pp-freshservice - SKILL.md Agent Skill

name: pp-freshservice description: "Every Freshservice operation in one Go binary — with offline search, SLA intelligence, and agent-native JSON that... Trigger phrases: list open tickets in freshservice, create a ticket in freshservice, check SLA breach risk, who has the most open tickets, find related freshservice tickets, approve a change in freshservice, search freshservice knowledge base, use freshservice, freshservice ticket status." author: "Mark van de Ven" license: "Apache-2.0" argument-hint: " [args] | install cli|mcp" allowed-tools: "Read Bash" metadata: openclaw: requires: bins: - freshservice-pp-cli

Freshservice — Printing Press CLI

Prerequisites: Install the CLI

This skill drives the freshservice-pp-cli binary. You must verify the CLI is installed before invoking any command from this skill. If it is missing, install it first:

Install via the Printing Press installer. It defaults binaries to $HOME/.local/bin on macOS/Linux and %LOCALAPPDATA%\Programs\PrintingPress\bin on Windows:
```
npx -y @mvanhorn/printing-press-library install freshservice --cli-only
```
Verify: freshservice-pp-cli --version
Ensure the reported install directory is on $PATH for the agent/runtime that will invoke this skill.

If the npx install fails (no Node, offline, etc.), fall back to a direct Go install (requires Go 1.26.3 or newer):

go install github.com/mvanhorn/printing-press-library/library/productivity/freshservice/cmd/freshservice-pp-cli@latest

If --version reports "command not found" after install, the runtime cannot see the binary directory on $PATH. Do not proceed with skill commands until verification succeeds.

When to Use This CLI

Use freshservice-pp-cli when an AI agent needs to query, create, or update ITSM records in Freshservice — ticket triage, change approval workflows, asset inventory checks, or SLA compliance reporting. It is especially powerful for cross-entity correlation tasks (finding all open tickets linked to an asset, checking change window collisions, or surfacing knowledge gaps) that would require multiple API calls and manual data joining if done via raw HTTP.

Unique Capabilities

These capabilities aren't available in any other tool for this API.

SLA Management

breach-risk — Shows every open ticket projected to breach SLA within the next N hours, sorted by minutes remaining — act before the clock runs out, not after.

Use this when an SRE or IT admin needs to know which tickets will breach SLA before the next check-in — prevents reactive firefighting.
```
freshservice-pp-cli breach-risk --hours 4 --group Infrastructure --agent
```
dept-sla — Aggregates SLA compliance percentage, breach count, and mean time to resolve by requester department for a rolling period — exec-ready ranking without exporting to Excel.

Use this when an AI agent is generating an executive SLA compliance report or identifying departments that need service level attention.
```
freshservice-pp-cli dept-sla --period 30d --sort breach-rate --agent
```

Daily Workflow

my-queue — Combines all tickets assigned to you with SLA countdown plus any change records awaiting your approval — the first command an agent runs each morning.

Use this to get an AI agent's complete pending workload in one structured call before deciding which task to action next.
```
freshservice-pp-cli my-queue user_at_example.com --agent
```
search — Runs a single ranked full-text search across tickets, assets, change records, and KB articles simultaneously — find everything related to an incident keyword in one shot.

Use this when an AI agent needs to gather context about a symptom across all ITSM entities before proposing a resolution.
```
freshservice-pp-cli search "database crash" --in tickets,assets,changes --agent
```

Team Operations

workload — Table of agents with open ticket count, average ticket age, P1/P2 count, and normalized load score — see who is drowning and who has capacity in five seconds.

Use this when an AI agent needs to decide which human agent to assign a new ticket to based on current capacity.
```
freshservice-pp-cli workload --group "Network Support" --agent
```
oncall-gap — Identifies time windows where high-severity tickets arrived but no agent in the group acknowledged within SLA — surfaces staffing gaps in on-call rotations.

Use this to identify on-call schedule gaps before the next incident strikes the same window.
```
freshservice-pp-cli oncall-gap --group Infrastructure --period 4w --severity P1,P2 --agent
```

Change Management

change-collisions — Flags change records whose planned maintenance windows overlap, optionally filtered by CI — prevents two teams from scheduling conflicting downtime on the same system.

Use this before approving a change to verify no other group has a conflicting maintenance window on the same infrastructure.
```
freshservice-pp-cli change-collisions --window 48h --ci prod-db-01 --agent
```

Problem Management

recurrence — Uses FTS similarity on ticket subjects and descriptions to surface repeated symptom patterns grouped by asset, requester, or keyword — shows which problems keep coming back.

Use this to identify root-cause candidates when an AI agent is investigating a chronic incident pattern.
```
freshservice-pp-cli recurrence --asset FS-1042 --days 90 --agent
```

Knowledge Management

kb-gaps — Matches recent ticket subjects against the KB article corpus using FTS and ranks topic clusters with no matching article by ticket volume — tells you exactly what to document first.

