mvanhorn 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/binon macOS/Linux and%LOCALAPPDATA%\Programs\PrintingPress\binon Windows:npx -y @mvanhorn/printing-press-library install freshservice --cli-only - Verify:
freshservice-pp-cli --version - Ensure the reported install directory is on
$PATHfor 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 1.26.6 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 --agentdept-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 --agentsearch— 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" --agentoncall-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 agentfreshservice-pp-cli agents delete— Delete agentfreshservice-pp-cli agents get— Get agent by IDfreshservice-pp-cli agents list— List agentsfreshservice-pp-cli agents update— Update agent
assets — Manage assets
freshservice-pp-cli assets create— Create an assetfreshservice-pp-cli assets delete— Delete an assetfreshservice-pp-cli assets get— Get asset by display IDfreshservice-pp-cli assets list— List or search assetsfreshservice-pp-cli assets update— Update an asset
canned-responses — Manage canned responses
freshservice-pp-cli canned-responses get— Get canned responsefreshservice-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 changefreshservice-pp-cli changes delete— Delete a changefreshservice-pp-cli changes filter— Filter changes by queryfreshservice-pp-cli changes get— Get change by IDfreshservice-pp-cli changes list— List changesfreshservice-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 groupfreshservice-pp-cli groups get— Get agent groupfreshservice-pp-cli groups list— List agent groupsfreshservice-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 productfreshservice-pp-cli products get— Get productfreshservice-pp-cli products list— List productsfreshservice-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 requesterfreshservice-pp-cli requesters deactivate— Deactivate requesterfreshservice-pp-cli requesters get— Get requester by IDfreshservice-pp-cli requesters list— List requestersfreshservice-pp-cli requesters update— Update requester
service-catalog — Manage service catalog
freshservice-pp-cli service-catalog list-items— List service catalog itemsfreshservice-pp-cli service-catalog place-service-request— Place a service catalog request
solutions — Manage solutions
freshservice-pp-cli solutions get-category— Get knowledge base categoryfreshservice-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 ticketfreshservice-pp-cli tickets delete— Delete a ticketfreshservice-pp-cli tickets filter— Filter tickets by queryfreshservice-pp-cli tickets get— Get ticket by IDfreshservice-pp-cli tickets list— List ticketsfreshservice-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 —
--selectkeeps 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,statusPreviewable —
--dry-runshows the request without sendingOffline-friendly — sync/search commands can use the local SQLite store when available
Non-interactive — never prompts, every input is a flag
Explicit retries — use
--idempotentonly when an already-existing create should count as success, and--ignore-missingonly 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→ showfreshservice-pp-cli --helpoutput - Starts with
install→ ends withmcp→ 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-cliIf 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
--agentflag:freshservice-pp-cli <command> [subcommand] [args] --agent - If ambiguous, drill into subcommand help:
freshservice-pp-cli <command> --help.