Customer Support Triage and Resolution
Turn tickets into evidence-backed replies, clear priorities, complete escalations, and reusable knowledge-base articles.
Before & after
Same prompt, same agent — the only difference is the skill.
Let me think about how to help with that. You'd probably want to read the ticket carefully, understand what the customer is actually asking for, and figure out if you have enough information to respond. If there's missing context, you might need to ask a clarifying question before you can help. You could search through past tickets or your knowledge base to see if there's a similar issue. Sometimes it's worth escalating to engineering if it's a technical problem. You might want to draft a response and then review it before sending. Do you want to share what the ticket says? I can help you work through it step by step.
SUPPORT TICKET TRIAGE & RESPONSE TICKET ID: #8472 /TRIAGE OUTPUT: Category: Billing (payment failure on renewal) Priority: High (customer account suspended) Route to: Billing team (primary), engineering on standby Internal note: Customer on annual contract, 60% of company revenue /RESEARCH OUTPUT (multi-source lookup): Customer profile: Acme Corp, annual contract 24K, 18 months active Past incidents: 1 similar billing issue (resolved 4 months ago) Stripe data: Payment method failed 3x, last attempt 2 days ago Knowledge base match: Found resolution for this error code Confidence: 92% (solution likely to resolve) /DRAFT-RESPONSE (channel-aware, urgency-aware): Dear Acme support contact, Thank you for reporting this. We've identified the issue: your payment method on file expired and didn't auto-update. This is our standard reason #1247. QUICK FIX (2 minutes): 1. Log into your account 2. Go to Billing Settings 3. Update payment method 4. Your service will restore within 1 hour IF THAT DOESN'T WORK: Reply here or email billing-support@ and we'll process manually (4-hour SLA). We apologize for the interruption. — Support Team Status: Reviewed, ready to send Tone: Professional, action-oriented, empathetic FOLLOW-UP OPTION: IF escalation needed: /escalate command will package full context (customer value, past tickets, attempted solutions) for engineering or leadership review IMMEDIATE NEXT STEP: Send draft or escalate
About this skill
Customers keep repeating themselves, replies sound confident before anyone has checked the facts, and engineering gets tickets it cannot reproduce. This skill turns incoming requests into a clear support decision, a useful customer reply, and the right next action, with evidence and uncertainty kept visible.
What it does
- Categorizes tickets and assigns a proposed priority using impact, scope, urgency, and available workarounds.
- Researches product behavior, account context, policies, and related incidents using available sources, with confidence attached to individual claims.
- Drafts email, chat, and in-app replies that answer the question and request only the missing information that matters.
- Packages engineering, billing, product, or leadership escalations with evidence, business impact, prior attempts, and a specific decision request.
- Tracks the next owner, update commitment, and resolution criteria so a handoff does not become a dead end.
- Converts verified resolutions into searchable knowledge-base articles with prerequisites, safe steps, and success checks.
What you get
An appropriately sized support deliverable: a quick reply, triage note, researched answer, escalation package, or knowledge-base article. It works with pasted tickets and supplied records, and uses connected systems only when access is actually available.
Best for
Frontline support agents, customer experience leads, and support operations teams handling mixed queues of product questions, billing issues, suspected defects, and recurring problems.
SKILL.md preview
---
name: customer-support-triage-and-resolution
description: >-
Triage customer tickets, research answers against available evidence, draft channel-appropriate replies, package actionable escalations, and turn verified resolutions into knowledge-base articles. Use when the user says "triage this ticket", "help me reply to this customer", "research the answer before we respond", "my customers keep reopening this issue", "engineering keeps bouncing my escalations", "turn this fix into a help article", or "sort this support queue".
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# Customer Support Triage and Resolution
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