gh-krishagel-geoffrey/skills/freshservice-manager/SKILL.md

name, description, triggers, allowed-tools, version

name	description	triggers	allowed-tools	version
freshservice-manager	Manage Freshservice tickets, approvals, and get team performance reports across all workspaces	freshservice ticket helpdesk what happened in freshservice tech team metrics daily summary weekly summary approvals assign to add note to ticket close ticket	Read, Bash	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

bun list_tickets.js '{"workspace_id": 2, "filter": "new_and_my_open"}'

Filters: new_and_my_open, watching, spam, deleted, archived

Search Tickets

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

bun get_ticket.js <ticket_id>

Get Service Request (with form data)

bun get_service_request.js <ticket_id>

Includes requester info, custom form fields, requested items.

Create Ticket

bun create_ticket.js '<json>'

Required: subject, description, email or requester_id Optional: priority, status, workspace_id

Update Ticket

bun update_ticket.js <ticket_id> '<json>'

Can update: status, priority, responder_id, group_id

Add Note

bun add_note.js <ticket_id> '{"body": "Note text", "private": true}'

Optional: notify_emails array to alert specific agents.

Agent Operations

List Agents

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

bun get_agent.js <email>

Approvals

Get Pending Approvals

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