customer-support-ticket-triage

name	customer-support-ticket-triage
description	Triage and prioritize open support tickets by severity, customer tier, and topic
metadata	{"openclaw":{"tags":["customer-support","triage","tickets"]}}

Ticket Triage Workflow

When the user asks to triage, prioritize, or review open support tickets:

Step 1: Retrieve open tickets from the inbox

Use capability_execute with the following parameters:

• capabilityId: "mail.read_inbox"
• packId: "customer-support"
• args:
  • filter: "is:unread label:support OR label:tickets"
  • maxResults: 50
  • fields: ["subject", "from", "date", "body", "labels"]

Collect all ticket threads returned. If the result status is "needs_setup", inform the user that email access is required and suggest running /connect_apps.

Step 2: Search for existing documentation on common issues

Use capability_execute with the following parameters:

• capabilityId: "docs.search_files"
• packId: "customer-support"
• args:
  • query: "support triage priority matrix SLA definitions"
  • maxResults: 5

If priority definitions or SLA documents are found, use them to inform the classification in Step 4. If none are found, use default priority heuristics.

Step 3: Look up customer account details for each ticket sender

For each unique sender from Step 1, use capability_execute with:

• capabilityId: "crm.lookup_account"
• packId: "customer-support"
• args:
  • email: "<sender_email>"
  • fields: ["company", "plan", "tier", "accountHealth", "openTickets", "renewalDate"]

Batch these lookups. If CRM is not connected, note the limitation and proceed with email-only context.

Step 4: Classify and prioritize each ticket

For each ticket, determine:

1. Severity based on content analysis:

   • P0 (Critical): Service outage, data loss, security incident
   • P1 (High): Major feature broken, blocking workflow, revenue impact
   • P2 (Medium): Feature not working as expected, workaround available
   • P3 (Low): Question, feature request, minor UI issue

2. Customer tier from CRM data:

   • Enterprise: prioritize higher
   • Pro/Business: standard priority
   • Free/Trial: lower priority unless severity is P0

3. Topic category:

   • Billing / Account
   • Technical / Bug
   • Feature Request
   • How-to / Documentation
   • Security / Compliance
   • Integration / API

4. Estimated effort:

   • Quick (< 15 min): known answer, template response available
   • Medium (15-60 min): investigation needed, may require engineering input
   • Complex (> 60 min): multi-step resolution, cross-team coordination

Step 5: Check for related internal discussions

Use capability_execute with the following parameters:

• capabilityId: "chat.search_messages"
• packId: "customer-support"
• args:
  • query: "<top 3 ticket topics as search terms>"
  • channels: ["support-internal", "engineering-escalations", "product-bugs"]
  • maxResults: 10

Note any ongoing conversations or known issues that relate to open tickets.

Step 6: Present the triage summary

Format the output as follows:

## Ticket Triage Summary

**Date:** <current date>
**Total open tickets:** <count>
**Source:** <email/ticketing system>

### Priority Queue

#### P0 - Critical (<count>)
| # | Subject | Customer | Tier | Category | Est. Effort | Notes |
|---|---------|----------|------|----------|-------------|-------|
| 1 | <subject> | <company> | <tier> | <category> | <effort> | <notes> |

#### P1 - High (<count>)
| # | Subject | Customer | Tier | Category | Est. Effort | Notes |
|---|---------|----------|------|----------|-------------|-------|
| 1 | <subject> | <company> | <tier> | <category> | <effort> | <notes> |

#### P2 - Medium (<count>)
| # | Subject | Customer | Tier | Category | Est. Effort | Notes |
|---|---------|----------|------|----------|-------------|-------|

#### P3 - Low (<count>)
| # | Subject | Customer | Tier | Category | Est. Effort | Notes |
|---|---------|----------|------|----------|-------------|-------|

### Patterns & Insights
- <any recurring issues spotted across multiple tickets>
- <any known issues from internal chat that match open tickets>
- <any SLA deadlines approaching>

### Recommended Actions
1. <most urgent action with specific ticket reference>
2. <second priority action>
3. <batch actions for similar tickets>

Always sort tickets within each priority level by customer tier (Enterprise first), then by age (oldest first). Flag any tickets approaching SLA breach deadlines.