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.

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What it installs

Agents 1

  • Support Agent

    Classifies and prioritizes tickets and drafts replies for approval.

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.

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.

Folders 1

  • Support inbox triage

Requirements

What this template expects to do its job. Task Machine does not verify these — you decide whether your setup is ready.

  • 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.

Get started

Install Support inbox triage & reply drafter and run it with approvals.

Join the waitlist and we will send early access when the first private beta spots open.

Private beta. We invite teams in batches and never share your email.