For support teams

Helpdesk Triage

Queue triage, SLA-risk ranking, on-brand reply drafts, thread summaries and weekly insights for support teams on Zendesk or Freshdesk, working from an export file or an optional connector.

Install

Claude Cowork or claude.ai: download the plugin file and install it.

Download Helpdesk Triage

Claude Code:

/plugin marketplace add brianshepardpss/plugin-creator
/plugin install helpdesk@plugin-creator

Try it in 60 seconds

/helpdesk:triage sample

This uses 40 fake tickets for Quillfern, a fictional booking-software company. You get a ranked table showing SLA time left, flags, the suggested owner and duplicate clusters, followed by drafts for the top 3 tickets. On the sample queue:

3 tickets are about to breach SLA (1004, 1009, 1012).
A legal threat (1021) is flagged.
Two SMS-outage tickets (1036, 1038) are clustered under a known issue.
A VIP's pasted card number (1026) is redacted.

Then try:

/helpdesk:draft 1017 sample: a refund request outside the 14-day window.

The draft cites the refund article and promises nothing.

/helpdesk:summarize 1030 sample: a 25-message thread condensed into a

handoff note of 150 words or fewer.

/helpdesk:weekly sample-freshdesk: the same tickets as a Freshdesk CSV,

showing drivers, SLA misses, CSAT, and macro and KB-gap candidates.

"Anything I should escalate?": runs the escalation-scout agent.

What it does

Piece	Job
`/helpdesk:triage` (queue-triage)	Ranked open queue: SLA time left, priority, category, legal/security/VIP/churn/anger/repeat flags, suggested owner, duplicate clusters, known-issue matches, plus drafts for the top 3
`/helpdesk:draft` (reply-draft)	Reply in your voice, grounded in KB and macros. Each claim is marked [KB] or [ASSUMED]. It never promises refunds or dates
`/helpdesk:summarize` (thread-summary)	Handoff note of 150 words or fewer: current ask, steps tried, sentiment, open commitments with dates, next step
`/helpdesk:weekly` (weekly-insights)	Volume delta, top drivers, SLA misses, CSAT detractors, and macro and KB-gap candidates
`/helpdesk:setup` (helpdesk-setup)	Export or connector choice, writing voice.md, KB layout, VIP list, Zendesk admin OAuth checklist
ticket-schema	One schema for both helpdesks. It maps Freshdesk status codes 2-7 and priority codes 1-4, and owns `helpdesk.py`
escalation-scout (agent)	Builds an escalation pack for the lead: legal, security, VIP, churn and repeat contacts
request	Drafts a feature request for you to file yourself

All the numbers come from skills/ticket-schema/scripts/helpdesk.py: SLA time left, scores, counts, deltas, CSAT share and day counts. The formulas are in its docstring.

Privacy

Card numbers and SSNs: Luhn-checked card numbers, SSNs, CVVs and

expiry dates are redacted in every output.

Contact and health details: requester emails, phone numbers and health details are not repeated

in summaries.

Files: nothing is written to disk except the files you ask setup to

create. In connector mode, tickets are piped to the script in memory.

What leaves your machine: nothing beyond your Claude conversation and

any connector you set up yourself. Ticket content is handled under your own Claude plan. Use a Team or Enterprise plan, with your company's approval, for customer data.

No telemetry: the plugin collects none.

Open source

MIT licensed, with its design brief and eval suite: github.com/brianshepardpss/helpdesk. Ideas or problems? Open an issue there, or ask the plugin's request skill to draft one for you.

Not affiliated with or endorsed by Zendesk. Not affiliated with or endorsed by Freshworks (Freshdesk).