Turn support tickets into priority, owner, and next action. — Claude Skill
Um Skill Claude para Claude Code por ElasticFlow✓ — executar /support-triage no Claude·Atualizado em 12 de jun. de 2026·vmanual@2026-06-12
Sorts customer support messages by urgency, customer impact, duplicate risk, owner, and next action so teams know what to handle first.
- Groups messy customer messages into clear priority levels without losing customer context.
- Separates urgent incidents, repeated issues, feature requests, billing questions, and how-to questions.
- Assigns suggested owners and next actions so Support, Product, and Engineering know what to do.
- Flags duplicates, VIP/customer-impact risk, and issues that need escalation before the SLA is missed.
A support lead scans tickets one by one, guesses priority, and asks Product or Engineering in Slack when something looks serious.
Run /support-triage with the ticket export and priority rules. The skill returns grouped issues, suggested owners, and next actions for review.
Para quem é
See which customer issues need escalation, owner follow-up, or account outreach.
Ver skills para esta funçãoTurn repeated support themes into product evidence without reading every ticket.
Ver skills para esta funçãoCoordinate owners and next actions when support work crosses teams.
Ver skills para esta funçãoO que faz
Sort a queue of new tickets into urgent, normal, duplicate, and follow-up buckets.
Spot when multiple tickets point to one customer-facing incident that needs Product or Engineering.
Group old support tickets by theme, owner, and recommended next step.
Como funciona
Paste ticket summaries, Slack escalations, customer notes, or a Zendesk/Freshdesk export.
Share the priority rules that matter: SLA, customer tier, revenue impact, affected feature, or incident policy.
The skill groups related tickets, identifies urgency, suggests owners, and drafts next actions.
A human reviews the priority and owner before updating the support system or escalating the issue.
Opções de entrada
Ticket title, customer, plan, created date, current status, tags, and message body.
Exemplo
Support queue, Monday 09:00: - 18 tickets mention checkout timeout on Safari. - 6 enterprise admins cannot export invoices. - 14 users ask how to reset two-factor authentication. - 3 duplicate requests ask for bulk user upload. Priority rules: - Enterprise billing/export issues: respond within 2 hours. - Checkout failures: escalate if more than 5 customers report it. - How-to requests can wait until afternoon. Need: priority, owner, customer-facing response, and escalation list.
Checkout timeout on Safari: 18 related tickets cross the escalation threshold. Owner: Support lead plus Payments Engineering. Next action: open incident, link all related tickets, post status update.
Enterprise invoice export: 6 tickets fall under the 2-hour response rule. Owner: Billing Support. Next action: send acknowledgement and check whether exports are failing for one account segment.
Two-factor reset questions are how-to requests. Use a saved reply and handle after urgent items.
Bulk user upload requests are duplicates, not urgent. Group them as a feature request theme for Product.
Confirm incident severity, affected customer tier, and whether Support can update public status before notifying customers.
Métricas que melhora
Funciona com
Use support queue data and ticket details for triage.
Include escalations and internal context that do not appear in the ticket body.
Create or link engineering follow-up when a support theme becomes a bug.
Use ticket exports, tags, status, SLA, and customer messages as the queue source.
Em qualquer lugar
Paste the notes, exports, screenshots, or summaries you already have. The skill works without a connected system.
Connect the relevant support, analytics, CRM, or data tool when you want fresher source evidence.
Quer usar Support Triage?
Escolha como começar.
Instale e execute este skill localmente no seu computador.
Abra um terminal no seu computador e cole este comando:
Visite o repositório do GitHub e siga as instruções de instalação no README.
Inicie o Claude Code, depois escreva o comando:
Support Triage
Command: /support-triage
When to use it
Sorts customer support messages by urgency, customer impact, duplicate risk, owner, and next action so teams know what to handle first.
What the skill produces
- Groups messy customer messages into clear priority levels without losing customer context.
- Separates urgent incidents, repeated issues, feature requests, billing questions, and how-to questions.
- Assigns suggested owners and next actions so Support, Product, and Engineering know what to do.
- Flags duplicates, VIP/customer-impact risk, and issues that need escalation before the SLA is missed.
Inputs to provide
- Ticket export: Ticket title, customer, plan, created date, current status, tags, and message body.
- Priority rules: SLA, customer tier, affected product area, revenue impact, severity definitions, or escalation policy.
- Current queue context: Known incident, support staffing, blocked owners, or tickets already escalated.
Recommended flow
- Paste ticket summaries, Slack escalations, customer notes, or a Zendesk/Freshdesk export.
- Share the priority rules that matter: SLA, customer tier, revenue impact, affected feature, or incident policy.
- The skill groups related tickets, identifies urgency, suggests owners, and drafts next actions.
- A human reviews the priority and owner before updating the support system or escalating the issue.
Useful result example
Priority 1
Checkout timeout on Safari: 18 related tickets cross the escalation threshold. Owner: Support lead plus Payments Engineering. Next action: open incident, link all related tickets, post status update.
Priority 2
Enterprise invoice export: 6 tickets fall under the 2-hour response rule. Owner: Billing Support. Next action: send acknowledgement and check whether exports are failing for one account segment.
Normal queue
Two-factor reset questions are how-to requests. Use a saved reply and handle after urgent items.
Product signal
Bulk user upload requests are duplicates, not urgent. Group them as a feature request theme for Product.
Human review
Confirm incident severity, affected customer tier, and whether Support can update public status before notifying customers.
Guardrails
- Keep user-provided numbers, dates, tool names, commands, IDs, URLs, and rules intact.
- Do not invent a source, metric, owner, decision, or risk that is not present in the supplied material.
- Clearly mark what a human must confirm before publishing, changing a tool, or making a business decision.
Documentos de referência
Support Triage
ElasticFlow editorial instructions for presenting /support-triage in the catalogue.
Purpose
Sorts customer support messages by urgency, customer impact, duplicate risk, owner, and next action so teams know what to handle first.
Non-technical presentation
Explain the business problem, what the user provides, what the AI returns, and what a human still needs to confirm. Avoid implementation detail unless the user supplied it.
Catalogue Presentation Method
Every skill should read clearly for a business owner: current painful workflow, better workflow, concrete example, and review checklist.
The page must answer four questions: when to use it, what to provide, what the AI returns, and which human decision remains.