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.
Start a fresh conversation. Replace the highlighted placeholders.
Use support-ticket-triage to categorize and prioritize [ticket text], propose next steps and internal notes, and draft a customer reply in [brand tone].
Required inputs
[ticket text]
[brand tone]
User-approved starter prompt based on a pinned source version; check current skill requirements before running. Task evidence ↗
SKILL.md
name: support-ticket-triagedescription: 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.
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.