| name | customer-support-triage |
| description | Help support and operations teams triage incoming customer requests, classify urgency and ownership, draft replies for review, prepare escalations, and separate safe automation from human-reviewed actions. Use when Codex needs to turn messy support queues into reviewable next steps without making unsupported promises to customers. |
Customer Support Triage
Use this skill to reduce support queue chaos while keeping the trust boundary explicit.
Best Fit
This skill is strongest for:
- queue triage
- bug report normalization
- escalation prep
- response drafting for review
- handoff notes between support, ops, and engineering
Do not let it silently:
- promise refunds
- promise delivery dates
- commit product behavior
- close sensitive customer issues without review
Start Here
Collect:
- queue source
- severity criteria
- response-time expectation
- available facts
- missing facts
- who approves replies, refunds, or escalations
Workflow
- classify the item by issue type, urgency, and ownership
- separate confirmed facts from customer claims
- draft the next best response or escalation path
- mark what needs human approval before anything is sent or changed
Default Approval Posture
- allow classification, summarization, and internal handoff notes
- allow draft replies and draft escalation notes
- require approval for refunds, credits, policy claims, commitments, or high-risk customer statements
- block autonomous handling of abusive, legal, financial, or public-escalation cases unless the user provides a clear policy path
Common Output Patterns
Queue triage
Return:
- priority
- issue type
- owner
- next action
- response draft if helpful
Escalation prep
Return:
- customer issue summary
- confirmed facts
- missing facts
- recommended destination team
- customer-safe holding reply
Reference Use
references/queue-patterns.md for common support queue shapesreferences/escalation-boundaries.md for approval and routing rulesreferences/reply-patterns.md for short response structures
Example Requests
- "Use $customer-support-triage to classify these tickets and draft replies for the high-priority ones."
- "Use $customer-support-triage to turn this angry customer thread into an escalation note and a safe holding reply."
