Turn support tickets into priority, owner, and next action. — Claude Skill
En Claude-skill för Claude Code av ElasticFlow✓ — kör /support-triage i Claude·Uppdaterad 12 juni 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.
För vem
See which customer issues need escalation, owner follow-up, or account outreach.
Visa skills för denna rollTurn repeated support themes into product evidence without reading every ticket.
Visa skills för denna rollCoordinate owners and next actions when support work crosses teams.
Visa skills för denna rollVad det gör
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.
Så fungerar det
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.
Indatametoder
Ticket title, customer, plan, created date, current status, tags, and message body.
Exempel
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.
Förbättrade mätvärden
Fungerar med
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.
Fungerar överallt
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.
Vill du använda Support Triage?
Välj hur du vill komma igång.
Installera och kör denna skill lokalt på din dator.
Öppna en terminal på din dator och klistra in detta kommando:
Besök GitHub-repot och följ installationsinstruktionerna i README.
Starta Claude Code och skriv kommandot:
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.
Referensdokument
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.