Use this when an AI agent is drafting a knowledge base improvement plan and needs to prioritize which gaps to fill.
```
freshservice-pp-cli kb-gaps --group "Desktop Support" --days 30 --min-tickets 3 --agent
```

Asset Management

orphan-assets — Finds assets with no associated open ticket, no active contract, and no assigned user activity in the last N days — surfaces hardware you are paying maintenance on that nobody uses.

Use this during IT asset audits to identify candidates for decommission or reallocation without manual cross-referencing.
```
freshservice-pp-cli orphan-assets --type laptop --days 60 --agent
```

Command Reference

agent-fields — Manage agent fields

freshservice-pp-cli agent-fields — List agent form fields

agents — Manage agents

freshservice-pp-cli agents create — Create an agent
freshservice-pp-cli agents delete — Delete agent
freshservice-pp-cli agents get — Get agent by ID
freshservice-pp-cli agents list — List agents
freshservice-pp-cli agents update — Update agent

assets — Manage assets

freshservice-pp-cli assets create — Create an asset
freshservice-pp-cli assets delete — Delete an asset
freshservice-pp-cli assets get — Get asset by display ID
freshservice-pp-cli assets list — List or search assets
freshservice-pp-cli assets update — Update an asset

canned-responses — Manage canned responses

freshservice-pp-cli canned-responses get — Get canned response
freshservice-pp-cli canned-responses list — List canned responses

change-form-fields — Manage change form fields

freshservice-pp-cli change-form-fields — List change form fields

changes — Manage changes

freshservice-pp-cli changes create — Create a change
freshservice-pp-cli changes delete — Delete a change
freshservice-pp-cli changes filter — Filter changes by query
freshservice-pp-cli changes get — Get change by ID
freshservice-pp-cli changes list — List changes
freshservice-pp-cli changes update — Update a change

contracts — Manage contracts

freshservice-pp-cli contracts — List contracts

departments — Manage departments

freshservice-pp-cli departments — List departments

groups — Manage groups

freshservice-pp-cli groups create — Create agent group
freshservice-pp-cli groups get — Get agent group
freshservice-pp-cli groups list — List agent groups
freshservice-pp-cli groups update — Update agent group

locations — Manage locations

freshservice-pp-cli locations — List locations

products — Manage products

freshservice-pp-cli products create — Create product
freshservice-pp-cli products get — Get product
freshservice-pp-cli products list — List products
freshservice-pp-cli products update — Update product

requester-fields — Manage requester fields

freshservice-pp-cli requester-fields — List requester form fields

requesters — Manage requesters

freshservice-pp-cli requesters create — Create a requester
freshservice-pp-cli requesters deactivate — Deactivate requester
freshservice-pp-cli requesters get — Get requester by ID
freshservice-pp-cli requesters list — List requesters
freshservice-pp-cli requesters update — Update requester

service-catalog — Manage service catalog

freshservice-pp-cli service-catalog list-items — List service catalog items
freshservice-pp-cli service-catalog place-service-request — Place a service catalog request

solutions — Manage solutions

freshservice-pp-cli solutions get-category — Get knowledge base category
freshservice-pp-cli solutions list-categories — List knowledge base categories

ticket-form-fields — Manage ticket form fields

freshservice-pp-cli ticket-form-fields — List ticket form fields

tickets — Manage tickets

freshservice-pp-cli tickets create — Create a ticket
freshservice-pp-cli tickets delete — Delete a ticket
freshservice-pp-cli tickets filter — Filter tickets by query
freshservice-pp-cli tickets get — Get ticket by ID
freshservice-pp-cli tickets list — List tickets
freshservice-pp-cli tickets update — Update a ticket

vendors — Manage vendors

freshservice-pp-cli vendors — List vendors

workspaces — Manage workspaces

freshservice-pp-cli workspaces — List workspaces

Finding the right command

When you know what you want to do but not which command does it, ask the CLI directly:

freshservice-pp-cli which "<capability in your own words>"

which resolves a natural-language capability query to the best matching command from this CLI's curated feature index. Exit code 0 means at least one match; exit code 2 means no confident match — fall back to --help or use a narrower query.

