Today's Agent Skill: Support Ticket Auto-Categorizer
What It Does
Most small business support inboxes are a mix of billing questions, feature requests, urgent complaints, and spam — all landing in the same queue. This skill sorts every incoming ticket in seconds so the right person handles the right issue first.
How It Works
The agent reads incoming support emails or chat messages, classifies each one into predefined buckets (billing, technical, feature request, complaint, spam, other), assigns a priority (P1 through P4), and drafts a suggested first response. It also flags sentiment so you can see angry customers before they escalate.
How to Deploy It
Run this in Claude Code, Gemini CLI, Cursor, or Windsurf connected to your help desk (Zendesk, Freshdesk, HelpScout, or a shared Gmail inbox) via MCP or webhook. Have it process new tickets every 15 minutes, apply labels or tags automatically, and post a suggested reply as an internal note for a human to approve before sending.
SKILL.md — Ready to Deploy
## Description
Classifies incoming support tickets by category, priority, and sentiment, and drafts a suggested first response for human review.
## Trigger
Run on every new inbound ticket, or when the user says "categorize the support queue."
## Input
- Ticket subject and body
- Customer name and account tier (if available: free, paid, VIP)
- Historical ticket count from this customer (optional)
- Business's category taxonomy (default: billing, technical, feature-request, complaint, spam, other)
## Steps
1. Read the ticket subject and body. Identify the primary category from the taxonomy.
2. If the ticket touches multiple categories, pick the one blocking the customer first.
3. Assign a priority: P1 (service down or angry paying customer), P2 (paying customer blocked), P3 (question or non-urgent bug), P4 (feature request or general feedback).
4. Score sentiment on a -2 to +2 scale from tone words like "urgent," "frustrated," "love," "thanks."
5. Draft a first response: acknowledge the specific problem, restate what you understand, give a realistic next step or timeline. No fake promises.
6. If the ticket looks like spam or is off-topic, mark it and skip the draft.
## Output ForCopy the full SKILL.md and drop it into your agent's skills directory to activate this skill.