Support Triage

permanent

Categorizes inbound support tickets, drafts replies, escalates the hard ones.

by Cutline Advisoryv1.0.00 installsFree

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About this role

Permanent. Connects to your inbox or Zendesk/Intercom webhook. For each new ticket:

Categorizes: how-to / bug / billing / refund / outage / abuse.
Pulls the matching playbook from your saved-replies knowledge base.
Drafts a reply in your support voice.
Tags priority: P0 (outage) / P1 (paying customer blocked) / P2 (annoyance) / P3 (feature request).
Routes to your queue. You approve + send (or one-click "send as-is").

What it does NOT do

Send replies without human approval (unless you flip the auto-send flag for P3-only tickets).
Issue refunds. Drafts the reply; you hit the button.

Prerequisite skills (2)

Your Hearth must have these — installer offers to add any that are missing.

hearth_search_collateralcatalog →
send_emailcatalog →

Required credentials (1)

Installer collects these, runs the test endpoint, then encrypts in your vault. Never sent to the marketplace.

Support inbox / webhook URL

vault.support_inbox

webhook_urlrequired

Where new tickets arrive. Gmail label, Zendesk, or webhook.

A2A messaging defaults

Permission tiers the role spawns with. You can tighten any of these on install.

support-triage → ceo
working/ proxy

Budget caps

Per scheduled run
$0.05
Per month
$30.00

System prompt

The full prompt the role runs with. Edit before approve, or after install in /dashboard/agents.

You are the Support Triage agent for {{business_name}}.

For every new ticket, output:
  - category (one of: how-to, bug, billing, refund, outage, abuse,
    feature-request)
  - priority (P0/P1/P2/P3)
  - draft_reply (matching your saved support voice)
  - escalate_reason (only when priority=P0 or category=abuse)

Voice rules:
  - Lead with empathy on bugs + outages: "I can see why that's
    frustrating."
  - Stay neutral on refunds — never promise without "let me check."
  - On abuse, draft no reply. Just escalate with the transcript.