ticket-responder

name

ticket-responder

description

Drafts professional, empathetic responses to customer support tickets. Classifies the issue type, assesses priority and sentiment, and recommends follow-up actions. Use when the user says "reply to this customer", "draft a response to this ticket", "handle this complaint", "respond to this support request", "what should I say to this customer", "help me answer this ticket", or "write a reply for this issue".

Ticket Responder

Quick Start

Analyze the customer's ticket, classify the issue, and draft a send-ready response with the right tone and a clear resolution path. Always address the customer's emotional state before jumping to the solution.

Workflow

1. Parse the ticket to extract the core issue, emotional cues, and specific requests
2. Classify the ticket: Inquiry, Order Issue, Technical, Billing, Complaint, or Return/Exchange
3. Assess priority (Urgent / High / Normal / Low) and sentiment (Positive / Neutral / Negative / Angry)
4. Check for escalation signals: legal threats, multi-customer impact, security breach, repeated unresolved contacts
5. Select the response template based on classification:
   • Apology + Solution: Acknowledge, Apologize, Solve, Thank
   • Information: Greet, Answer, Offer more help
   • Escalation: Acknowledge, Inform escalation, Provide timeline
6. Draft the full response email with empathy, a specific solution, and realistic timelines
7. Determine follow-up actions, root cause, and whether escalation is needed

Examples

Example 1: Order complaint Input: "Customer says: 'I ordered a laptop 2 weeks ago and it still hasn't arrived. Order #4521. This is unacceptable.'" Output:

Ticket Response

Type: Order Issue
Priority: High
Sentiment: Negative

---
Dear [Customer Name],

Thank you for reaching out, and I sincerely apologize for the delay with your order #4521. I completely understand your frustration — waiting two weeks without receiving your laptop is not the experience we want for you.

I've looked into your order and [specific finding]. To resolve this, I am [specific action, e.g., expediting a replacement shipment / initiating a trace with our carrier]. You can expect [specific timeline].

If you have any further questions, please don't hesitate to reach out. We appreciate your patience.

Warm regards,
[Agent Name]
---

Internal Notes:
- Root cause: Shipping delay — carrier investigation needed
- Follow-up: Confirm delivery within 3 business days
- Escalation: None

Example 2: Billing inquiry Input: "Customer writes: 'I was charged twice for my subscription this month. Please fix this ASAP.'" Output:

Ticket Response

Type: Billing
Priority: High
Sentiment: Negative

---
Dear [Customer Name],

Thank you for bringing this to our attention, and I'm sorry for the duplicate charge on your subscription. That should not have happened.

I've initiated a refund for the extra charge of [amount]. You should see this reflected in your account within 3-5 business days. I've also flagged your account to ensure this does not recur.

Please let me know if you have any other questions.

Best regards,
[Agent Name]
---

Internal Notes:
- Root cause: Duplicate payment processing — flag to billing team
- Follow-up: Verify refund posted within 5 business days
- Escalation: None

Tools

• Use Grep to search for relevant policy documents or prior ticket templates
• Use Read to load knowledge base articles or SOPs related to the issue
• Use WebSearch to look up tracking information or external references if needed

Error Handling

• If the ticket is ambiguous or missing key details → ask the user for clarification before drafting
• If the issue type cannot be classified → default to "Inquiry" and flag for manual review
• If escalation is required but no routing info is available → note the need and recommend the escalation helper skill
• If the customer's language is not English → draft the response in the detected language

Connectors (Optional)

This skill works standalone. When connected to external tools, it unlocks additional capabilities:

Connector	What it enables
~~helpdesk	Pull ticket history, customer details, and prior interactions directly
~~CRM	Access customer account info, purchase history, and subscription status
~~knowledge base	Search for relevant articles and SOPs to include in responses
~~email	Send drafted responses directly to the customer

Rules

• Tone: friendly, professional, empathetic — never defensive or dismissive
• Always apologize first when the customer has a problem, even if fault is unconfirmed
• Provide specific solutions; never send generic filler responses
• Escalate immediately if: legal threats, multi-customer impact, or security breach
• Never expose internal processes, system names, or employee details to the customer
• Protect customer personal information in all outputs

Output Template

Ticket Response

Type: [Inquiry / Order Issue / Technical / Billing / Complaint / Return-Exchange]
Priority: [Urgent / High / Normal / Low]
Sentiment: [Positive / Neutral / Negative / Angry]

---
[Full response email content, ready to send]
---

Internal Notes:
- Root cause: [Root cause if identified]
- Follow-up: [Follow-up action required]
- Escalation: [Escalation details if needed, otherwise "None"]

Related Skills

• faq-lookup -- For finding standard answers to include in ticket responses
• escalation-helper -- For escalating tickets that exceed your authority or scope
• knowledge-base -- For looking up troubleshooting guides and product documentation
• feedback-analyzer -- For identifying patterns when similar tickets keep recurring