': 'Basic ' + Buffer.from(`${apiKey}:X`).toString('base64'),
+        'Content-Type': 'application/json'
+      }
+    });
+
+    if (!response.ok) {
+      const error = await response.text();
+      return { error: `API error ${response.status}: ${error}` };
+    }
+
+    const data = await response.json();
+    allTickets = allTickets.concat(data.tickets || []);
+    hasMore = (data.tickets || []).length === 100;
+    page++;
+  }
+
+  return { tickets: allTickets };
+}
+
+// Categorize ticket
+function categorizeTicket(subject) {
+  const lower = subject.toLowerCase();
+
+  if (lower.includes('password reset')) return 'Password Reset';
+  if (lower.includes('security alert') || lower.includes('compromised') || lower.includes('breach')) return 'Security Alert';
+  if (lower.includes('schoology')) return 'Schoology';
+  if (lower.includes('powerschool')) return 'PowerSchool';
+  if (lower.includes('promethean')) return 'Promethean Board';
+  if (lower.includes('chromebook')) return 'Chromebook';
+  if (lower.includes('phone') || lower.includes('voicemail') || lower.includes('ext.')) return 'Phone/Voicemail';
+  if (lower.includes('badge')) return 'Badge Request';
+  if (lower.includes('new student') || lower.includes('enrollee')) return 'New Student';
+  if (lower.includes('intercom')) return 'Intercom';
+  if (lower.includes('raptor')) return 'Raptor';
+  if (lower.includes('goguardian') || lower.includes('go guardian')) return 'GoGuardian';
+  if (lower.includes('login') || lower.includes('access') || lower.includes('mfa')) return 'Access/Login';
+
+  return 'Other';
+}
+
+// Get day name from date
+function getDayName(date) {
+  return date.toLocaleDateString('en-US', { weekday: 'short' });
+}
+
+const weeksAgo = parseInt(process.argv[2] || '0');
+const weekRange = getWeekRange(weeksAgo);
+
+try {
+  const [ticketData, agentMap] = await Promise.all([
+    searchTickets(weekRange.start, weekRange.end),
+    getAgents()
+  ]);
+
+  if (ticketData.error) {
+    console.error(JSON.stringify(ticketData));
+    process.exit(1);
+  }
+
+  const tickets = ticketData.tickets || [];
+
+  // Group by day
+  const byDay = {};
+  const dayNames = ['Mon', 'Tue', 'Wed', 'Thu', 'Fri', 'Sat', 'Sun'];
+  for (const day of dayNames) {
+    byDay[day] = { count: 0, categories: {}, agents: {} };
+  }
+
+  // Group by agent and category
+  const byAgent = {};
+  const byCategory = {};
+  const byCategoryByDay = {};
+
+  for (const ticket of tickets) {
+    // Determine day (convert UTC to Pacific)
+    const updatedAt = new Date(ticket.updated_at);
+    const pacificTime = new Date(updatedAt.getTime() - (8 * 60 * 60 * 1000));
+    const dayName = getDayName(pacificTime);
+
+    const category = categorizeTicket(ticket.subject);
+
+    // By day
+    if (byDay[dayName]) {
+      byDay[dayName].count++;
+      byDay[dayName].categories[category] = (byDay[dayName].categories[category] || 0) + 1;
+
+      if (ticket.responder_id) {
+        byDay[dayName].agents[ticket.responder_id] = (byDay[dayName].agents[ticket.responder_id] || 0) + 1;
+      }
+    }
+
+    // By category
+    byCategory[category] = (byCategory[category] || 0) + 1;
+
+    // By category by day
+    if (!byCategoryByDay[category]) {
+      byCategoryByDay[category] = {};
+    }
+    byCategoryByDay[category][dayName] = (byCategoryByDay[category][dayName] || 0) + 1;
+
+    // By agent
+    if (ticket.responder_id) {
+      if (!byAgent[ticket.responder_id]) {
+        byAgent[ticket.responder_id] = {
+          agent: agentMap[ticket.responder_id] || { name: `Agent ${ticket.responder_id}`, first_name: 'Unknown' },
+          count: 0,
+          categories: {},
+          byDay: {}
+        };
+      }
+      byAgent[ticket.responder_id].count++;
+      byAgent[ticket.responder_id].categories[category] = (byAgent[ticket.responder_id].categories[category] || 0) + 1;
+      byAgent[ticket.responder_id].byDay[dayName] = (byAgent[ticket.responder_id].byDay[dayName] || 0) + 1;
+    }
+  }
+
+  // Sort agents by count
+  const sortedAgents = Object.entries(byAgent)
+    .map(([id, data]) => ({
+      id,
+      name: data.agent.name,
+      first_name: data.agent.first_name,
+      job_title: data.agent.job_title,
+      count: data.count,
+      categories: data.categories,
+      byDay: data.byDay,
+      avg_per_day: (data.count / 5).toFixed(1) // Assuming 5 work days
+    }))
+    .sort((a, b) => b.count - a.count);
+
+  // Calculate trends
+  const dailyCounts = dayNames.slice(0, 5).map(d => byDay[d].count); // Mon-Fri
+  const avgDaily = dailyCounts.reduce((a, b) => a + b, 0) / 5;
+  const peakDay = dayNames.slice(0, 5).reduce((max, day) => byDay[day].count > byDay[max].count ? day : max, 'Mon');
+  const slowDay = dayNames.slice(0, 5).reduce((min, day) => byDay[day].count < byDay[min].count ? day : min, 'Mon');
+
+  // Build summary
+  const summary = {
+    week: weekRange.label,
+    date_range: {
+      start: weekRange.start.toISOString(),
+      end: weekRange.end.toISOString()
+    },
+    total_closed: tickets.length,
+    daily_average: avgDaily.toFixed(1),
+    trends: {
+      peak_day: { day: peakDay, count: byDay[peakDay].count },
+      slow_day: { day: slowDay, count: byDay[slowDay].count },
+      daily_counts: byDay
+    },
+    by_category: Object.entries(byCategory)
+      .sort((a, b) => b[1] - a[1])
+      .reduce((acc, [k, v]) => {
+        acc[k] = { total: v, pct: ((v / tickets.length) * 100).toFixed(1) + '%' };
+        return acc;
+      }, {}),
+    category_trends: byCategoryByDay,
+    top_agents: sortedAgents.slice(0, 10),
+    all_agents: sortedAgents
+  };
+
+  console.log(JSON.stringify(summary, null, 2));
+} catch (e) {
+  console.error(JSON.stringify({ error: e.message }));
+  process.exit(1);
+}

