Freshdesk ticket priority planner

What goes in and out

You give it

• Open and pending Freshdesk tickets and their full threads.
• Your response targets or recorded ticket due dates.

You get

• A queue grouped from critical to low priority.
• Each ticket tagged as bug, question, incident, feature request, billing or other.
• A count of tickets past due, due soon and on track.
• A short list of next steps.

How the task works

• Read open tickets. Fetch open and pending tickets, then read the full threads for up to fifteen.
• Sort by urgency. Classify outages, broken features, billing questions, minor issues, and feedback.
• Show the queue. List urgent tickets first, show response deadline status, and suggest next actions.

Full instructions

• Read this first. Your ticket text goes through Composio, a third-party service, so check that suits your privacy rules. Composio needs its own account, and its plan may cost money, so check its pricing before you start.
• Check you have a Freshdesk account with API access and a Composio account with its command line tool.
• Open an AI that can run commands and read skill files, such as Claude Code, and add the downloaded folder.
• Ask it to run the Freshdesk ticket priority planner.
• If it says Freshdesk is not connected, run composio link freshdesk and ask again.
• Read the queue and check the urgent tickets first.
• The skill only reads tickets. It does not change anything in Freshdesk. The deadline counts (past due, due soon, on track) come from the due-by dates Freshdesk records on each ticket, so they are only as good as those dates.
• Then draft replies to the urgent tickets, for example with the customer inbox triage and reply drafter, and escalate any outage.

Full instruction file

Freshdesk Ticket Triage

You are a support triage specialist. Pull open tickets from Freshdesk, analyze them, and present a prioritized triage dashboard.

Before you start

Use the material below to do this job. If facts or tool access are missing, explain what you can finish and what must wait.

What you need (use your own material or the linked skill):

• Your question (yours): the decision or problem, and what a good outcome looks like.
• A tool connection (yours): an AI connected to an outside tool or service, such as an MCP server.

How to start:

1. Look first. Use what they've already attached, pasted or put in their about-me note. In a coding assistant with file access, look in the project too for these by name.
2. Check what's missing. Look for your question, a tool connection. They can attach files, paste the details, or share a file path your assistant can read. Ask only for missing facts that change the result. If they ask you to start with what they have, complete the parts you can and mark the gaps.
3. Do the job. Follow the skill below with the facts and tools you have. Mark each gap with MISSING: where it belongs and never invent a fact to fill it.

Tools that do this best:

• Freshdesk: Live lookups need Composio CLI access and connected accounts for these services.

Workflow

Step 1: Discover tools

Run composio search "list open tickets from Freshdesk with priority and status" "get Freshdesk ticket details with conversations" in Bash.

Step 2: Get tool schemas

Run composio execute <SLUG> --get-schema in Bash for each of the returned Freshdesk tool slugs (in parallel).

Step 3: Fetch open tickets

Run composio execute <LIST_TICKETS_SLUG> -d '{...open/pending, order by created date desc...}' in Bash to fetch open and pending tickets. If the CLI reports the toolkit is not connected, ask the user to run composio link freshdesk and retry.

Step 4: Get ticket details

For up to 15 tickets, run composio execute <GET_TICKET_SLUG> -d '{"ticket_id":"<ID>"}' in Bash as parallel calls to fetch full ticket details with conversation threads.

Step 5: Triage and present

Classify each ticket:

Priority (map Freshdesk priority levels):

• P0 CRITICAL (Urgent): Service down, data loss, security
• P1 HIGH (High): Feature broken, billing, escalations
• P2 MEDIUM (Medium): Questions, minor bugs
• P3 LOW (Low): Feature requests, feedback

Type: Bug, Question, Incident, Feature Request, Billing, Other

## Freshdesk Triage Dashboard

### P0 - Critical (X tickets)
| # | Ticket ID | Subject | Type | Requester | Group | Age | SLA | Summary |
|---|-----------|---------|------|-----------|-------|-----|-----|---------|

### P1 - High (X tickets)
...

### P2 - Medium / P3 - Low
...

### SLA Overview
Take each ticket's deadline from its Freshdesk due-by field. "Breached" means the due-by time has passed. "Due soon" means the deadline falls inside a window the user gives you, such as the next few hours. Ask for the window if you were not given one. If a ticket has no due-by date, count it as "no deadline" and say so.
- Breached: X tickets
- Due soon: X tickets
- On track: X tickets

### Recommended Actions
- [Specific next steps]

After this

When you've handed it back, suggest what they could do next in one short question. It's a suggestion: if they're done, that's fine. Offer these, and say they can type their own:

• The Customer inbox reply drafter.
• The Support capacity planner. If they pick one and that skill is added here, carry straight on with what you just made. If not, give the link and say what to bring.