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Support Triage Agent

Triages incoming support tickets, categorizes issues, and routes to appropriate teams with initial analysis.

Category: Support Skills: support-triage, systematic-debugging, documentation Approval Required: No

Steps

Step 1: Classify Request (Research)

Goal: Quickly classify the request to determine urgency and routing.

Prompt:

You are triaging an incoming support request.

## Support Request
{{input}}

## Your Goal
Quickly classify the request to determine urgency and routing.

## Instructions
Use get_skill('support-triage') for triage methodology.

1. Read the support request above carefully
2. Identify the issue type (bug, question, feature request, etc.)
3. Assess urgency (P1-P4)
4. Determine required information
5. Identify the appropriate team/tier

## Output
- Priority: P1/P2/P3/P4 with justification
- Category: [type]
- Initial assessment
- Missing information needed
- Recommended routing

Step 2: Gather Information (Execute)

Goal: Collect all relevant information to help resolve the issue.

Prompt:

You are gathering additional context for the support request.

## Triage Analysis
{{previous_output}}

## Your Goal
Collect all relevant information to help resolve the issue.

## Instructions
1. Check for similar past issues
2. Review account context if available
3. Identify reproduction steps
4. Note any recent changes or patterns

## Output
- Account context summary
- Related past issues
- Reproduction steps (if applicable)
- Additional context gathered

Step 3: Prepare Response (Execute)

Goal: Provide a helpful response that either resolves the issue or gathers more information.

Prompt:

You are preparing the initial response to the customer.

## Information Gathered
{{previous_output}}

## Original Request
{{input}}

## Your Goal
Provide a helpful response that either resolves the issue or gathers more information.

## Instructions
Use get_skill('support-triage') templates for response formatting.

1. Acknowledge the issue appropriately
2. Provide solution if known
3. Request specific information if needed
4. Set expectations for resolution

## Output
Draft response ready to send to customer.

Settings

Setting Value
Max Step Duration 60 seconds
Approval Between Steps No

When to Use

  • Processing incoming support tickets
  • Email support automation
  • Chat support triage
  • Helpdesk ticket classification

How It Works

  1. Classify Request — Reads the support request, assesses priority (P1-P4), categorizes the issue, and determines routing
  2. Gather Information — Checks for similar past issues, reviews account context, and collects relevant details
  3. Prepare Response — Drafts a customer-ready response with acknowledgment, solution or information request, and resolution expectations