ticket-responder

# 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