skills/freshservice-manager/scripts/get_workspaces.js

@@ -0,0 +1,70 @@
+#!/usr/bin/env bun
+
+// Get workspace details
+// Usage: bun get_workspaces.js [workspace_id]
+// If no ID provided, gets all workspaces the agent has access to
+
+import { readFileSync } from 'fs';
+import { homedir } from 'os';
+import { join } from 'path';
+
+function loadEnv() {
+  const envPath = join(homedir(), 'Library/Mobile Documents/com~apple~CloudDocs/Geoffrey/secrets/.env');
+  const content = readFileSync(envPath, 'utf-8');
+  const env = {};
+  for (const line of content.split('\n')) {
+    if (line && !line.startsWith('#')) {
+      const [key, ...valueParts] = line.split('=');
+      if (key && valueParts.length) {
+        env[key.trim()] = valueParts.join('=').trim();
+      }
+    }
+  }
+  return env;
+}
+
+const env = loadEnv();
+const domain = env.FRESHSERVICE_DOMAIN;
+const apiKey = env.FRESHSERVICE_API_KEY;
+const baseUrl = `https://${domain}/api/v2`;
+
+async function getWorkspace(id) {
+  const response = await fetch(`${baseUrl}/workspaces/${id}`, {
+    headers: {
+      'Authorization': 'Basic ' + Buffer.from(`${apiKey}:X`).toString('base64'),
+      'Content-Type': 'application/json'
+    }
+  });
+
+  if (!response.ok) {
+    return { id, error: `${response.status}` };
+  }
+
+  const data = await response.json();
+  return data.workspace;
+}
+
+// Known workspace IDs from agent profile
+const workspaceIds = [2, 3, 4, 5, 6, 8, 9, 10, 11, 13];
+const specificId = process.argv[2];
+
+try {
+  if (specificId) {
+    const workspace = await getWorkspace(parseInt(specificId));
+    console.log(JSON.stringify(workspace, null, 2));
+  } else {
+    const results = await Promise.all(workspaceIds.map(getWorkspace));
+    const workspaces = results
+      .filter(w => !w.error)
+      .map(w => ({
+        id: w.id,
+        name: w.name,
+        primary: w.primary,
+        state: w.state
+      }));
+    console.log(JSON.stringify({ workspaces }, null, 2));
+  }
+} catch (e) {
+  console.error(JSON.stringify({ error: e.message }));
+  process.exit(1);
+}

