support-workflow

A workflow for handling FreeScout support tickets, which are customer requests managed in a helpdesk. It organizes the work into finding tickets, understanding the issue, and preparing a response.

In plain words
What is it for?
Use it to search tickets, review their conversations, classify issues, identify causes, draft customer replies, assign tickets, and add internal notes.
Why use it?
It gives support work a repeatable order, so urgent or unassigned requests are easier to find and analyze. It also supports team notes and ticket status or assignment changes.

Skill for Claude CodeCodex

Install

Getting it into your agent

One page per mod, every tool's command on it. A separate URL per tool would split the same page into five that compete with each other.

agentmods
npx agentmods add skills/verygoodplugins/claude-plugins/support-workflow
Any agent
npx skills add verygoodplugins/claude-plugins --skill support-workflow
Clone the repo
git clone --depth 1 https://github.com/verygoodplugins/claude-plugins

Made for: Claude Code, Codex.

Per session 65 Skills are progressive disclosure: only the name and description are preloaded; the body loads when the skill is used.
When invoked 1,095 The whole file, excluding the scripts and references it only reads on demand.
Security scan A 0 findings. Scan, not verified.
Origin original No closer match found in the catalogue.
Token cost

What it costs to keep this loaded

Counted locally with the o200k_base tokenizer, which is exact for GPT models; Claude uses its own tokenizer and its counts differ. Treat this as one consistent yardstick across the catalogue rather than a bill. Prices are per million input tokens.

ModelPer sessionOnce invoked
Fable 5 $0.00065 $0.01095
Opus 5 $0.00032 $0.00548
Sonnet 5 $0.00013 $0.00219
Haiku 4.5 $0.00006 $0.00110

Measured yesterday against content hash 01ca9fdd6da7, method: parsed. Prices are Anthropic first-party input rates as of 2026-08-30, from the pricing page.

Security

Grade A, and why

support-workflow scanned grade A with 0 findings against 26 rules in 11 categories — prompt injection, anti-refusal, data exfiltration, privilege escalation, supply chain, agent snooping, system-prompt leakage, SSRF and excessive agency — measured yesterday.

A static scan of the body, not an audit. Every finding is printed with the line that produced it so you can judge whether it matters here. A mod is markdown that instructs an agent; that is exactly why what it instructs is worth reading.

Nothing flagged

None of the 26 patterns this scan looks for appear in this file: no shell pipes, no recursive deletes, no credential paths, no hidden text, no instruction-override or anti-refusal phrasing, no agent-config snooping. That is not a guarantee, it is the absence of the things that are checkable.

plugins/freescout/skills/support-workflow/SKILL.md · 197 lines

How it starts

The opening of the file, as written. The whole thing — 197 lines — stays where its author put it; the contents beside it link to each section on GitHub.

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"
})

Read the full file on GitHub · 197 lines

Changes

What this file has done since we first saw it

Hashed on every crawl. A supply-chain change to an agent config is a question of when, not whether, so the history is kept rather than the latest state alone.

  1. yesterday First seen · 197 lines · 65 tokens per session scan A 01ca9fdd6da7

Subscribe to this mod's changes

support-workflow is a skill published in the GitHub repository verygoodplugins/claude-plugins (2 stars, last pushed 7mo ago), licensed MIT. It adds 65 tokens to every session and 1,095 once invoked, about $0.0003 per session on Opus 5. A static security scan graded it A with 0 findings. No closer match exists in the catalogue, so it is treated as the original; first seen 2026-08-31.

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