/ticket-summary

Summarize a single Freshdesk ticket and its full conversation thread — the request, what has happened, current SLA state, and the recommended next action

wyre-technology@wyre-technology

GitHub

From plugin

msp-claude-plugins

39200 skills141 agents200 commands

Install

$ npx -y skills add wyre-technology/msp-claude-plugins --agent claude-code

How it fires

How this command gets triggered: by you, by Claude, or both.

Fires itselfClaude auto-loads it when your prompt matches the work.
You can call itInvoke it directly when you want it.
Slash command/ticket-summary

Context preview

What this command does when you run it.

Summarize a single Freshdesk ticket and its full conversation thread — the request, what has happened, current SLA state, and the recommended next action

Command definition

ticket-summary.md

description: Summarize a single Freshdesk ticket and its full conversation thread — the request, what has happened, current SLA state, and the recommended next action
argument-hint: "<ticket_id>"
arguments: [ticket_id]

Freshdesk Ticket Summary

Produce a concise, handoff-ready summary of one Freshdesk ticket and its conversation history. Built for shift handovers, escalation context, and "catch me up on ticket 12345" moments where reading the whole thread yourself is slow.

Arguments

`ticket_id` (required) — The Freshdesk ticket id to summarize (required)

How it works

1. **Fetch the ticket with everything embedded** — `freshdesk_tickets_get` with `include=conversations,requester,company,stats`. One call pulls the ticket fields, the full reply/note thread, requester and company context, and the SLA timestamps. 2. **Reconstruct the thread** — walk the conversation entries in order, distinguishing `incoming` requester messages, outgoing agent replies, and `private` internal notes. Internal notes inform the summary but are flagged as internal, not quoted back as if they were sent to the customer. 3. **Read SLA state** — compare `due_by` (resolution-due) and `fr_due_by` (first-response-due) from `stats` against now to classify the ticket as breached, at-risk, or healthy.

What it produces

**Header** — ticket id, subject, requester + company, current status and

priority (as labels, translated from the integer encodings: status 2 Open / 3 Pending / 4 Resolved / 5 Closed; priority 1 Low - 4 Urgent), and assigned group/agent.

**The request** — a one-to-two sentence statement of what the requester

actually wants/reported.

**What has happened** — a short chronological digest of the conversation:

requester messages, agent replies, and the gist of internal notes.

**SLA state** — breached / at-risk / healthy, with the relevant `due_by` /

`fr_due_by` timestamp.

**Recommended next action** — the single most useful next step (reply, route,

escalate, await customer), framed for whoever picks the ticket up.

Notes

This command is **read-only**. It does not reply, update, or close the ticket

— summarizing a thread should never email the requester. To act on the summary, use the ticketing tools (`freshdesk_tickets_reply`, `freshdesk_tickets_update`, `freshdesk_tickets_add_note`) deliberately.