# Support Triage Intelligence (`jumpy_invoice/support-triage-intelligence`) Actor Turn a messy support export into an escalation queue, reply review list, FAQ ideas, and next actions. - **URL**: https://apify.com/jumpy\_invoice/support-triage-intelligence.md - **Developed by:** [Bipeng Fu](https://apify.com/jumpy_invoice) (community) - **Categories:** Business - **Stats:** 2 total users, 0 monthly users, 100.0% runs succeeded, 0 bookmarks - **User rating**: No ratings yet ## Pricing $20.00 / 1,000 support ticket analyses This Actor is paid per event. You are not charged for the Apify platform usage, but only a fixed price for specific events. Learn more: https://docs.apify.com/platform/actors/running/actors-in-store#pay-per-event ## What's an Apify Actor? Actors are a software tools running on the Apify platform, for all kinds of web data extraction and automation use cases. In Batch mode, an Actor accepts a well-defined JSON input, performs an action which can take anything from a few seconds to a few hours, and optionally produces a well-defined JSON output, datasets with results, or files in key-value store. In Standby mode, an Actor provides a web server which can be used as a website, API, or an MCP server. Actors are written with capital "A". ## How to integrate an Actor? If asked about integration, you help developers integrate Actors into their projects. You adapt to their stack and deliver integrations that are safe, well-documented, and production-ready. The best way to integrate Actors is as follows. In JavaScript/TypeScript projects, use official [JavaScript/TypeScript client](https://docs.apify.com/api/client/js.md): ```bash npm install apify-client ``` In Python projects, use official [Python client library](https://docs.apify.com/api/client/python.md): ```bash pip install apify-client ``` In shell scripts, use [Apify CLI](https://docs.apify.com/cli/docs.md): ````bash # MacOS / Linux curl -fsSL https://apify.com/install-cli.sh | bash # Windows irm https://apify.com/install-cli.ps1 | iex ```bash In AI frameworks, you might use the [Apify MCP server](https://docs.apify.com/platform/integrations/mcp.md). If your project is in a different language, use the [REST API](https://docs.apify.com/api/v2.md). For usage examples, see the [API](#api) section below. For more details, see Apify documentation as [Markdown index](https://docs.apify.com/llms.txt) and [Markdown full-text](https://docs.apify.com/llms-full.txt). # README ## 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: ```json { "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 ```json { "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. # Actor input Schema ## `tickets` (type: `array`): Customer tickets, emails, chat transcripts, app reviews, or exported support records. ## `defaultLanguage` (type: `string`): Language for generated reply drafts. ## `brandVoice` (type: `string`): Tone to use in reply drafts. ## `businessContext` (type: `string`): Short description of the product or support team. ## `replySignature` (type: `string`): Optional signature appended to reply drafts. ## `includeReplyDraft` (type: `boolean`): Generate a customer-facing response draft for each ticket. ## `includeFaqCandidates` (type: `boolean`): Generate FAQ/knowledge-base candidate snippets when the ticket includes reusable guidance. ## Actor input object example ```json { "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", "businessContext": "SaaS support team handling billing, account access, onboarding, bugs, cancellations, and feature questions.", "replySignature": "Support Team", "includeReplyDraft": true, "includeFaqCandidates": true } ``` # API You can run this Actor programmatically using our API. Below are code examples in JavaScript, Python, and CLI, as well as the OpenAPI specification and MCP server setup. ## JavaScript example ```javascript import { ApifyClient } from 'apify-client'; // Initialize the ApifyClient with your Apify API token // Replace the '' with your token const client = new ApifyClient({ token: '', }); // Prepare Actor input const input = { "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" } ], "businessContext": "SaaS support team handling billing, account access, onboarding, bugs, cancellations, and feature questions.", "replySignature": "Support Team" }; // Run the Actor and wait for it to finish const run = await client.actor("jumpy_invoice/support-triage-intelligence").call(input); // Fetch