support-ticket-triage

Triage customer support tickets/emails/chats into categories, priority, and next action; draft responses and create reproducible steps; use for Zend…

不碰外部（只输出文字）无严重或高危命中composio-community/awesome-codex-skills

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Standardize how to classify and respond to incoming tickets.

Ticket text (include attachments/links), product area, customer plan/tier if known.
Desired outputs: category taxonomy, priority levels, SLA hints, tone/brand voice, whether to draft a reply.

Parse context: identify issue type, product surface, severity, customer impact, reproduction hints, and blockers.
Categorize: assign category and subcategory; set priority (e.g., P0–P3) with short justification.
Draft response (if asked): concise acknowledgment, empathy, restate issue, next steps, and ask for missing info; include reproduction checklist when uncertain.
Internal notes: suspected root cause, logs to pull, teams to loop, and tracking IDs to create/attach.
Output: tabular or bullet summary with Category, Priority, Summary, Proposed Fix/Next Steps, Reply Draft.

Avoid promises; give ranges not exact ETAs unless provided.
Mask PII if copying to public channels.
If signal is weak, present 2–3 likely categories and what evidence would disambiguate.

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原文件路径support-ticket-triage/SKILL.md