S
support-ticket-triage
About support-ticket-triage
Support Ticket Triage is a workflow for consistently classifying and responding to incoming support tickets. It guides ticket analysis, priority assignment, optional reply drafting, and internal follow-up notes.
Key features
- 01Parse issue and impact
- 02Assign categories and priority
- 03Draft replies on request
- 04Suggest internal follow-up
- 05Flag uncertainty and needed evidence
Use cases
- 01Classify incoming support tickets
- 02Prioritize tickets by severity
- 03Prepare customer reply drafts
- 04Route suspected issues for investigation
Install
Copy the command and run it in a terminal.
$
npx skills add https:/After installing, type/support-ticket-triagein Claude Code to confirm it loaded.
Details
From the project READMESupport 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
- Parse context: identify issue type, product surface, severity, customer impact, reproduction hints, and blockers.
- Categorize: assign category and subcategory; set priority (e.g., P0–P3) with short justification.
- Draft response (if asked): concise acknowledgment, empathy, restate issue, next steps, and ask for missing info; include reproduction checklist when uncertain.
- Internal notes: suspected root cause, logs to pull, teams to loop, and tracking IDs to create/attach.
- 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.
Comments
Markdown supported