Initial assessment of new requests
For new tickets from mailbox and portal, the integrated model writes a short description and an internal AI note: what it is about, how urgent it seems, possible next steps and open questions. If you wish, it sets a priority, and administrators are notified of High or Urgent tickets. The customer sees none of this.
The initial assessment is off by default, writes in German unless you set English or the language of the ticket for the instance, and only evaluates text, not attachments. Only tickets with an assigned customer or from categories you enable for it are analysed. Tickets created by hand, via webhook or from Tactical RMM do not go through it, and the rating can be wrong.
Summarising long conversations
With “Summarise ticket”, Skipper summarises a ticket as an internal note, structured into the request, what has happened so far and what is still open. This helps with handovers, cover during absences and long customer conversations.
The summary is off by default, and internal notes are not included. Each click is a request to the provider.
Open a ticket or wiki page in an AI chat
A button with the name of your provider, such as Claude, opens a new chat, prepared with the number and subject of the ticket. The assistant loads the content itself via the MCP server. “Document knowledge” takes the same route: the assistant goes through the ticket and suggests an addition or a new page in the customer wiki. By default, Skipper asks about this when you resolve a customer ticket on the ticket page.
Each person connects Skipper to their AI chat themselves, and the question when resolving appears even if nobody has done so. The subject is part of the link and therefore goes to the provider, and with “Document knowledge” so does the customer name. The button and “Document knowledge” are on by default and can be switched off separately, “Document knowledge” also per category. The prepared message merely asks the assistant to write to the wiki only after your confirmation.
MCP server for AI assistants
Via the MCP server, an AI assistant reads tickets, creates new ones, records notes and customer messages and replies to customers. It books time, operates the timer and maintains the wiki, including images. Customers, and devices and alerts from Tactical RMM, it can only read. It always has the permissions of the person whose key it uses.
Skipper does not contain an AI model, and the connection is documented for Claude. Time booked via MCP has no travel costs and no work location, and there are no tools for contracts and billing.
Preview and tool switches
Via MCP, replies to customers and merging tickets only happen after a preview. If an assistant creates a ticket with a contact, however, the confirmation email goes out without a preview. Administrators can switch off the whole server or individual tools. Each person creates and revokes their own keys.
By default everything is switched on, including sending, and a tool added with an update is switched on immediately, even if you have switched others off. Switches and preview only apply to the MCP server: the key also opens the rest of Skipper’s API with the permissions of its owner and remains valid if you switch MCP off. Keys have no expiry date, and administrators cannot revoke other people’s keys, only delete the account. The preview is not an approval by a human.
A provider of your choice, including self-hosted
For the initial assessment and summaries, you connect Anthropic, OpenAI, Mistral, Ollama or an OpenAI-compatible endpoint. Each provider bills you directly for the costs. With a self-hosted model, the content stays with you.
Skipper does not include AI access. A self-hosted model must be reachable from the Skipper server, which in the cloud means over the internet.