# Support Ticket Triage > Triage support tickets, emails or contact-form posts into an owning team, an urgency and a refund-or-cancellation flag with three batched calls to a keyless classification API, gate the answers on calibrated confidence so only the unsure ones reach a person, and emit a CSV a helpdesk can import. Use on "triage these tickets", "who owns this one", "which of these are refunds", "sort the support inbox", or any queue arriving faster than anyone reads it. - Skill: `mrmps/support-ticket-triage` (Agent Skill) - Install (CLI): `npx skillmds@latest add mrmps/support-ticket-triage` - Raw SKILL.md: https://api.skillmd.com/api/skills/mrmps/support-ticket-triage/raw - Safety review: pending - Works with: Claude Code, Claude.ai, OpenAI Codex - Category: Data & Analytics - License: MIT - Author: mrmps (https://skillmd.com/u/mrmps) - Updated: 2026-09-22 - Page: https://skillmd.com/skills/mrmps/support-ticket-triage --- # Triage a ticket queue in three calls `classifier.dev` sorts text into labels you choose. No key. One POST carries up to 1,000 tickets and returns, per ticket, a label, a score for every label and a calibrated confidence. It does not write replies. You keep the policy; it makes asking the same question of a whole queue cheap. ## When not to use this - Fewer than about twenty tickets, already in front of you. You have paid the reading cost; decide yourself. - The answer needs account history or order state the ticket text does not contain. Look that up first and paste it into the input text. - Drafting replies, summarising or redacting. This returns labels only. ## Step 1 — ask three questions, not one Do not build one label set of `billing-urgent-refund` compounds. Run the same inputs through three calls with three label sets, so a confident team answer is not dragged down by an unsure urgency answer. Write labels as sentences about the world. Codes classify badly. Measured on the ten tickets below: urgency labelled `critical outage / high / normal / low` had mean confidence 0.54 with one answer at or above 0.9. The same tickets against `work stopped for many people`, `one customer blocked or money at risk`, `routine request, answer today or tomorrow`, `no deadline in the message` had mean confidence 0.68. Same model, same tickets, better questions. Always include an escape label (`sales or spam`, `none of these`). Every call returns one of your labels, so text that fits nothing is still sorted somewhere. ## Step 2 — run the three calls ``` curl -s https://classifier.dev/v1/classify \ -H 'content-type: application/json' \ -d '{ "labels": ["refund or cancellation", "not a refund or cancellation"], "instructions": "Say refund or cancellation only when the customer asks for money back or asks to end the subscription.", "inputs": ["Charged twice for order 4821, please refund one", "App crashes on the reports tab since yesterday", "I want to cancel before the next renewal on the 14th"] }' ``` Real output, trimmed to the fields you act on: ``` [{"label": "refund or cancellation", "confidence": 1}, {"label": "not a refund or cancellation","confidence": 1}, {"label": "refund or cancellation", "confidence": 1}] ``` For a real queue, write each field's request to a file and post it with `-d @team.json`. Concatenate subject and body into one input, subject first, trimmed to 32,000 characters. ## Step 3 — gate each field on its own confidence Confidence is calibrated: measured, answers at or above 0.9 were right 82 to 92% of the time, answers under 0.5 right 29 to 64%. So: - **0.9 and above** — write the field and route the ticket. - **0.5 to 0.9** — write the field, mark the row for review, do not let it trigger anything irreversible (no auto-refund, no auto-close). - **Under 0.5** — leave the field empty and put the ticket in a person's queue. Gate per field. On the run below the team field cleared 0.9 on 8 of 10 and the refund flag on 10 of 10, while urgency cleared it on 2. Gating the whole row on its weakest field would have sent 8 of 10 tickets to a human for no reason. ## Worked example — ten tickets, real output Three calls, 30 classifications, 426ms of API time in total. `p1` to `p4` are the urgency labels above. ``` id,team,team_c,urgency,urg_c,refund,ref_c,queue T-001,billing and payments,0.97,p2,0.89,yes,1,billing and payments T-002,technical bug,1,p2,0.58,no,1,technical bug T-003,how-to question,0.58,p2,0.52,yes,1,triage-review T-004,account and login,0.9,p1,1,no,1,account and login T-005,how-to question,1,p3,0.71,no,1,how-to question T-006,technical bug,0.71,p4,0.88,no,1,triage-review T-007,shipping and delivery,0.99,p2,0.71,no,1,shipping and delivery T-008,billing and payments,0.99,p3,0.24,no,1,billing and payments T-009,sales or spam,1,p4,0.94,no,1,sales or spam T-010,technical bug,1,p2,0.37,no,1,technical bug ``` T-003 ("I want to cancel my subscription before the next renewal") is the row worth studying: the team answer is a coin flip at 0.58 because cancelling is both a how-to and a billing action, while the refund flag is 1.0. A person gets the row, and still gets the flag. Import that CSV as a bulk update keyed on your helpdesk's ticket id, or emit the same columns as JSON lines. Keep the raw confidences in the file: they let you re-tune the thresholds next week without re-running anything. ## Pitfalls - **Strip quoted replies.** A message carrying the last five in the thread classifies as whatever the thread was about, not what was just asked. - **Anger is not urgency.** T-006 is an angry message with nothing blocked; the urgency labels above place it at `no deadline in the message`, 0.88. Say so in `instructions` or tone will dominate. - **Read the unsure pile weekly.** Every ticket under 0.5 is either a label you have not written yet or a genuine edge case. - **Null means review.** A provider may return no score, and smart replacement has no comparable score. Scores do not validate the input, so include a label for stack traces or other machine-generated tickets when they are possible. ## Limits 3,000 classifications a minute and 20,000 a day per IP; a batch of 400 counts as 400, and three passes over 1,000 tickets is 3,000. A 429 carries `Retry-After`. For a shell pipeline, `npm i -g classifier-dev@0.1.3` then `classify "billing and payments","technical bug" --review 0.9 < tickets.txt` prints only the rows a person still needs to read.