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support-triage

Automate inbound support ticket triage and routing with policy enforcement.

94|7|Updated Feb 10, 2026
Search Tags:#compliance#escalation#knowledge-base#customer-support#sla#ticket-routing#support-triage
One-click install
npx skills add https://github.com/jin-bo/agentao --skill support-triage-jin-bo
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: support-triage
Source: https://github.com/jin-bo/agentao/tree/main/examples/ticket-automation/.agentao/skills/support-triage
Command: npx skills add https://github.com/jin-bo/agentao --skill support-triage-jin-bo

SYSTEM DOCUMENTATION & REQUIREMENTS

What problem does it solve?

Manually sorting inbound support tickets leads to inconsistent responses, missed escalations for high-risk cases like churn or legal issues, and violations of support tone and policy guidelines. This Skill eliminates that manual overhead by enforcing standardized triage rules for every ticket.

Core Features & Use Cases

  • Policy-Compliant Triage: Enforces predefined tone rules, escalation matrices, and "never" guardrails (e.g., no unauthorized refunds, no PII leaks) for every ticket.
  • Knowledge Base Integration: Automatically searches internal knowledge bases to find accurate answers to customer questions.
  • Confidence-Based Routing: Auto-sends replies only for high-confidence, policy-compliant cases; drafts all others for human review, with clear reasoning.
  • Use Case: A SaaS support team handling 200+ daily tickets can use this Skill to ensure enterprise plan customers are never auto-replied to, legal queries are flagged immediately, and all responses match brand tone.

Quick Start

Use the support-triage skill to triage the latest inbound support ticket from the customer with email [email protected].

Frequently Asked Questions about support-triage

High-intent search queries and answers about installing and using this skill.

FAQPage Schema
How do I automate customer support ticket routing and triage?▼

Automated support ticket triage applies predefined internal policies, tone guidelines, and escalation matrices to inbound tickets. It routes high-confidence cases automatically while flagging high-risk issues like churn or legal queries for immediate human review.

What's the best way to enforce SLA compliance and escalation rules for inbound support tickets?▼

To enforce SLA compliance and escalation rules, automated triage processes standardized matrices against every inbound ticket. This ensures high-risk cases like enterprise plan churn or legal issues are flagged immediately and never receive unauthorized auto-replies.

Can I automatically search a knowledge base to draft customer support responses?▼

Yes, automated support triage integrates with internal knowledge bases to search for accurate answers. It uses this integration to auto-send replies for high-confidence, policy-compliant cases, drafting all other responses for human review.

Does automated ticket triage work for high-volume SaaS and e-commerce support workflows?▼

Automated ticket triage is designed for high-volume SaaS, e-commerce, and service-based support workflows. It reduces manual triage overhead for teams handling over 200 daily tickets by enforcing consistent customer communication and policy guardrails.

How do I prevent unauthorized refunds or PII leaks during automated support ticket routing?▼

Automated support triage enforces predefined "never" guardrails and tone rules for every ticket to prevent unauthorized refunds or PII leaks. Cases outside these safe boundaries are drafted for human review with clear reasoning.

When should I not use automated confidence-based routing for customer support tickets?▼

You should not rely on automated confidence-based routing for high-risk tickets such as enterprise plan customer queries or legal issues. The triage system is designed to flag these specific cases immediately for manual human review.

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