skills/freshservice-manager/scripts/list_agents.js

@@ -0,0 +1,95 @@
+#!/usr/bin/env bun
+
+// List all agents
+// Usage: bun list_agents.js [query]
+// Query can be first name, last name, or email to filter
+
+import { readFileSync } from 'fs';
+import { homedir } from 'os';
+import { join } from 'path';
+
+function loadEnv() {
+  const envPath = join(homedir(), 'Library/Mobile Documents/com~apple~CloudDocs/Geoffrey/secrets/.env');
+  const content = readFileSync(envPath, 'utf-8');
+  const env = {};
+  for (const line of content.split('\n')) {
+    if (line && !line.startsWith('#')) {
+      const [key, ...valueParts] = line.split('=');
+      if (key && valueParts.length) {
+        env[key.trim()] = valueParts.join('=').trim();
+      }
+    }
+  }
+  return env;
+}
+
+const env = loadEnv();
+const domain = env.FRESHSERVICE_DOMAIN;
+const apiKey = env.FRESHSERVICE_API_KEY;
+const baseUrl = `https://${domain}/api/v2`;
+
+const query = process.argv[2]?.toLowerCase();
+
+async function listAgents() {
+  let allAgents = [];
+  let page = 1;
+  let hasMore = true;
+
+  while (hasMore) {
+    const response = await fetch(`${baseUrl}/agents?per_page=100&page=${page}`, {
+      headers: {
+        'Authorization': 'Basic ' + Buffer.from(`${apiKey}:X`).toString('base64'),
+        'Content-Type': 'application/json'
+      }
+    });
+
+    if (!response.ok) {
+      const error = await response.text();
+      return { error: `API error ${response.status}: ${error}` };
+    }
+
+    const data = await response.json();
+    allAgents = allAgents.concat(data.agents);
+
+    // Check if there are more pages
+    hasMore = data.agents.length === 100;
+    page++;
+  }
+
+  // Filter and simplify
+  let agents = allAgents
+    .filter(a => a.active)
+    .map(a => ({
+      id: a.id,
+      name: `${a.first_name} ${a.last_name}`,
+      first_name: a.first_name,
+      last_name: a.last_name,
+      email: a.email,
+      job_title: a.job_title
+    }));
+
+  // Filter by query if provided
+  if (query) {
+    agents = agents.filter(a =>
+      a.first_name.toLowerCase().includes(query) ||
+      a.last_name.toLowerCase().includes(query) ||
+      a.email.toLowerCase().includes(query)
+    );
+  }
+
+  // Sort by first name
+  agents.sort((a, b) => a.first_name.localeCompare(b.first_name));
+
+  return {
+    count: agents.length,
+    agents
+  };
+}
+
+try {
+  const result = await listAgents();
+  console.log(JSON.stringify(result, null, 2));
+} catch (e) {
+  console.error(JSON.stringify({ error: e.message }));
+  process.exit(1);
+}

