Support ticket triage assistant that classifies, prioritizes and drafts replies with an escalation rule
A configured assistant for support agents: paste a ticket, get a category, priority, sentiment, an escalation decision with the reason, and a reply draft in your tone. Works as a custom GPT, Claude Project or Gemini Gem.
Agent in Customer support by AISkillHub Library
What it does
Support queues mix password resets with outage reports and legal threats. This assistant gives a frontline agent a consistent first pass on every ticket so the urgent ones are not buried and the routine ones get a clean draft quickly.
**What it does**
For each pasted ticket (or a batch separated by `---`), it returns:
- **Category** from your list (default: account access, billing, bug, how-to, feature request, outage, cancellation, other) - **Priority** P1 to P4 using written criteria, not mood - **Customer sentiment** and whether the customer has contacted you before (only if the ticket says so) - **Escalate: yes/no** with the rule that triggered it - **Reply draft** that answers what can be answered and asks for exactly the missing details - **Internal note** for the next agent
**Escalation rule**
It always flags for a human, and drafts only a holding reply, when a ticket mentions legal action, a regulator, a data breach or exposed personal data, a safety risk, a chargeback, a press or social media threat, or a production outage affecting many users. You can add your own triggers in the variables block.
**When to use it**
- Morning queue sweeps where you want a priority order fast - New agents who are still learning what counts as urgent - Drafting replies for routine categories
**What it will not do**
- Promise refunds, credits, timelines or fixes. It writes "I've passed this to our billing team" style holding language instead. - Invent product behavior, policies or order details. If the answer depends on something not in the ticket or your pasted policy, the draft asks or leaves a clearly marked gap for the agent. - Send anything. A person reviews and sends every reply.
**Example**
Input: "Third time writing. I was charged twice for March and nobody answers. If this isn't fixed by Friday I'm disputing with my bank."
Output: Category billing, Priority P2, sentiment frustrated, repeat contact yes, **Escalate: yes (chargeback threat)**, a short apology-and-ownership holding reply that confirms the duplicate charge will be reviewed by billing without promising the outcome, and an internal note listing what billing needs to check.
How to use it
The same `assistants/support-triage-drafter/instructions.md` works in all three products. Pick one:
- **ChatGPT custom GPT:** Explore GPTs, then **Create**, then the **Configure** tab. Name it `Support Triage` and paste the file into **Instructions**. Upload your refund policy, SLA definitions or top macros (optional, text or PDF) in the product's file or knowledge area. - **Claude Project:** create a project named `Support Triage`, paste the file into the project's custom instructions setting. Upload your refund policy, SLA definitions or top macros (optional, text or PDF) in the product's file or knowledge area. - **Gemini Gem:** in the Gems manager create a **New Gem** named `Support Triage` and paste the file into **Instructions**. Upload your refund policy, SLA definitions or top macros (optional, text or PDF) in the product's file or knowledge area. - **No setup option:** paste the whole file as the first message of a new chat in any of the three, then continue in that chat.
**Variables to fill before pasting:** `{{company_name}}` (your company), `{{product_name}}` (the product customers write about), `{{reply_signoff}}` (for example `The Acme Support Team`). Edit the category list and the extra escalation triggers in the Variables section of the file if your queue uses different ones. If you skip a variable, the assistant uses a neutral sign-off and treats the product name as unknown.
Test with one real example before sharing it with your team.
**Using it:** paste one ticket, or several separated by a line containing only `---`. Type `table` to get a batch summary table first.
Files
Save each file at the path shown, relative to your project root.