Gleap Card Analyzer (N2 Support)

Workflow

1. Get the Gleap card URL

Ask the user for the Gleap card URL if not already provided.

URL format: https://app.gleap.io/projects/{projectId}/{channel}/{ticketId}

Extract IDs from URL:

• ticketId: last path segment (24-char hex)
• projectId: segment after /projects/ (24-char hex)

2. Fetch card data

Run the fetch script. It may be installed locally or globally, so resolve the path first:

node "$HOME/.claude/skills/gleap-analyzer/scripts/fetch-gleap-card.js" <ticketId> <projectId>

This outputs a gleap-card-<ticketId>.json file in the current directory.

Requires GLEAP_API_KEY in .env. If missing, tell the user to add it.

3. Read and analyze the JSON

Read the generated gleap-card-<ticketId>.json file.

The file contains:

• ticket: card metadata (title, description, form data, assigned user, channel)
• messages: chronological conversation notes between support agents
• activities: activity log events

4. Produce the N2 analysis

Act as an N2 (level 2) support analyst. Write the analysis in Portuguese (pt-BR) since FieldControl is a Brazilian company.

Structure the output as:

Resumo do Card

• Título do card
• Canal (email, chat, etc.)
• Cliente/conta afetada
• Responsável atual
• Data de abertura → último update

Linha do Tempo

Chronological summary of key events from messages and activities. For each entry:

• Date, author, and what happened/was communicated
• Highlight escalations, blocks, and status changes

Análise de Causa Raiz

Based on the conversation, identify:

• What is the reported problem
• What was investigated
• What was found as root cause (or if still unknown)

Situação Atual

• Where does the card stand right now
• What was the last action taken and by whom
• Is it waiting on someone? Who?

Próximos Passos Sugeridos

Actionable next steps for N2 support, such as:

• Technical investigations to perform
• People to contact
• Scripts or queries to run
• Escalation recommendations if needed

5. Clean up

After presenting the analysis, ask the user if they want to keep the generated YAML file or delete it.