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

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

Priority Codes