Codex · Community skill
Support Ticket Triage
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.
What this skill covers
This page keeps a stable Remote OpenClaw URL for the upstream skillwhile preserving the original source content below. The shell stays consistent, and the body can vary as much as the upstream SKILL.md or README varies.
Source files and registry paths
Source path
support-ticket-triage
Entry file
support-ticket-triage/SKILL.md
Repository
ComposioHQ/awesome-codex-skills
Format
skill-md
Original source content
Raw file# 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.
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