and print Actor results from the run's dataset (if any) console.log('Results from dataset'); console.log(`💾 Check your data here: https://console.apify.com/storage/datasets/${run.defaultDatasetId}`); const { items } = await client.dataset(run.defaultDatasetId).listItems(); items.forEach((item) => { console.dir(item); }); // 📚 Want to learn more 📖? Go to → https://docs.apify.com/api/client/js/docs ``` ## Python example ```python from apify_client import ApifyClient # Initialize the ApifyClient with your Apify API token # Replace '' with your token. client = ApifyClient("") # Prepare the Actor input run_input = { "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", }], "businessContext": "SaaS support team handling billing, account access, onboarding, bugs, cancellations, and feature questions.", "replySignature": "Support Team", } # Run the Actor and wait for it to finish run = client.actor("jumpy_invoice/support-triage-intelligence").call(run_input=run_input) # Fetch and print Actor results from the run's dataset (if there are any) print("💾 Check your data here: https://console.apify.com/storage/datasets/" + run["defaultDatasetId"]) for item in client.dataset(run["defaultDatasetId"]).iterate_items(): print(item) # 📚 Want to learn more 📖? Go to → https://docs.apify.com/api/client/python/docs/quick-start ``` ## CLI example ```bash echo '{ "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" } ], "businessContext": "SaaS support team handling billing, account access, onboarding, bugs, cancellations, and feature questions.", "replySignature": "Support Team" }' | apify call jumpy_invoice/support-triage-intelligence --silent --output-dataset ``` ## MCP server setup ```json { "mcpServers": { "apify": { "command": "npx", "args": [ "mcp-remote", "https://mcp.apify.com/?tools=jumpy_invoice/support-triage-intelligence", "--header", "Authorization: Bearer " ] } } } ``` ## OpenAPI specification ```json { "openapi": "3.0.1", "info": { "title": "Support Triage Intelligence", "description": "Turn a messy support export into an escalation queue, reply review list, FAQ ideas, and next actions.", "version": "0.1", "x-build-id": "Ig3lxtF52sZw2b7Js" }, "servers": [ { "url": "https://api.apify.com/v2" } ], "paths": { "/acts/jumpy_invoice~support-triage-intelligence/run-sync-get-dataset-items": { "post": { "operationId": "run-sync-get-dataset-items-jumpy_invoice-support-triage-intelligence", "x-openai-isConsequential": false, "summary": "Executes an Actor, waits for its completion, and returns Actor's dataset items in response.", "tags": [ "Run Actor" ], "requestBody": { "required": true, "content": { "application/json": { "schema": { "$ref": "#/components/schemas/inputSchema" } } } }, "parameters": [ { "name": "token", "in": "query", "required": true, "schema": { "type": "string" }, "description": "Enter your Apify token here" } ], "responses": { "200": { "description": "OK" } } } }, "/acts/jumpy_invoice~support-triage-intelligence/runs": { "post": { "operationId": "runs-sync-jumpy_invoice-support-triage-intelligence", "x-openai-isConsequential": false, "summary": "Executes an Actor and returns information about the initiated run in response.", "tags": [ "Run Actor" ], "requestBody": { "required": true, "content": { "application/json": { "schema": { "$ref": "#/components/schemas/inputSchema" } } } }, "parameters": [ { "name": "token", "in": "query", "required": true, "schema": { "type": "string" }, "description": "Enter your Apify token here" } ], "responses": { "200": { "description": "OK", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/runsResponseSchema" } } } } } } }, "/acts/jumpy_invoice~support-triage-intelligence/run-sync": { "post": { "operationId": "run-sync-jumpy_invoice-support-triage-intelligence", "x-openai-isConsequential": false, "summary": "Executes an Actor, waits for completion, and returns the OUTPUT from Key-value store in response.", "tags": [ "Run Actor" ], "requestBody": { "required": true, "content": { "application/json": { "schema": { "$ref": "#/components/schemas/inputSchema" } } } }, "parameters": [ { "name": "token", "in": "query", "required": true, "schema": { "type": "string" }, "description": "Enter your Apify token here" } ], "responses": { "200": { "description": "OK" } } } } }, "components": { "schemas": { "inputSchema": { "type": "object", "required": [ "tickets" ], "properties": { "tickets": { "title": "Support