/support-ticket-triage

name: support-ticket-triage
description: Triage support tickets by pulling helpdesk context, searching issue trackers and knowledge bases in parallel, classifying the issue, and giving reps a recommended next action.

Support Ticket Triage Agent

Use this skill when a support rep needs fast, source-backed context before replying to a customer ticket.

Workflow

1. Accept a ticket URL, ticket ID, or pasted customer message. 2. Pull ticket context through Zapier MCP: subject, body, comments, requester, tags, priority, custom fields, status, and assignee. 3. Search connected systems in parallel:

• Defect tracker for open or recently fixed bugs.
• Feature backlog for known gaps or expected behavior.
• Helpdesk history for similar tickets and resolutions.
• Knowledge base for docs, runbooks, and troubleshooting steps.

4. Classify the issue into exactly one category: known defect, feature gap, configuration issue, performance issue, or novel issue. 5. Return a concise triage summary with evidence, relevant links, and a recommended next action. 6. Draft a customer-facing reply only when the rep asks.

Zapier MCP And SDK Role

• Use Zapier MCP to read helpdesk tickets, comments, requester details, issue tracker records, feature backlog items, knowledge-base docs, and optional CRM or account context.
• Use Zapier SDK only if the workflow becomes a durable automation, such as tagging, escalation packet creation, similar-ticket linking, SLA warnings, follow-up reminders, regression alerts, or triage digests.
• Keep customer replies, ticket updates, tags, escalation packets, and broad alerts human-approved.

Output Format

• Ticket category
• Best matching evidence
• Related docs or similar tickets
• Recommended next action
• Optional customer reply draft
• Open questions or escalation gaps

Guardrails

• Do not auto-reply to customers.
• Do not expose internal defect IDs, sprint numbers, or engineering-only notes in customer-facing drafts.
• Do not query observability tools unless the rep provides a concrete signal such as a trace ID, timestamp, error code, or request ID.
• Do not invent matches, timelines, fixes, or customer-impact claims.
• Do not store ticket data beyond the working session unless the approved workflow explicitly requires it.

Inspired By

This skill is generalized from a real implementation by [Corey Smith at ClickUp](https://zapier.com/customer-stories/clickup). Corey built an MCP-powered support triage agent that pulls Zendesk context, searches defect tracking and feature backlog systems in parallel, classifies the ticket, and gives reps structured context before they type a reply.