skills/freshservice-manager/scripts/list_tickets.js

@@ -0,0 +1,119 @@
+#!/usr/bin/env bun
+
+// List tickets with filters
+// Usage: bun list_tickets.js [options]
+// Options passed as JSON: {"workspace_id": 2, "filter": "open", "agent_id": 123, "per_page": 30}
+
+import { readFileSync } from 'fs';
+import { homedir } from 'os';
+import { join } from 'path';
+
+function loadEnv() {
+  const envPath = join(homedir(), 'Library/Mobile Documents/com~apple~CloudDocs/Geoffrey/secrets/.env');
+  const content = readFileSync(envPath, 'utf-8');
+  const env = {};
+  for (const line of content.split('\n')) {
+    if (line && !line.startsWith('#')) {
+      const [key, ...valueParts] = line.split('=');
+      if (key && valueParts.length) {
+        env[key.trim()] = valueParts.join('=').trim();
+      }
+    }
+  }
+  return env;
+}
+
+const env = loadEnv();
+const domain = env.FRESHSERVICE_DOMAIN;
+const apiKey = env.FRESHSERVICE_API_KEY;
+const baseUrl = `https://${domain}/api/v2`;
+
+// Parse options
+let options = {};
+if (process.argv[2]) {
+  try {
+    options = JSON.parse(process.argv[2]);
+  } catch (e) {
+    console.error(JSON.stringify({ error: 'Invalid JSON options' }));
+    process.exit(1);
+  }
+}
+
+async function listTickets(options) {
+  const params = new URLSearchParams();
+
+  // Workspace filter (0 = all workspaces)
+  if (options.workspace_id !== undefined) {
+    params.append('workspace_id', options.workspace_id);
+  }
+
+  // Predefined filters: new_and_my_open, watching, spam, deleted
+  if (options.filter) {
+    params.append('filter', options.filter);
+  }
+
+  // Include related data
+  if (options.include) {
+    params.append('include', options.include);
+  }
+
+  // Pagination
+  params.append('per_page', options.per_page || 30);
+  if (options.page) {
+    params.append('page', options.page);
+  }
+
+  // Order
+  if (options.order_type) {
+    params.append('order_type', options.order_type);
+  }
+
+  // Updated since (for older tickets)
+  if (options.updated_since) {
+    params.append('updated_since', options.updated_since);
+  }
+
+  const url = `${baseUrl}/tickets?${params.toString()}`;
+
+  const response = await fetch(url, {
+    headers: {
+      'Authorization': 'Basic ' + Buffer.from(`${apiKey}:X`).toString('base64'),
+      'Content-Type': 'application/json'
+    }
+  });
+
+  if (!response.ok) {
+    const error = await response.text();
+    return { error: `API error ${response.status}: ${error}` };
+  }
+
+  const data = await response.json();
+
+  // Simplify output for readability
+  const tickets = data.tickets.map(t => ({
+    id: t.id,
+    subject: t.subject,
+    status: t.status,
+    priority: t.priority,
+    requester_id: t.requester_id,
+    responder_id: t.responder_id,
+    group_id: t.group_id,
+    workspace_id: t.workspace_id,
+    created_at: t.created_at,
+    updated_at: t.updated_at,
+    due_by: t.due_by
+  }));
+
+  return {
+    count: tickets.length,
+    tickets
+  };
+}
+
+try {
+  const result = await listTickets(options);
+  console.log(JSON.stringify(result, null, 2));
+} catch (e) {
+  console.error(JSON.stringify({ error: e.message }));
+  process.exit(1);
+}

