--- name: support-platform-integration description: Integration with support and ticketing platforms allowed-tools: - Read - Write - Glob - Grep - Bash - WebFetch metadata: specialization: customer-experience domain: business category: Integration id: SK-011 graph: domains: [domain:customer-experience] skillAreas: [skill-area:customer-success, skill-area:community-management, skill-area:change-management-ops] workflows: [workflow:customer-journey-optimization, workflow:user-feedback-loop] roles: [role:customer-success-manager, role:support-engineer, role:operations-analyst] --- # Support Platform Integration Skill ## Overview The Support Platform Integration skill provides comprehensive integration capabilities with major support and ticketing platforms including Zendesk, Freshdesk, and ServiceNow. This skill enables automated ticket management, workflow execution, conversation history access, and knowledge base synchronization to streamline support operations. ## Capabilities ### Ticket Management - Create, update, and query tickets - Set ticket priority and severity levels - Assign tickets to agents or teams - Update ticket status and resolution - Manage ticket custom fields and tags - Link related tickets and parent/child relationships ### Workflow and Automation - Manage ticket workflows and state transitions - Trigger platform automations and triggers - Execute macros and response templates - Initiate escalation workflows - Coordinate multi-step resolution processes ### Conversation History Access - Access complete customer conversation history - Retrieve ticket thread and comments - Pull customer interaction timeline - Search historical tickets by criteria - Export conversation transcripts ### Automation and Macros - Trigger predefined automations - Execute response macros - Apply ticket routing rules - Initiate SLA countdown triggers - Manage auto-response configurations ### Analytics and Reporting - Generate support analytics reports - Extract ticket volume and trend data - Pull agent performance metrics - Calculate SLA compliance statistics - Create custom report exports ### Knowledge Base Synchronization - Sync knowledge base articles - Create and update KB content - Manage article categories and tags - Track article usage and feedback - Maintain version history ### Multi-Platform Support - Zendesk Support and Guide integration - Freshdesk and Freshservice integration - ServiceNow ITSM integration - Jira Service Management integration - Custom ticketing system adapters ## Usage ### Create Support Ticket ```yaml skill: support-platform-integration action: create-ticket parameters: platform: zendesk ticket: subject: "Unable to access dashboard after password reset" description: "Customer reports 403 error when accessing main dashboard" requester_email: "customer@example.com" priority: high type: incident tags: - access-issue - dashboard custom_fields: product_area: analytics customer_tier: enterprise ``` ### Query Ticket History ```yaml skill: support-platform-integration action: query-tickets parameters: platform: freshdesk filters: requester_id: "123456" status: [open, pending, resolved] created_after: "2025-01-01" include: - conversations - satisfaction_rating - time_entries limit: 50 ``` ### Execute Macro ```yaml skill: support-platform-integration action: execute-macro parameters: platform: zendesk ticket_id: "987654" macro_id: "escalate_to_tier2" comment: "Escalating per customer request for senior engineer" ``` ### Sync Knowledge Article ```yaml skill: support-platform-integration action: sync-kb-article parameters: platform: servicenow article: title: "How to Reset Two-Factor Authentication" category: "Account Security" content_markdown: | ## Steps to Reset 2FA 1. Navigate to Security Settings 2. Click "Reset 2FA" ... status: published visibility: public ``` ### Generate Support Report ```yaml skill: support-platform-integration action: generate-report parameters: platform: zendesk report_type: sla_compliance date_range: start: "2025-01-01" end: "2025-01-31" group_by: team metrics: - first_response_time - resolution_time - breach_count ``` ## Process Integration This skill integrates with the following customer experience processes: | Process | Integration Points | |---------|-------------------| | ticket-triage-routing.js | Ticket creation, priority assignment, routing automation | | escalation-management.js | Workflow transitions, tier assignments, escalation tracking | | sla-management.js | SLA timer management, breach alerts, compliance reporting | | itil-incident-management.js | Incident tickets, major incident workflows, PIR tracking | ## Dependencies - Support platform API credentials (API tokens or OAuth) - Webhook configuration for real-time events - Rate limiting awareness for API quotas - Custom field mapping configurations - Agent and team ID mappings ## Best Practices 1. **Idempotency**: Design operations to be safely retryable 2. **Webhook Reliability**: Implement webhook verification and retry handling 3. **Rate Limiting**: Monitor API usage and implement throttling 4. **Data Privacy**: Filter PII from logs and external syncs 5. **Bulk Operations**: Use batch APIs for high-volume operations 6. **Testing**: Use sandbox environments for integration testing ## Shared Potential This skill is a strong candidate for extraction to a shared library with applicability to: - DevOps/SRE (incident management) - IT Operations - Internal Helpdesk - Product Support --- Source attribution: a5c-ai Original project: https://github.com/a5c-ai/babysitter License: MIT License information: https://opensource.org/license/mit Original upstream instructions; downloaded from Dave AI. ## Upstream license notice MIT License Copyright (c) 2026 Gabriel Moreira Permission is hereby granted, free of charge, to any person obtaining a copy of this software and associated documentation files (the "Software"), to deal in the Software without restriction, including without limitation the rights to use, copy, modify, merge, publish, distribute, sublicense, and/or sell copies of the Software, and to permit persons to whom the Software is furnished to do so, subject to the following conditions: The above copyright notice and this permission notice shall be included in all copies or substantial portions of the Software. THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE. # Dave AI resource metadata Creator / publisher: a5c-ai Original project: https://github.com/a5c-ai/babysitter Attribution basis: Upstream repository explicitly recorded in package mirror path Fields of work: Operations, Sales, Customer Support Roles: Business Development, Customer Success Manager, Operations Manager, Support Agent, Technical Support Specialties: API Tools: Freshdesk, Jira, Zendesk Country applicability: Country not specified Classification basis: Source catalog labels Instruction SHA-256: a6f68cf68579dbd131bf043eb3dbe1dd7223452f643da62e5cc71a8a3c938b7d