home / skills / composiohq / awesome-codex-skills / support-ticket-triage

support-ticket-triage skill

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This skill triages support tickets by category, priority, and next actions, drafts replies, and records reproducible steps for efficient resolution.

npx playbooks add skill composiohq/awesome-codex-skills --skill support-ticket-triage

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SKILL.md

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---
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.
metadata:
  short-description: Categorize and respond to support tickets
---

# 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.

Overview

This skill triages customer support tickets, emails, and chat transcripts into standardized categories, priorities, and next actions. It can draft concise replies and produce reproducible steps for engineering or QA. Use it with exported threads from Zendesk, Intercom, Help Scout, or pasted conversation text.

How this skill works

The skill parses the ticket text, attachments, and metadata to identify issue type, product surface, severity, and customer impact. It assigns category and priority (P0–P3) with brief justification, proposes next steps or fixes, and optionally drafts a customer-facing reply. For weak signals it returns multiple likely categories and recommends what evidence would disambiguate.

When to use it

Routing incoming tickets to the right engineering or support queue
Generating quick, brand-consistent reply drafts for agents
Creating reproducible steps and logs to hand off to developers
Prioritizing backlog items during incident or sprint planning
Processing exported threads from Zendesk/Intercom/Help Scout

Best practices

Provide product area and customer tier when available to improve accuracy
Include attachments and links or paste full thread context for better parsing
Mask any PII before sharing outputs to public channels
Request a draft reply only when you want a customer-facing message; otherwise focus on internal notes
If confidence is low, accept multiple candidate categories and collect the recommended evidence

Example use cases

A support agent pastes a bug report to get category, priority, repro steps, and a reply draft
A triage lead bulk-processes an export to produce a prioritized summary for engineers
An on-call responder uses the skill to decide P0 vs P1 and to list immediate mitigation steps
A QA engineer receives triage outputs with logs to pull and exact reproduction checklist

FAQ

Can the skill promise exact ETAs or firm fixes?

No. It avoids exact ETAs unless those were provided and instead gives ranges or next-action timelines.

What if the ticket lacks clear signals?

The skill returns 2–3 likely categories, confidence levels, and specific questions or evidence that will disambiguate the issue.