freshservice-manager

# 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 week
- `2` = two weeks ago

**Output includes:**
- Total closed and daily average
- Peak day and slow day
- D