Support Ticket Triage
- 418 installs
- 15.6k repo stars
- Updated July 26, 2026
- composiohq/awesome-codex-skills
support-ticket-triage is an agent skill that classifies, prioritizes, and routes inbound support tickets from Zendesk, Intercom, or Help Scout exports so developers and support engineers resolve customer issues with cons
About
support-ticket-triage is a Codex-compatible agent skill from composiohq/awesome-codex-skills that standardizes how incoming customer support tickets, emails, and chat threads get classified and acted on. The workflow parses ticket text, attachments, product area, and customer plan tier, then outputs a category taxonomy, priority level, SLA hints, reproducible troubleshooting steps, and optional draft replies matched to brand voice. Developers reach for support-ticket-triage when processing Zendesk, Intercom, or Help Scout exports—or pasted ticket threads—instead of manually sorting queues or writing one-off responses. The skill gathers desired outputs upfront (categories, priority levels, tone) and walks through context parsing, issue-type identification, product-surface mapping, and severity assessment before recommending the next owner and action.
- Sorts tickets by urgency and topic
- Suggests priority and ownership assignments
- Standardizes labels for recurring issue types
- Reduces manual inbox review overhead
- Improves response-time consistency at scale
Support Ticket Triage by the numbers
- 418 all-time installs (skills.sh)
- Ranked #445 of 2,715 Automation & Workflows skills by installs in the Skillselion catalog
- Data as of Aug 5, 2026 (Skillselion catalog sync)
npx skills add https://github.com/composiohq/awesome-codex-skills --skill support-ticket-triageAdd your badge
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| Installs | 418 |
|---|---|
| repo stars | ★ 15.6k |
| Last updated | July 26, 2026 |
| Repository | composiohq/awesome-codex-skills ↗ |
How do you triage support tickets into priority and owner?
Classify, prioritize, and route inbound support tickets so customer issues reach the right owner quickly with consistent severity and context labels.
Who is it for?
Developers and support engineers processing inbound SaaS ticket queues from Zendesk, Intercom, or Help Scout who need consistent classification, priority labels, and draft responses.
Skip if: Teams without a defined category taxonomy or brand voice guidelines who need foundational support-process design before any ticket can be meaningfully triaged.
When should I use this skill?
A developer pastes or imports customer support tickets, emails, or chat threads and needs classification, priority assignment, routing, or a draft reply.
What you get
Labeled ticket categories, priority assignments, SLA hints, reproducible troubleshooting steps, routed owner recommendations, and optional draft customer replies.
- Classified tickets with priority and SLA labels
- Draft customer replies and reproducible troubleshooting steps
Files
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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Pick support-ticket-triage over generic summarization skills when you need structured ticket classification, priority labels, owner routing, and draft replies—not just a thread summary.
FAQ
Which helpdesk platforms does support-ticket-triage support?
support-ticket-triage accepts Zendesk, Intercom, and Help Scout exports plus pasted email or chat threads. Developers can supply ticket text, attachments, product area, and customer plan tier as inputs before classification runs.
What outputs does support-ticket-triage produce per ticket?
support-ticket-triage returns a category label, priority level, SLA hint, recommended next action, reproducible troubleshooting steps, and an optional draft customer reply matched to the team's tone and brand voice.
What inputs should developers gather before running support-ticket-triage?
Developers should provide ticket text with attachments or links, the product area affected, customer plan tier if known, a category taxonomy, priority level definitions, SLA rules, and whether draft replies are desired.