Support Triage Intelligence

Turn a messy support export into an escalation queue, reply review list, FAQ ideas, and next actions.

This Actor is built for founders, agencies, ecommerce operators, and support teams that need faster weekly support review without sending unapproved replies to customers. It accepts pasted ticket records or exported JSON from tools like Zendesk, Intercom, Help Scout, Gmail, Shopify support workflows, or in-house CRMs.

What It Produces

• Priority level and numeric priority score
• Category detection for billing, account access, technical issues, how-to requests, feature requests, legal/compliance risk, and general support
• Sentiment and frustration signals
• Escalation recommendation with a plain-English reason
• Support-ready next actions
• Reply draft in the selected tone and language
• FAQ/knowledge-base candidate for repeated issues
• Batch summary in the key-value store under SUMMARY

Input

Provide an array of support ticket records:

{
  "tickets": [
    {
      "id": "T-1001",
      "customerName": "Jordan Lee",
      "subject": "Charged twice and still cannot access my account",
      "message": "I was charged twice yesterday and the login link still says my account is disabled. This is blocking my team. Please fix this today or refund us.",
      "channel": "email",
      "customerTier": "business"
    }
  ],
  "defaultLanguage": "English",
  "brandVoice": "calm, concise, and helpful",
  "replySignature": "Support Team"
}

Common exported field names like ticketId, title, body, requester, source, and plan are normalized automatically.

Practical Use Cases

• Sort urgent billing/access issues before routine replies.
• Create response drafts for support contractors.
• Convert repeated tickets into FAQ candidates.
• Spot refund, churn, and legal/compliance risk before it escalates.
• Process a small batch of exported support tickets before a weekly support review.

Output Example

{
  "id": "T-1001",
  "category": "billing",
  "priority": "urgent",
  "priorityScore": 100,
  "sentiment": "negative",
  "escalationRequired": true,
  "escalationReason": "High priority score from urgency, business impact, billing/access, or customer frustration.",
  "nextActions": [
    "Check customer billing history, duplicate charges, invoice IDs, and refund policy fit.",
    "Acknowledge urgency and give a concrete next update window.",
    "Assign an owner and track until resolution."
  ]
}

Safety Boundary

This Actor is built for human-in-the-loop review. It does not send replies to customers, approve refunds, or change support records by itself.