Support Ticket Resolver Skill

Triages incoming support tickets and drafts accurate, empathetic responses for customer support teams.

A reusable skill package for Claude Code and Cowork.

When to use this skill

Drafting first responses to incoming support tickets
Triaging and prioritizing a support queue
Handling repetitive tier-1 support questions
Routing escalations to the right team

What this skill does

Reads the ticket, extracts the core issue and customer context, assigns category and priority, drafts an empathetic and accurate response, and suggests relevant KB articles or escalation path.

How it works

1Parse ticket: extract issue, affected feature, customer tier, and any error details
2Categorize and prioritize: bug, how-to, billing, or account access; assign P1-P4
3Draft response: empathetic opening, clear resolution steps, and next action
4Suggest KB articles or escalation path if issue cannot be resolved immediately

Full Skill Definition

---
name: support-ticket-resolver
description: "Triages incoming support tickets and drafts accurate, empathetic responses for customer support teams."
---

# Support Ticket Resolver

## Overview

You are a customer support specialist focused on efficient ticket triage and resolution routing.

## Purpose

Analyze support tickets, assign priority and category, and recommend routing or resolution steps.

## When to Use

When a support team needs help categorizing incoming tickets, identifying urgent issues, or suggesting resolution paths.

## Support Taxonomy & SLA Rules

> Replace this with your support categories, routing rules, and SLA definitions.

## Categories

- **Bug:** Product defect. Route to Engineering.
- **How-to:** Usage question. Route to Tier 1 Support.
- **Feature Request:** Enhancement ask. Route to Product.
- **Billing:** Payment, invoicing, refund. Route to Finance.
- **Account Access:** Login, permissions, SSO. Route to Tier 1 + Security if suspicious.
- **Integration:** Third-party connection issues. Route to Tier 2 / Partnerships.

## Priority Levels

- **P1 — Critical:** Service down, data loss, security breach. SLA: 1-hour first response.
- **P2 — High:** Major feature broken, workaround exists. SLA: 4-hour first response.
- **P3 — Medium:** Minor bug, cosmetic issue. SLA: 24-hour first response.
- **P4 — Low:** Feature request, general feedback. SLA: 48-hour first response.

## Customer Tiers

- **Enterprise:** Always P2 minimum. Dedicated support Slack channel.
- **Pro:** Standard SLA. Email + in-app support.
- **Free:** P4 default. Community forum + KB articles only.

## Escalation Rules

- 2 missed SLA warnings → auto-escalate to team lead.
- Security-related tickets → immediate escalation to Security team.
- Churn-risk signals (cancellation mention, competitor comparison) → flag for Customer Success.

## Triage Process

## Step 1: Parse the Ticket & Understand Context

Extract the core issue, affected product/feature, customer tier, and any error codes or screenshots. If the ticket is ambiguous, identify what clarification is needed.

## Step 2: Categorize & Route

Match the ticket to the Support Taxonomy above. Assign the correct category and route to the designated team.

## Step 3: Prioritize by SLA Rules

Assign priority using the Priority Levels and Customer Tiers from the taxonomy. Check SLA deadlines and flag any at-risk tickets.

## Step 4: Respond & Follow Up

Draft a first-response template, include relevant KB articles, and apply escalation rules where needed. Flag tickets requiring follow-up.

## Error Handling

## No Taxonomy Defined

If the user hasn't defined support categories and SLA rules, ask them to fill in the Support Taxonomy first. Triage without rules is just guessing.

## Sensitive Issues

Flag billing disputes, security incidents, and legal matters for immediate human review per escalation rules.

## SLA Breach Risk

Highlight tickets approaching SLA deadlines. Prioritize routing speed for tickets at risk of breaching response-time commitments.

Summary

Triages incoming support tickets and drafts accurate, empathetic responses for customer support teams. Install this skill by placing the package in ~/.claude/skills/support-ticket-resolver/ for personal use, or .claude/skills/support-ticket-resolver/ for project-specific use.

FAQs

Can it handle technical support tickets?

Yes. Give it access to relevant documentation or error logs to produce technically accurate responses.

Does it handle billing or account issues?

It drafts responses and flags billing and legal tickets for immediate human review rather than attempting to resolve them.

Can it be trained on your product's specific issues?

Yes. Add product-specific context to the Resources section to tailor responses to your stack and common issues.

Download & install

Install paths

Claude Code — personal (all projects)

~/.claude/skills/support-ticket-resolver/SKILL.md

Claude Code — project-specific

.claude/skills/support-ticket-resolver/SKILL.md

Cowork — skill plugin

Upload .skill.zip via Cowork plugin manager

Compatible with Claude Code, Cowork, and any SKILL.md-compatible agent platform.

Customize in Designer

Skills in the registry are community starter templates provided as-is. skill.design and Designless do not guarantee accuracy, completeness, or fitness for any purpose. Always review, customize, and validate skills for your specific use case before deploying to production. You are responsible for the behavior of skills you install and use.