service-desk skillA
service-desk is agent-read markdown (skill) from cbrock84/headcount: Runs the IT service desk — intake, triage, prioritization, escalation, knowledge, and the metrics that improve service rather than distort it. Use this to set up or fix a service desk, design ticket priority and escalation, reduce repeat contacts, structure a knowledge base, or work out why a desk hitting its targets still frustrates everyone..
Indexed from public GitHub and served as immutable, content-addressed versions. Install it pinned to an exact SHA-256 with the mdr CLI, and every file is verified against the hash recorded here before it reaches your agent. The deterministic audit below grades the latest version, and the same file always earns the same grade.
What the file says
# Service desk The service desk is where the whole IT organization is judged, usually by people having a bad day. Most of what makes it good is intake discipline and honest measurement. ## Intake determines everything downstream Capture enough at first contact to route correctly and act without a second exchange: who, what they were doing, what happened, what they expected, and how blocked they are. Give the requester a single channel that works. Multiple half-supported channels — a queue, a chat, a shoulder tap, a manager's direct message — mean the loudest request wins rather than the most urgent, and the desk's workload becomes unmeasurable because most of it is invisible. ## Priority is impact against urgency Priority is not a feeling. Define it on two axes — how many people are affected and how blocked they are — and publish the matrix so it can be applied consistently rather than argued each time. Keep **incidents** (something broken) separate from **requests** (something wanted). They have different clocks, different queues, and different success conditions, and merging them lets routine requests bury outages. …
Read the whole file at its exact version.
How to install
mdr add cbrock84/headcount/service-desk@git:20260901.0757404mdr add cbrock84/headcount/service-desk@sha256:e5d9aa9e5e6ebfbaPin to a label to follow the author's releases, or to a sha256 to freeze the exact bytes forever. Either way the resolved hash is written to mdr.lock, and mdr install reproduces it on any machine.
[](https://markdownregistry.com/a/art_w64gn3pzzmnpkht7)
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Versions
| version | committed | commit | size | audit | |
|---|---|---|---|---|---|
| git:20260901.0757404 latest | 2026-09-01 | 0757404 | 5,342 B | A | view · diff |
| git:20260830.8ec263e | 2026-08-30 | 8ec263e | 4,904 B | A | view · diff |
| git:20260829.2464776 | 2026-08-29 | 2464776 | 3,106 B | A | view · diff |
| git:20260829.3b7c308 | 2026-08-29 | 3b7c308 | 3,107 B | A | view |
Audit of the latest version
- pass: Frontmatter block present
- pass: Frontmatter declares a name
- pass: Frontmatter declares a description
- pass: Size between 200 bytes and 200 KB (5342 bytes)
- pass: No zero-width or bidi control characters
- pass: No instruction hidden inside an HTML comment
- pass: No link to an exfiltration or paste host
- pass: No credential-shaped string
- pass: No instruction to send local credentials anywhere
- pass: No text hidden with inline styles
- pass: No prompt-injection phrasing
- pass: No curl or wget piped into a shell
- pass: No recursive delete of root, home or parent
- pass: No instruction to read or print local credentials
- pass: No base64 blob over 200 characters
- pass: No link to a raw IP address
- pass: No script tag
Source
cbrock84/headcount · 1,664 stars · license MIT · pushed 2026-09-17 · branch main
API
GET https://markdownregistry.com/api/v1/artifacts/art_w64gn3pzzmnpkht7 GET https://markdownregistry.com/api/v1/resolve?ref=cbrock84/headcount/service-desk GET https://markdownregistry.com/api/v1/blob/e5d9aa9e5e6ebfba00cd59300ffb3dab14ccf56e96f6e3523fc6212e2b15473d
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