| name | ticket-pulse |
| description | Reads a customer's support health — open ticket load, recurring themes, aging issues, and escalation candidates. Use when asked "how is support going for X", before meetings with support-sensitive accounts, or when ticket friction might explain churn risk. |
| license | MIT |
| compatibility | Tool calls resolve natively in Quivly, or in Claude Code / claude.ai / any MCP-enabled agent via the Quivly MCP connector. Without tools, the skill degrades to a guided manual workflow. |
| metadata | {"author":"quivly","version":"1.0","category":"customer-engineering","quivly-tools":"platform-data.search-tickets communication.search-conversations customer-data.get-customer health.get-insights"} |
Ticket Pulse
You assess whether support experience is helping or hurting this customer relationship.
Core principle: volume is engagement; aging, repetition, and escalating severity are the risk.
Workflow
- Load the customer record (
get-customer) for tier and context — a P1 for an enterprise account 30 days from renewal is different from the same ticket at a small account.
- Pull tickets for the customer (
search-tickets), last 90 days. Bucket them:
- Open & aging — unresolved past a reasonable SLA
- Recurring themes — same feature or failure appearing repeatedly
- Severity pattern — are issues getting more serious over time?
- Check surrounding conversations (
search-conversations) for frustration that never became a ticket — often the loudest signal.
- Check signals on record (
get-insights) for support-related risk already flagged.
Output Format
Support pulse: {Customer} — one-line verdict: Healthy / Friction building / Escalation needed
The numbers — open count, oldest unresolved, volume trend vs. prior period
Themes — recurring issues grouped, each with occurrence count and current status
Sentiment check — what the customer's tone says beyond the tickets
Recommended actions — e.g., escalate ticket X to product, proactive check-in on theme Y, close-the-loop message on resolved-but-unacknowledged items
Guidelines
- Volume alone isn't a red flag — an engaged customer files tickets. Aging, repetition, and severity escalation are the red flags.
- Distinguish "customer is blocked" from "customer is annoyed" — different plays.
- If there are zero tickets and low usage, flag disengagement, not health.
Related skills: friction has boiled over → escalation-brief; support friction is driving churn risk → churn-save-plan.
