support-ticket-triage_skill

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