Support inbox triage & reply drafter

On the schedule you choose, a support agent classifies and prioritizes new tickets, drafts on-brand replies from the FAQ, de-escalates complaints, and escalates the unknowns for you to approve.

Saves you ~2.5 h / week

Start with this playbook

How it works

Trigger: On the “Support inbox triage” schedule.
Job: Classify and prioritize, draft replies and escalations, revise.
Outcome: A prioritized case queue with evidence-backed response drafts and escalations.

What it installs

Agents 2

Support Agent

Classifies and prioritizes tickets and drafts replies for approval.
Support inbox triage & reply drafter Quality Reviewer

Checks primary evidence, domain controls, deliverable completeness, and communication quality, stopping the run when the work is wrong, unsupported, incomplete, or uncertain.

Teams 1

Support inbox triage & reply drafter quality team

The delivery agents produce the work while an independent quality reviewer checks each workflow handoff against explicit evidence, domain, and communication requirements before the run can continue.

Workflows 1

Support inbox triage

Classify and prioritize, draft replies and escalations, self-critique against the quality checklist, revise, and hand off for approval.

Documents 1

Product FAQ & canned-response library

The canonical answers and reusable macros the agent adapts when drafting replies, with the rule to escalate when uncovered.

Goals 1

Every ticket triaged and answered within SLA

Keep response times inside SLA and replies consistent, on-brand, and correctly routed. Success looks like: Every new ticket has a category, a P1-P4 priority, a routing recommendation, and either an approved on-brand reply or a crisp escalation — with no SLA breach and no reply sent without human approval.

Skills 6

ticket-triage

Categorize, prioritize (P1-P4), de-duplicate, and route an incoming support ticket into a structured triage assessment. Adapted from anthropics/knowledge-work-plugins/ticket-triage.
draft-response

Draft a professional customer reply tailored to situation, relationship, and channel, with empathy-led structure and a tone spectrum. Adapted from anthropics/knowledge-work-plugins/draft-response.
canned-responses

Adapt a reusable macro/canned-response library to the actual ticket, escalating when no template fits. Adapted from claude-office-skills/skills/zendesk-automation (macros).
handle-complaint

Resolve a customer complaint end-to-end — load it, pull history, draft a severity-matched reply, and suggest an operational fix; drafts only, no auto-refunds. Adapted from anthropics/knowledge-work-plugins/handle-complaint.
zendesk-automation

Run Zendesk triage, routing, macros, and SLA workflows through connected helpdesk access. Adapted from claude-office-skills/skills/zendesk-automation.
intercom-automation

Run Intercom conversation triage, user segmentation, and support routing through connected helpdesk access. Adapted from claude-office-skills/skills/intercom-automation.

Schedules 1

Support inbox triage

Triages the support inbox on the schedule you choose. ## Professional quality control Objective: complete the recurring Support inbox triage & reply drafter operating cycle and deliver a review-ready, evidence-backed result rather than merely report that the schedule ran. Start by fixing the review period, reading the current source records and prior run, confirming required access, and listing missing or contradictory inputs. Execute the bundle's full authored method in order, retaining source, calculation, command, or before/after evidence for load-bearing findings. Separate facts from interpretation, apply supplied policy without inventing thresholds, and stop any branch that requires missing authority or an unconfirmed human rule. Produce the complete named deliverable plus an evidence record, assumptions, exceptions, unresolved questions, and concrete next actions with owners where the method calls for them. Run the workflow's independent verifier checks and fix failures before requesting approval. The task is done only when every requested section and quality criterion passes or a blocker is explicit; silence, inaccessible data, or polished prose is not proof of completion. Reconcile customer, account, policy, chronology, severity, prior promises, and escalation triggers. Responses must acknowledge the specific issue and offer an actionable next step without generic AI phrasing, canned empathy, filler, blame, invented resolution times, or promises beyond the agent's authority. The human retains authority over publication, sending, spend, signing, merging, deployment, and other consequential external actions.

Connectors optional

Intercom

Connects to Intercom so the support agent can read new conversations and prepare replies for the triage run.
Open the Intercom connector

Folders 1

Support inbox triage

Requirements

Browser access to your support desk — The agent works in your support desk through its web interface in your browser and pauses for your approval before making any changes. Until you connect it, it works from attached exports and the relevant document.
Browser access to your project tracker — The agent works in your project tracker through its web interface in your browser and pauses for your approval before making any changes. Until you connect it, it works from attached exports and the relevant document.
Browser access to your email — The agent works in your email through its web interface in your browser and pauses for your approval before making any changes. Until you connect it, it works from attached exports and the relevant document.

Setup guide

How to Triage Support Inboxes

A practical guide to classifying tickets, drafting replies, routing escalations, and keeping every support send behind approval.

Read the setup guide

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