skills/freshservice-manager/scripts/search_tickets.js

@@ -0,0 +1,80 @@
+#!/usr/bin/env bun
+
+// Search tickets with query
+// Usage: bun search_tickets.js '<query>' [workspace_id]
+// Query examples: "responder_id:123", "status:2 AND priority:3", "agent_id:123"
+
+import { readFileSync } from 'fs';
+import { homedir } from 'os';
+import { join } from 'path';
+
+function loadEnv() {
+  const envPath = join(homedir(), 'Library/Mobile Documents/com~apple~CloudDocs/Geoffrey/secrets/.env');
+  const content = readFileSync(envPath, 'utf-8');
+  const env = {};
+  for (const line of content.split('\n')) {
+    if (line && !line.startsWith('#')) {
+      const [key, ...valueParts] = line.split('=');
+      if (key && valueParts.length) {
+        env[key.trim()] = valueParts.join('=').trim();
+      }
+    }
+  }
+  return env;
+}
+
+const env = loadEnv();
+const domain = env.FRESHSERVICE_DOMAIN;
+const apiKey = env.FRESHSERVICE_API_KEY;
+const baseUrl = `https://${domain}/api/v2`;
+
+const query = process.argv[2];
+const workspaceId = process.argv[3] || '0';
+
+if (!query) {
+  console.error(JSON.stringify({ error: 'Query required. Example: "responder_id:6000130414"' }));
+  process.exit(1);
+}
+
+async function searchTickets(query, workspaceId) {
+  const url = `${baseUrl}/tickets/filter?query="${encodeURIComponent(query)}"&workspace_id=${workspaceId}`;
+
+  const response = await fetch(url, {
+    headers: {
+      'Authorization': 'Basic ' + Buffer.from(`${apiKey}:X`).toString('base64'),
+      'Content-Type': 'application/json'
+    }
+  });
+
+  if (!response.ok) {
+    const error = await response.text();
+    return { error: `API error ${response.status}: ${error}` };
+  }
+
+  const data = await response.json();
+
+  const tickets = data.tickets.map(t => ({
+    id: t.id,
+    subject: t.subject,
+    status: t.status,
+    priority: t.priority,
+    workspace_id: t.workspace_id,
+    responder_id: t.responder_id,
+    created_at: t.created_at,
+    updated_at: t.updated_at,
+    due_by: t.due_by
+  }));
+
+  return {
+    count: tickets.length,
+    tickets
+  };
+}
+
+try {
+  const result = await searchTickets(query, workspaceId);
+  console.log(JSON.stringify(result, null, 2));
+} catch (e) {
+  console.error(JSON.stringify({ error: e.message }));
+  process.exit(1);
+}

skills/freshservice-manager/scripts/update_ticket.js

@@ -0,0 +1,74 @@
+#!/usr/bin/env bun
+
+// Update an existing ticket
+// Usage: bun update_ticket.js <ticket_id> '<json>'
+// JSON: {"status": 4, "priority": 3, "responder_id": 123, "group_id": 456}
+
+import { readFileSync } from 'fs';
+import { homedir } from 'os';
+import { join } from 'path';
+
+function loadEnv() {
+  const envPath = join(homedir(), 'Library/Mobile Documents/com~apple~CloudDocs/Geoffrey/secrets/.env');
+  const content = readFileSync(envPath, 'utf-8');
+  const env = {};
+  for (const line of content.split('\n')) {
+    if (line && !line.startsWith('#')) {
+      const [key, ...valueParts] = line.split('=');
+      if (key && valueParts.length) {
+        env[key.trim()] = valueParts.join('=').trim();
+      }
+    }
+  }
+  return env;
+}
+
+const env = loadEnv();
+const domain = env.FRESHSERVICE_DOMAIN;
+const apiKey = env.FRESHSERVICE_API_KEY;
+const baseUrl = `https://${domain}/api/v2`;
+
+// Status: 2=Open, 3=Pending, 4=Resolved, 5=Closed
+// Priority: 1=Low, 2=Medium, 3=High, 4=Urgent
+
+const ticketId = process.argv[2];
+let updateData;
+
+if (!ticketId) {
+  console.error(JSON.stringify({ error: 'Ticket ID required' }));
+  process.exit(1);
+}
+
+try {
+  updateData = JSON.parse(process.argv[3]);
+} catch (e) {
+  console.error(JSON.stringify({ error: 'Invalid JSON for update data' }));
+  process.exit(1);
+}
+
+async function updateTicket(id, data) {
+  const response = await fetch(`${baseUrl}/tickets/${id}`, {
+    method: 'PUT',
+    headers: {
+      'Authorization': 'Basic ' + Buffer.from(`${apiKey}:X`).toString('base64'),
+      'Content-Type': 'application/json'
+    },
+    body: JSON.stringify(data)
+  });
+
+  if (!response.ok) {
+    const error = await response.text();
+    return { error: `API error ${response.status}: ${error}` };
+  }
+
+  const result = await response.json();
+  return result;
+}
+
+try {
+  const result = await updateTicket(ticketId, updateData);
+  console.log(JSON.stringify(result, null, 2));
+} catch (e) {
+  console.error(JSON.stringify({ error: e.message }));
+  process.exit(1);
+}