tickets", "type": "array", "description": "Customer tickets, emails, chat transcripts, app reviews, or exported support records.", "items": { "type": "object" } }, "defaultLanguage": { "title": "Default language", "enum": [ "English", "Chinese", "Spanish", "French", "German", "Japanese" ], "type": "string", "description": "Language for generated reply drafts.", "default": "English" }, "brandVoice": { "title": "Brand voice", "enum": [ "calm, concise, and helpful", "warm and apologetic", "direct and operational", "friendly startup support", "premium enterprise support" ], "type": "string", "description": "Tone to use in reply drafts.", "default": "calm, concise, and helpful" }, "businessContext": { "title": "Business context", "type": "string", "description": "Short description of the product or support team." }, "replySignature": { "title": "Reply signature", "type": "string", "description": "Optional signature appended to reply drafts." }, "includeReplyDraft": { "title": "Include reply drafts", "type": "boolean", "description": "Generate a customer-facing response draft for each ticket.", "default": true }, "includeFaqCandidates": { "title": "Include FAQ candidates", "type": "boolean", "description": "Generate FAQ/knowledge-base candidate snippets when the ticket includes reusable guidance.", "default": true } } }, "runsResponseSchema": { "type": "object", "properties": { "data": { "type": "object", "properties": { "id": { "type": "string" }, "actId": { "type": "string" }, "userId": { "type": "string" }, "startedAt": { "type": "string", "format": "date-time", "example": "2025-01-08T00:00:00.000Z" }, "finishedAt": { "type": "string", "format": "date-time", "example": "2025-01-08T00:00:00.000Z" }, "status": { "type": "string", "example": "READY" }, "meta": { "type": "object", "properties": { "origin": { "type": "string", "example": "API" }, "userAgent": { "type": "string" } } }, "stats": { "type": "object", "properties": { "inputBodyLen": { "type": "integer", "example": 2000 }, "rebootCount": { "type": "integer", "example": 0 }, "restartCount": { "type": "integer", "example": 0 }, "resurrectCount": { "type": "integer", "example": 0 }, "computeUnits": { "type": "integer", "example": 0 } } }, "options": { "type": "object", "properties": { "build": { "type": "string", "example": "latest" }, "timeoutSecs": { "type": "integer", "example": 300 }, "memoryMbytes": { "type": "integer", "example": 1024 }, "diskMbytes": { "type": "integer", "example": 2048 } } }, "buildId": { "type": "string" }, "defaultKeyValueStoreId": { "type": "string" }, "defaultDatasetId": { "type": "string" }, "defaultRequestQueueId": { "type": "string" }, "buildNumber": { "type": "string", "example": "1.0.0" }, "containerUrl": { "type": "string" }, "usage": { "type": "object", "properties": { "ACTOR_COMPUTE_UNITS": { "type": "integer", "example": 0 }, "DATASET_READS": { "type": "integer", "example": 0 }, "DATASET_WRITES": { "type": "integer", "example": 0 }, "KEY_VALUE_STORE_READS": { "type": "integer", "example": 0 }, "KEY_VALUE_STORE_WRITES": { "type": "integer", "example": 1 }, "KEY_VALUE_STORE_LISTS": { "type": "integer", "example": 0 }, "REQUEST_QUEUE_READS": { "type": "integer", "example": 0 }, "REQUEST_QUEUE_WRITES": { "type": "integer", "example": 0 }, "DATA_TRANSFER_INTERNAL_GBYTES": { "type": "integer", "example": 0 }, "DATA_TRANSFER_EXTERNAL_GBYTES": { "type": "integer", "example": 0 }, "PROXY_RESIDENTIAL_TRANSFER_GBYTES": { "type": "integer", "example": 0 }, "PROXY_SERPS": { "type": "integer", "example": 0 } } }, "usageTotalUsd": { "type": "number", "example": 0.00005 }, "usageUsd": { "type": "object", "properties": { "ACTOR_COMPUTE_UNITS": { "type": "integer", "example": 0 }, "DATASET_READS": { "type": "integer", "example": 0 }, "DATASET_WRITES": { "type": "integer", "example": 0 }, "KEY_VALUE_STORE_READS": { "type": "integer", "example": 0 }, "KEY_VALUE_STORE_WRITES": { "type": "number", "example": 0.00005 }, "KEY_VALUE_STORE_LISTS": { "type": "integer", "example": 0 }, "REQUEST_QUEUE_READS": { "type": "integer", "example": 0 }, "REQUEST_QUEUE_WRITES": { "type": "integer", "example": 0 }, "DATA_TRANSFER_INTERNAL_GBYTES": { "type": "integer", "example": 0 }, "DATA_TRANSFER_EXTERNAL_GBYTES": { "type": "integer", "example": 0 }, "PROXY_RESIDENTIAL_TRANSFER_GBYTES": { "type": "integer", "example": 0 }, "PROXY_SERPS": { "type": "integer", "example": 0 } } } } } } } } } } ```