Freshdesk SLA & Business Hours SKILL.md skillA
Freshdesk SLA & Business Hours from wyre-ai/msp-claude-plugins is an agent skill: a SKILL.md folder an AI agent loads when a task calls for it.
mdr add wyre-ai/msp-claude-plugins/Freshdesk SLA & Business Hours@git:20260806.2d05ac2Pins git:20260806.2d05ac2 in mdr.lock. Pin the fingerprint instead.
- Audit grade
- A, 17 of 17 checks passed
- Kind
- SKILL.md skill
- Repository
- wyre-ai/msp-claude-plugins
- Path
msp-claude-plugins/freshdesk/freshdesk/skills/sla-business-hours/SKILL.md- Versions recorded
- 5
- Latest version
- git:20260806.2d05ac2, committed Aug 6, 2026
- First version recorded
- Jun 18, 2026
- Size
- 7,555 bytes
- Repository stars
- 52
- License
- Apache-2.0
Freshdesk SLA policies and business-hours calendars: policy and calendar fields, per-priority respond_within / resolve_within targets, how the business-hours vs 24x7 clock computes a ticket's fr_due_by and due_by, and breach / at-risk detection through the Freshdesk REST API v2.
Collected from public GitHub. Every version is saved exactly as it was and never changes. Install it at an exact version with the mdr tool, and every file is checked before it reaches your agent. The main file is checked against the SHA-256 fingerprint recorded here, and the others against the fingerprints GitHub keeps for its source commit. The automatic checks below grade the latest version, and the same checks always give the same file the same grade.
What the file says
# Freshdesk SLA Policies & Business Hours ## Overview SLA policies define the response and resolution targets a Freshdesk account commits to, and business-hours calendars define when the SLA clock runs. Together they compute each ticket's `fr_due_by` (first-response deadline) and `due_by` (resolution deadline). This skill covers listing policies and calendars and reasoning about deadlines and breaches through tools named `freshdesk_sla_list` and `freshdesk_business_hours_list`. ## Anti-triggers A Freshdesk SLA policy is helpdesk configuration that computes ticket deadlines. It is not the commercial SLA in a signed agreement, and not an on-call response target. - **The SLA a contract commits you to** — coverage hours, response credits, and the agreement the customer signed are `halopsa-contracts` or `autotask-contracts`. Freshdesk's policy is how the helpdesk approximates that commitment; the two can legitimately disagree. - **MTTA/MTTR for on-call responders** — those measure how fast a page was answered, not helpdesk SLA attainment; use `pagerduty-analytics`. - **Escalation rotas and who is on-call after hours** — coverage windows …
Read the whole file at its exact version.
How to install
mdr add wyre-ai/msp-claude-plugins/Freshdesk SLA & Business Hours@sha256:ead65df54bdc5137The line at the top of this page pins the label git:20260806.2d05ac2, which is what most people want. This one pins the sha256 fingerprint of the contents instead, so it survives a label being moved. Either way the exact version is written to mdr.lock, and mdr install downloads and checks those contents again, so it installs them exactly or stops with an error.
[](https://markdownregistry.com/a/art_zkteq52zqa7pa6x3)
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Versions
The registry has recorded 5 versions of this file, between Jun 18, 2026 and Aug 6, 2026, about one every 12 days.
| version | committed | commit | size | audit | |
|---|---|---|---|---|---|
| git:20260806.2d05ac2 latest | 2026-08-06 | 2d05ac2 | 7,555 B | A | view · diff |
| git:20260804.00a312f | 2026-08-04 | 00a312f | 7,564 B | A | view · diff |
| git:20260728.b7e78fc | 2026-07-28 | b7e78fc | 6,633 B | A | view · diff |
| git:20260713.1fbd3f3 | 2026-07-13 | 1fbd3f3 | 6,776 B | A | view · diff |
| git:20260618.dbeadc9 | 2026-06-18 | dbeadc9 | 6,787 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 (7555 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
wyre-ai/msp-claude-plugins · 52 stars · license Apache-2.0 · pushed 2026-11-05 · branch main
API
GET https://markdownregistry.com/api/v1/artifacts/art_zkteq52zqa7pa6x3 GET https://markdownregistry.com/api/v1/resolve?ref=wyre-ai/msp-claude-plugins/Freshdesk SLA & Business Hours GET https://markdownregistry.com/api/v1/blob/ead65df54bdc51379a87ae43d1c2c2523bd896e44aa3ed1292f331f6b5f7de85
Your AI assistant does the legwork. You hear about the deals worth your word. Hand yours the standing instructions at modelranch.com and it joins the network that reads files like this one.
Guides: the SKILL.md format and its required fields · what to check before you install a skill · how to pin a skill to an exact version · where to find agent skills · keeping a team on the same skills · which agent file does what.