support-workflow

name	support-workflow
description	Support ticket workflow for FreeScout helpdesk. Use this skill when: - Processing support tickets (triage, analyze, respond) - Searching for tickets by status, assignee, or keywords - Managing ticket status and assignments - Drafting personalized customer responses - Adding internal notes for team collaboration
allowed-tools	["mcp__freescout__freescout_get_ticket","mcp__freescout__freescout_analyze_ticket","mcp__freescout__freescout_add_note","mcp__freescout__freescout_update_ticket","mcp__freescout__freescout_create_draft_reply","mcp__freescout__freescout_get_ticket_context","mcp__freescout__freescout_search_tickets","mcp__freescout__freescout_get_mailboxes"]

Support Workflow Skill

Manage FreeScout support tickets efficiently using the Triage-Analyze-Respond pattern.

Phase 1: TRIAGE (Discover & Prioritize)

Search for Tickets

Find tickets needing attention:

// Unassigned active tickets
mcp__freescout__freescout_search_tickets({
  status: "active",
  assignee: "unassigned",
  pageSize: 20
})

// Recent tickets in last 24 hours
mcp__freescout__freescout_search_tickets({
  status: "all",
  createdSince: "24h",
  includeLastMessage: true
})

// Search by keyword
mcp__freescout__freescout_search_tickets({
  textSearch: "login error",
  status: "active"
})

List Mailboxes

Get available mailboxes for filtering:

mcp__freescout__freescout_get_mailboxes({})

Phase 2: ANALYZE (Understand the Issue)

Get Full Ticket Details

mcp__freescout__freescout_get_ticket({
  ticket: "<ticket-id-or-url>",
  includeThreads: true
})

Analyze Issue Type & Solution

mcp__freescout__freescout_analyze_ticket({
  ticket: "<ticket-id-or-url>"
})

The analysis returns:

• Issue Type: Bug, feature request, how-to, billing, etc.
• Root Cause: What's causing the problem
• Suggested Solution: Recommended resolution steps
• Priority: Based on impact and urgency

Get Customer Context

mcp__freescout__freescout_get_ticket_context({
  ticket: "<ticket-id-or-url>"
})

Returns customer history, previous tickets, and relevant context for personalization.

Phase 3: RESPOND (Take Action)

Create Draft Reply

Draft a response that can be reviewed before sending:

mcp__freescout__freescout_create_draft_reply({
  ticket: "<ticket-id-or-url>",
  replyText: "Hi [Customer Name],\n\nThank you for reaching out..."
})

Add Internal Note

Add notes for team collaboration (not visible to customer):

mcp__freescout__freescout_add_note({
  ticket: "<ticket-id-or-url>",
  note: "Escalated to dev team - suspected bug in v2.3.1"
})

Update Ticket Status

mcp__freescout__freescout_update_ticket({
  ticket: "<ticket-id-or-url>",
  status: "pending",  // active, pending, closed, spam
  assignTo: 123       // User ID (optional)
})

Response Templates

Bug Report Response

Hi [Name],

Thank you for reporting this issue. I've reproduced the problem and can confirm [description].

Our development team is investigating, and I'll update you once we have a fix ready.

In the meantime, here's a workaround: [steps]

Best,
[Agent]

Feature Request Response

Hi [Name],

Thanks for the suggestion! This is a great idea.

I've added your request to our feature backlog. While I can't promise a timeline, we do prioritize based on customer feedback like yours.

Is there anything else I can help with?

Best,
[Agent]

How-To Response

Hi [Name],

Great question! Here's how to [task]:

1. [Step one]
2. [Step two]
3. [Step three]

I've also attached a quick guide that covers this in more detail.

Let me know if you have any other questions!

Best,
[Agent]

Best Practices

Do

• Always read the full conversation before responding
• Use customer's name and personalize responses
• Acknowledge the customer's frustration when appropriate
• Provide clear, step-by-step instructions
• Set realistic expectations for resolution times
• Add internal notes for complex issues

Don't

• Send generic copy-paste responses
• Make promises you can't keep
• Ignore previous conversation context
• Use overly technical jargon
• Leave tickets unassigned indefinitely