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.
Testing
160 Stars
11 Forks
Updated Jan 15, 2026, 05:20 AM
Why Use This
This skill provides specialized capabilities for ComposioHQ's codebase.
Use Cases
Developing new features in the ComposioHQ repository
Refactoring existing code to follow ComposioHQ standards
Understanding and working with ComposioHQ's codebase structure
---
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.
