support-ticket-triagelisted

# Support ticket triage ## This skill does not talk to the customer It produces a classification, a route, and a **draft**. A human support agent reads it, edits it, and sends it — or does not. Nothing here is an auto-reply, an auto-resolve, an auto-close, or a macro that fires on its own. If asked to send, close, refund, credit, waive, promise a fix date, or otherwise commit the organisation to a customer, stop and hand it to the agent. This constraint is the skill, not a caveat on it: a plausible wrong answer sent under the brand's name costs more than the whole triage saves. ## Purpose Triage failures are invisible in queue metrics and expensive everywhere else. A complaint classified as a question loses its regulatory clock. Severity set from how angry the customer sounds starves a real outage of attention while a well-written annoyance jumps the queue. Forty contacts about one broken thing get worked forty times. This skill fixes the classification rules, the severity matrix and the routing decision so the first assignment is usually right, and gives the agent a draft that already contains what the customer asked for. ## Data classification **Confidential.** Tickets contain personal data, account identifiers and sometimes financial positions. **Stop condition:** if account numbers, card details, credentials, identity documents or financial positions are pasted into the working conversation, stop, name the category without repeating the value, and ask for a de-iden