Agent-Skills.md

Agent Skills: Support Ticket Triage

Triage customer support tickets/emails/chats into categories, priority, and next action; draft responses and create reproducible steps; use for Zendesk/Intercom/Help Scout exports or pasted threads.

UncategorizedID: composiohq/awesome-codex-skills/support-ticket-triage
24320

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pnpm dlx add-skill https://github.com/ComposioHQ/awesome-codex-skills/tree/HEAD/support-ticket-triage

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support-ticket-triage/SKILL.md

Skill Metadata

Name
support-ticket-triage
Description
Triage customer support tickets/emails/chats into categories, priority, and next action; draft responses and create reproducible steps; use for Zendesk/Intercom/Help Scout exports or pasted threads.

Support Ticket Triage

Standardize how to classify and respond to incoming tickets.

Inputs to gather

  • Ticket text (include attachments/links), product area, customer plan/tier if known.
  • Desired outputs: category taxonomy, priority levels, SLA hints, tone/brand voice, whether to draft a reply.

Workflow

  1. Parse context: identify issue type, product surface, severity, customer impact, reproduction hints, and blockers.
  2. Categorize: assign category and subcategory; set priority (e.g., P0–P3) with short justification.
  3. Draft response (if asked): concise acknowledgment, empathy, restate issue, next steps, and ask for missing info; include reproduction checklist when uncertain.
  4. Internal notes: suspected root cause, logs to pull, teams to loop, and tracking IDs to create/attach.
  5. Output: tabular or bullet summary with Category, Priority, Summary, Proposed Fix/Next Steps, Reply Draft.

Quality checks

  • Avoid promises; give ranges not exact ETAs unless provided.
  • Mask PII if copying to public channels.
  • If signal is weak, present 2–3 likely categories and what evidence would disambiguate.