# support-ticket-triage

> Classify customer support tickets, emails, or chats by category and priority, draft responses, and document next steps.

- Skill: `composiohq/support-ticket-triage` (Agent Skill)
- Install (CLI): `npx skillmds add composiohq/support-ticket-triage`
- Raw SKILL.md: https://api.skillmd.com/api/skills/composiohq/support-ticket-triage/raw
- Safety review: PASS (external: skill-scanner PASS, skillspector PASS)
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: Productivity, Coding & Dev Tools, Docs & Writing, Task Management, Technical Writing
- Tags: Customer Support, Help Scout, Intercom, Priority, Support Ticket, Triage, Zendesk
- Author: Composio HQ (https://skillmd.com/u/composiohq)
- Updated: 2026-07-06
- Page: https://skillmd.com/skills/composiohq/support-ticket-triage

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# 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.