{ "schema": "aiblocks-page/1", "id": "freshdesk-ticket-priority-planner", "type": "skill", "name": "Freshdesk ticket priority planner", "summary": "Connect Freshdesk. Get open tickets grouped by urgency, issue type and response deadline.", "headline": "Freshdesk ticket priority planner", "subhead": "Share Freshdesk access or ticket details. It reads open and pending cases, checks conversations and deadlines, and separates outages from lower-priority requests. Get a triage dashboard with issue types, response risks and next actions. Live retrieval requires connected read access.", "job": { "id": "help-customers", "name": "Help your customers" }, "level": "intermediate", "thinking": "medium", "tested": true, "updated": "2026-10-28", "first_published": "2026-10-25", "inputs": [ { "type": "question", "required": true, "label": "Question", "what": "the problem, decision or piece of work you want help with, and what a good outcome looks like" }, { "type": "tool_connection", "required": true, "label": "Tool connection", "what": "an AI connected to an outside tool or service, such as an MCP server" } ], "outputs": [ { "type": "audit_report", "required": true, "label": "Audit report", "what": "findings with evidence, severity, missing inputs and next actions" } ], "you_give": [ "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." ], "use_when": [ "Your support queue has grown and you need to know what to answer first.", "You start your support day and want a ranked list of open tickets.", "You want to see which tickets are close to missing a response deadline.", "A manager asks which open tickets are urgent right now." ], "skip_when": [ "You want to check one ticket: open it in Freshdesk and read the thread.", "Your tickets come from chat, phone or social channels: use the tools built into those channels.", "You have no Freshdesk account: sort your tickets by hand in a spreadsheet." ], "output_sample": { "input": [ "Your Freshdesk account, connected through Composio", "Your open and pending tickets, read for you (up to 15 in full)", "Your response targets or ticket due dates (optional)" ], "prerequisites": [ "A Freshdesk account with API access", "A Composio account and its command line tool, with Freshdesk linked", "An AI that can run commands", "Ticket text is sent through Composio, so check this suits your privacy rules" ], "output": [ { "name": "P0 - Critical", "contains": "Urgent tickets such as outages, data loss or security issues, with subject, type, requester, group, age, deadline and summary." }, { "name": "P1 - High", "contains": "Tickets about broken features, billing or escalations, in the same table layout." }, { "name": "P2 - Medium / P3 - Low", "contains": "Questions, minor bugs, feature requests and feedback, each in its own table." }, { "name": "SLA Overview", "contains": "A count of tickets that have missed their response deadline, are due soon, or are on track." }, { "name": "Recommended Actions", "contains": "Specific next steps for the tickets that need attention first." } ] }, "how_to_use": [ "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." ], "checks": [], "next": [ { "name": "Customer inbox reply drafter", "url": "https://useaiblocks.com/skills/customer-inbox-triage-and-reply-drafter", "why": "Customer inbox reply drafter" }, { "name": "Support capacity planner", "url": "https://useaiblocks.com/skills/support-capacity-planner", "why": "Support capacity planner" } ], "source": { "by": "Composio", "repo": "composio-community/support-skills", "url": "https://github.com/composio-community/support-skills/tree/83382c4b055fc4e5b055044adb5bfb7585484c9a/freshdesk-triage", "licence": "MIT", "original_name": "freshdesk-triage", "commit": "83382c4b055fc4e5b055044adb5bfb7585484c9a" }, "credits": [ { "title": "freshdesk-triage skill", "by": "Composio", "url": "https://github.com/composio-community/support-skills/tree/83382c4b055fc4e5b055044adb5bfb7585484c9a/freshdesk-triage", "used": "Copied under the MIT licence. We gave it a plain name. We added Before you start and After this sections that link to other AI Blocks steps." } ], "files": [ "README.md" ], "links": { "page": "https://useaiblocks.com/skills/freshdesk-ticket-priority-planner", "markdown": "https://useaiblocks.com/skills/freshdesk-ticket-priority-planner.md", "json": "https://useaiblocks.com/skills/freshdesk-ticket-priority-planner.json", "instructions": "https://useaiblocks.com/skills/freshdesk-ticket-priority-planner/SKILL.md", "download": "https://useaiblocks.com/skills/freshdesk-ticket-priority-planner.zip", "api_item": "https://useaiblocks.com/api/v1/items/freshdesk-ticket-priority-planner", "api_document": "https://useaiblocks.com/api/v1/documents/skill/freshdesk-ticket-priority-planner", "mcp": "https://useaiblocks.com/mcp" } }