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 week2= 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" 2Query 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"
- Find Jodi's agent ID:
bun list_agents.js jodi→ 6000542935 - Add note:
bun add_note.js 151501 '{"body": "...", "notify_emails": ["miloj@psd401.net"]}'
"Assign ticket to Mark"
- Find Mark's ID:
bun list_agents.js mark - Update ticket:
bun update_ticket.js <id> '{"responder_id": <mark_id>}'
"What approvals do I have?"
- Get approvals:
bun get_approvals.js - 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 |