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support-ticket-triage

Sort customer support tickets, emails, and chats into categories and priorities with brief reasons. Draft replies when requested, outline steps to reproduce issues, and prepare internal notes covering missing information, investigation needs, and next actions.

한국어 요약은 준비 중입니다. 영어 요약을 표시하고 있습니다.

원문원문 설명 보기

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.

composio-community/awesome-codex-skills
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  • Classify and prioritize incoming support requests
  • Draft a customer reply with clear next steps
  • Organize reproduction steps for a reported bug
  • Prepare investigation notes for an internal handoff

포함된 파일(1)

  • SKILL.md1.4 KB

SKILL.md(원문)

설치하기 전에 에이전트에게 전달되는 지시 내용을 확인할 수 있습니다.

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.

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