Support Ticket Triage Agent Skill
Triage support tickets by pulling helpdesk context, searching issue trackers and knowledge bases in parallel, classifying the issue, and giving reps a recommended next action.
Install
one command, takes just this skill from the repositorynpx skills add https://github.com/zapier/gtm-cheat-codes --skill support-ticket-triageThe instruction itself
6 sections, as written by the authorSupport Ticket Triage Agent
Use this skill when a support rep needs fast, source-backed context before replying to a customer ticket.
Workflow
- Accept a ticket URL, ticket ID, or pasted customer message.
- Pull ticket context through Zapier MCP: subject, body, comments, requester, tags, priority, custom fields, status, and assignee.
- Search connected systems in parallel:
- Defect tracker for open or recently fixed bugs.
- Feature backlog for known gaps or expected behavior.
- Helpdesk history for similar tickets and resolutions.
- Knowledge base for docs, runbooks, and troubleshooting steps.
- Classify the issue into exactly one category: known defect, feature gap, configuration issue, performance issue, or novel issue.
- Return a concise triage summary with evidence, relevant links, and a recommended next action.
- Draft a customer-facing reply only when the rep asks.
Zapier MCP And SDK Role
- Use Zapier MCP to read helpdesk tickets, comments, requester details, issue tracker records, feature backlog items, knowledge-base docs, and optional CRM or account context.
- Use Zapier SDK only if the workflow becomes a durable automation, such as tagging, escalation packet creation, similar-ticket linking, SLA warnings, follow-up reminders, regression alerts, or triage digests.
- Keep customer replies, ticket updates, tags, escalation packets, and broad alerts human-approved.
Output Format
- Ticket category
- Best matching evidence
- Related docs or similar tickets
- Recommended next action
- Optional customer reply draft
- Open questions or escalation gaps
Guardrails
- Do not auto-reply to customers.
- Do not expose internal defect IDs, sprint numbers, or engineering-only notes in customer-facing drafts.
- Do not query observability tools unless the rep provides a concrete signal such as a trace ID, timestamp, error code, or request ID.
- Do not invent matches, timelines, fixes, or customer-impact claims.
- Do not store ticket data beyond the working session unless the approved workflow explicitly requires it.
Inspired By
This skill is generalized from a real implementation by Corey Smith at ClickUp. Corey built an MCP-powered support triage agent that pulls Zendesk context, searches defect tracking and feature backlog systems in parallel, classifies the ticket, and gives reps structured context before they type a reply.
Other skills for the same job
different authors, same section of the catalogue
Comprehensive document creation, editing, and analysis with support for tracked changes, comments, formatting preservation, and text extraction. When Claude needs to work with professional documents (.docx files) for: (1) Creating new documents, (2) Modifying or editing content, (3) Working with tracked changes, (4) Adding comments, or any other document tasks
Comprehensive PDF manipulation toolkit for extracting text and tables, creating new PDFs, merging/splitting documents, and handling forms. When Claude needs to fill in a PDF form or programmatically process, generate, or analyze PDF documents at scale.
Presentation creation, editing, and analysis. When Claude needs to work with presentations (.pptx files) for: (1) Creating new presentations, (2) Modifying or editing content, (3) Working with layouts, (4) Adding comments or speaker notes, or any other presentation tasks
Create beautiful visual art in .png and .pdf documents using design philosophy. You should use this skill when the user asks to create a poster, piece of art, design, or other static piece. Create original visual designs, never copying existing artists' work to avoid copyright violations.
Use this skill whenever the user wants to do anything with PDF files. This includes reading or extracting text/tables from PDFs, combining or merging multiple PDFs into one, splitting PDFs apart, rotating pages, adding watermarks, creating new PDFs, filling PDF forms, encrypting/decrypting PDFs, extracting images, and OCR on scanned PDFs to make them searchable. If the user mentions a .pdf file or asks to produce one, use this skill.
Use this skill whenever the user wants to create, read, edit, or manipulate Word documents (.docx files). Triggers include: any mention of 'Word doc', 'word document', '.docx', or requests to produce professional documents with formatting like tables of contents, headings, page numbers, or letterheads. Also use when extracting or reorganizing content from .docx files, inserting or replacing images in documents, performing find-and-replace in Word files, working with tracked changes or comments, or converting content into a polished Word document. If the user asks for a 'report', 'memo', 'letter', 'template', or similar deliverable as a Word or .docx file, use this skill. Do NOT use for PDFs, spreadsheets, Google Docs, or general coding tasks unrelated to document generation.
Use this skill any time a .pptx file is involved in any way — as input, output, or both. This includes: creating slide decks, pitch decks, or presentations; reading, parsing, or extracting text from any .pptx file (even if the extracted content will be used elsewhere, like in an email or summary); editing, modifying, or updating existing presentations; combining or splitting slide files; working with templates, layouts, speaker notes, or comments. Trigger whenever the user mentions \"deck,\" \"slides,\" \"presentation,\" or references a .pptx filename, regardless of what they plan to do with the content afterward. If a .pptx file needs to be opened, created, or touched, use this skill.
Create and edit Obsidian Flavored Markdown with wikilinks, embeds, callouts, properties, and other Obsidian-specific syntax. Use when working with .md files in Obsidian, or when the user mentions wikilinks, callouts, frontmatter, tags, embeds, or Obsidian notes.
How to use it
Take zapier/support-ticket-triage from the repository into ~/.claude/skills for personal
use, or into .claude/skills inside a project.
The agent identifies a skill by the name field in its header. Two skills with the
same name cannot sit side by side — one of them will be ignored.