--- title: "Freshdesk ticket priority planner" type: "skill" url: "https://useaiblocks.com/skills/freshdesk-ticket-priority-planner" updated: "2026-10-28" first_published: "2026-10-25" job: "Help your customers" tested: true licence: "MIT" source: "https://github.com/composio-community/support-skills/tree/83382c4b055fc4e5b055044adb5bfb7585484c9a/freshdesk-triage" instructions: "https://useaiblocks.com/skills/freshdesk-ticket-priority-planner/SKILL.md" --- # Freshdesk ticket priority planner > Connect Freshdesk. Get open tickets grouped by urgency, issue type and response deadline. 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. Free skill for the job "Help your customers" · Level: intermediate · Thinking: medium · Safety checked · Updated 2026-10-28 ## Links - Page: https://useaiblocks.com/skills/freshdesk-ticket-priority-planner - Instructions (SKILL.md): https://useaiblocks.com/skills/freshdesk-ticket-priority-planner/SKILL.md - All files (zip): https://useaiblocks.com/skills/freshdesk-ticket-priority-planner.zip - JSON version: https://useaiblocks.com/skills/freshdesk-ticket-priority-planner.json - In your AI: connect https://useaiblocks.com/mcp and ask "Use AI Blocks to get freshdesk-ticket-priority-planner" ## What you give it - Open and pending Freshdesk tickets and their full threads. - Your response targets or recorded ticket due dates. ## What 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. ## Example: what goes in and what comes out ### What goes in - 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) ### Before you start - 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 ### What comes out - **P0 - Critical**: Urgent tickets such as outages, data loss or security issues, with subject, type, requester, group, age, deadline and summary. - **P1 - High**: Tickets about broken features, billing or escalations, in the same table layout. - **P2 - Medium / P3 - Low**: Questions, minor bugs, feature requests and feedback, each in its own table. - **SLA Overview**: A count of tickets that have missed their response deadline, are due soon, or are on track. - **Recommended Actions**: Specific next steps for the tickets that need attention first. ## Use it 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 it 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. ## How to use it 1. 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. 2. Check you have a Freshdesk account with API access and a Composio account with its command line tool. 3. Open an AI that can run commands and read skill files, such as Claude Code, and add the downloaded folder. 4. Ask it to run the Freshdesk ticket priority planner. 5. If it says Freshdesk is not connected, run composio link freshdesk and ask again. 6. Read the queue and check the urgent tickets first. 7. 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. 8. Then draft replies to the urgent tickets, for example with the customer inbox triage and reply drafter, and escalate any outage. ## What to do next - [Customer inbox reply drafter](https://useaiblocks.com/skills/customer-inbox-triage-and-reply-drafter): Customer inbox reply drafter - [Support capacity planner](https://useaiblocks.com/skills/support-capacity-planner): Support capacity planner ## Sources and credits - From Composio: https://github.com/composio-community/support-skills/tree/83382c4b055fc4e5b055044adb5bfb7585484c9a/freshdesk-triage, shared under the MIT licence (original name: freshdesk-triage). - [freshdesk-triage skill](https://github.com/composio-community/support-skills/tree/83382c4b055fc4e5b055044adb5bfb7585484c9a/freshdesk-triage), Composio: 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. ## Instructions (SKILL.md) ## 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 --get-schema` in Bash for each of the returned Freshdesk tool slugs (in parallel). #### Step 3: Fetch open tickets Run `composio execute -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 -d '{"ticket_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](https://useaiblocks.com/skills/customer-inbox-triage-and-reply-drafter). - The [Support capacity planner](https://useaiblocks.com/skills/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.