MSP Operations

Generate an end-of-day handoff summary - open high-priority tickets, items awaiting next-shift action, and overnight on-call context if available

Daily kickoff report - SLA-at-risk count, unassigned queue size, yesterday's closed vs. opened, and any overnight escalations

List tickets currently breaching or about to breach SLA within a time window, sorted by urgency

Use this agent when a service manager, dispatcher, or team lead needs a full cross-board health read on the connected PSA — unassigned aging, SLA-at-risk count, technician load balance, stale/stuck tickets, and duplicate clusters, rolled into a single scored report. Trigger for: board health check, queue health, ticket board audit, stale tickets, unassigned queue, service desk health. Examples: "audit the board", "how healthy is the service desk right now", "run a board health check", "what's rotting in the queue", "morning board health check"

Use this agent when the unassigned ticket queue needs to be triaged and assigned to technicians, factoring in SLA pressure, client tier, ticket age, and current technician load. Trigger for: dispatch tickets, assign unassigned tickets, who should take this ticket, balance technician load. Examples: "dispatch the queue", "who should take ticket 4821", "assign today's unassigned tickets", "balance the workload across the team"

Use this agent when tickets have gone quiet and someone needs to figure out why and what to do about each one — not just that they're stale. Trigger for: stale tickets, follow up on old tickets, tickets going cold, chase waiting-on-client. Examples: "chase the stale tickets", "why haven't these tickets moved", "follow up on everything that's gone quiet", "what's stuck in waiting on client"

Use this skill for recurring ticket-board maintenance across whatever PSA is connected: detecting stale tickets (no activity in N days), finding and linking duplicate or related tickets, catching status-transition problems (tickets stuck in Waiting-on-Client past a threshold), and checking queue balance across technicians. This is board-wide hygiene, distinct from working any single ticket.

Use this skill when scoring and assigning an unassigned ticket queue across whatever PSA (and, where useful, RMM) is connected through the gateway. Covers the priority-scoring factors (SLA proximity, client tier, ticket age, technician load), and — critically — how to use conduit__search_tools to discover which PSA/RMM tools are actually available before assuming a specific vendor's tool names. Do not hardcode a vendor's tool surface; discover it first.

Use this skill when triaging SLA pressure on whatever PSA is connected through the gateway. Covers how to read breach-risk state across the major PSA families (Autotask, HaloPSA, ConnectWise Manage, Syncro, Kaseya BMS), a common escalation decision framework that sits on top of those different data models, how escalation severity and audience change by contract tier, and what evidence to gather before paging someone. Resolve status/priority/ SLA IDs via the connected PSA's own list tools (e.g. autotask__list_ticket_priorities, halopsa__tickets_list) — never hardcode tenant-specific IDs. If no PSA is connected, this skill degrades to general escalation guidance and says so explicitly.