Systems Lab

Agent skill

support-ticket-triage

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.

slowingReaches the webInstructions only365 words

Filed under Onboarding, retention and expansion.

From zapier/gtm-cheat-codes · 17 skills · 329 · pushed 2026-07-13

What it does when it runs

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.

Read from the skill and the 5 files bundled beside it. A skill’s own description is written to be selected by an agent, so it describes the job and not the dependencies.

Keys and connectors you must supply
None found.
Hosts it reaches
  • mcp.zapier.com
  • zapier.com
Tool permissions it declares
No allowed-tools in the frontmatter. It only issues instructions, so there is nothing to bound.
Actions present in the files
None. Instructions only.

Ask about support-ticket-triage

Opens your assistant with this page's verified links already in the prompt.

Is this safe to install?ClaudeChatGPT
Adapt it to my stackClaudeChatGPT
What else do I need for it to workClaudeChatGPT
Rather ask a human? Talk to Cheetah

Install it

View source on GitHub ↗
git clone --depth 1 --filter=blob:none --sparse https://github.com/zapier/gtm-cheat-codes.git /tmp/gtm-cheat-codes
git -C /tmp/gtm-cheat-codes sparse-checkout set "skills/customer-support/support-ticket-triage"
mkdir -p ~/.claude/skills/support-ticket-triage
cp -R "/tmp/gtm-cheat-codes/skills/customer-support/support-ticket-triage/." ~/.claude/skills/support-ticket-triage/

Picked up without a restart. A project skill of the same name is shadowed by your personal one. For one repository only, swap ~/.claude/skills for .claude/skills. Claude Code docs ↗

Or take the whole library

This repo ships a .claude-plugin manifest, so Claude Code can install all 17 skills at once. Plugin skills are invoked as /<plugin>:<skill>, so they never collide with your own.

/plugin marketplace add zapier/gtm-cheat-codes
/plugin

The folder is the same in every client that implements the format — 46 of them — so if yours is not above, only the destination changes.

The skill

Source on GitHub ↗

Reproduced in full from zapier/gtm-cheat-codes/blob/022a2884f40316ef22269e29fd61b8a0f0c4cb4a/skills/customer-support/support-ticket-triage/SKILL.md, which is licensed MIT (repository). 365 words, 6 headings.

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. 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.

Files bundled with it

These load only when the skill asks for them, so they cost nothing until it runs.

Other skills for the same job

Different authors, same problem. Matched on the words in the skill name, across every library in the catalogue except this one.

Need help setting it up?

This page tells you what support-ticket-triage does and what it needs. Cheetah builds the agent setup it runs inside: data, CRM, sequencing and the guardrails.

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