Recipes

Triage the morning ticket queue

freshservice-pp-cli tickets filter --query "status:2 AND priority:3" --json --select tickets.id,tickets.subject,tickets.due_by,tickets.responder_id

pull high-priority open tickets via Freshservice's filter syntax with only the fields needed for triage routing

Check SLA risk before standup

freshservice-pp-cli breach-risk --hours 4 --agent

surface every ticket that will breach its SLA in the next 4 hours so the team can act proactively

Find recurring issues on a server

freshservice-pp-cli recurrence --asset FS-2301 --days 90 --agent

fingerprint repeated incident patterns linked to a specific asset over 90 days

Check for change window conflicts

freshservice-pp-cli change-collisions --window 48h --agent

detect overlapping maintenance windows before approving a new change

Get full context before creating a ticket

freshservice-pp-cli search "printer offline" --in tickets,assets,kb --agent --select results.type,results.id,results.subject,results.status

cross-entity search to find existing tickets, related assets, and KB articles before opening a duplicate

Auth Setup

Authenticate with a Personal Access Token (PAT) from your Freshservice account. Set FRESHSERVICE_APIKEY= and FRESHSERVICE_DOMAIN=<yourcompany.freshservice.com>, then run freshservice-pp-cli doctor to verify connectivity.

Run freshservice-pp-cli doctor to verify setup.

Agent Mode

Add --agent to any command. Expands to: --json --compact --no-input --no-color --yes.

Pipeable — JSON on stdout, errors on stderr
Filterable — --select keeps a subset of fields. Dotted paths descend into nested structures; arrays traverse element-wise. Critical for keeping context small on verbose APIs:
```
freshservice-pp-cli agent-fields --agent --select id,name,status
```
Previewable — --dry-run shows the request without sending
Offline-friendly — sync/search commands can use the local SQLite store when available
Non-interactive — never prompts, every input is a flag
Explicit retries — use --idempotent only when an already-existing create should count as success, and --ignore-missing only when a missing delete target should count as success

Response envelope

Commands that read from the local store or the API wrap output in a provenance envelope:

{
  "meta": {"source": "live" | "local", "synced_at": "...", "reason": "..."},
  "results": <data>
}

Parse .results for data and .meta.source to know whether it's live or local. A human-readable N results (live) summary is printed to stderr only when stdout is a terminal — piped/agent consumers get pure JSON on stdout.

Agent Feedback

When you (or the agent) notice something off about this CLI, record it:

freshservice-pp-cli feedback "the --since flag is inclusive but docs say exclusive"
freshservice-pp-cli feedback --stdin < notes.txt
freshservice-pp-cli feedback list --json --limit 10

Entries are stored locally at ~/.freshservice-pp-cli/feedback.jsonl. They are never POSTed unless FRESHSERVICE_FEEDBACK_ENDPOINT is set AND either --send is passed or FRESHSERVICE_FEEDBACK_AUTO_SEND=true. Default behavior is local-only.

Write what surprised you, not a bug report. Short, specific, one line: that is the part that compounds.

Output Delivery

Every command accepts --deliver <sink>. The output goes to the named sink in addition to (or instead of) stdout, so agents can route command results without hand-piping. Three sinks are supported:

Sink	Effect
`stdout`	Default; write to stdout only
`file:<path>`	Atomically write output to `<path>` (tmp + rename)
`webhook:<url>`	POST the output body to the URL (`application/json` or `application/x-ndjson` when `--compact`)

Unknown schemes are refused with a structured error naming the supported set. Webhook failures return non-zero and log the URL + HTTP status on stderr.

Named Profiles

A profile is a saved set of flag values, reused across invocations. Use it when a scheduled agent calls the same command every run with the same configuration - HeyGen's "Beacon" pattern.

freshservice-pp-cli profile save briefing --json
freshservice-pp-cli --profile briefing agent-fields
freshservice-pp-cli profile list --json
freshservice-pp-cli profile show briefing
freshservice-pp-cli profile delete briefing --yes

Explicit flags always win over profile values; profile values win over defaults. agent-context lists all available profiles under available_profiles so introspecting agents discover them at runtime.

Exit Codes

Code	Meaning
0	Success
2	Usage error (wrong arguments)
3	Resource not found
4	Authentication required
5	API error (upstream issue)
7	Rate limited (wait and retry)
10	Config error

Argument Parsing

Parse $ARGUMENTS:

Empty, help, or --help → show freshservice-pp-cli --help output
Starts with install → ends with mcp → MCP installation; otherwise → see Prerequisites above
Anything else → Direct Use (execute as CLI command with --agent)

MCP Server Installation

Install the MCP binary from this CLI's published public-library entry or pre-built release, then register it:

claude mcp add freshservice-pp-mcp -- freshservice-pp-mcp

Verify: claude mcp list

Direct Use

Check if installed: which freshservice-pp-cli If not found, offer to install (see Prerequisites at the top of this skill).
Match the user query to the best command from the Unique Capabilities and Command Reference above.

Execute with the --agent flag:

freshservice-pp-cli <command> [subcommand] [args] --agent

If ambiguous, drill into subcommand help: freshservice-pp-cli <command> --help.