How does it handle customer history?

The get_ticket_context tool retrieves customer history and previous interactions, allowing Claude to personalize responses and understand recurring issues.

Does it support multiple FreeScout mailboxes?

Yes, the skill can list all available mailboxes and search for tickets across specific mailboxes using the provided tools.

Can Claude determine the priority of a support ticket?

Yes, the analyze_ticket tool evaluates the content to identify the issue type, root cause, and suggested priority based on impact and urgency.

Does this skill send replies directly to customers?

No, the skill creates draft replies within FreeScout that your team can review, edit, and approve before sending to ensure quality and accuracy.

FreeScout Support Workflow

Name: FreeScout Support Workflow
Author: verygoodplugins

byverygoodplugins

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생산성 및 워크플로

Streamlines helpdesk management by triaging tickets, analyzing customer issues, and drafting personalized responses within FreeScout.

소개

The FreeScout Support Workflow skill transforms Claude into an intelligent support assistant capable of managing the entire helpdesk lifecycle. By following a structured Triage-Analyze-Respond pattern, it allows users to search for urgent tickets, perform deep root-cause analysis, and generate context-aware draft replies. It is particularly useful for teams looking to decrease response times, maintain consistent communication standards, and ensure that internal collaboration remains organized through automated note-taking and ticket assignment updates.

주요 기능

Automated ticket triage and multi-mailbox search capabilities
Real-time ticket status and assignment synchronization
Internal note management for seamless team collaboration
Context-aware draft generation for personalized customer replies
AI-powered issue analysis for root cause and priority detection
1 GitHub stars

사용 사례

Providing technical analysis and suggested solutions for complex bug reports
Automating the daily triage of high-volume unassigned support tickets
Generating high-quality response drafts based on historical customer context

소개

주요 기능

Automated ticket triage and multi-mailbox search capabilities
Real-time ticket status and assignment synchronization
Internal note management for seamless team collaboration
Context-aware draft generation for personalized customer replies
AI-powered issue analysis for root cause and priority detection
1 GitHub stars

사용 사례

Providing technical analysis and suggested solutions for complex bug reports
Automating the daily triage of high-volume unassigned support tickets
Generating high-quality response drafts based on historical customer context