Skill: Customer Support Triage

Use this when you want faster first-pass handling of incoming support requests without sacrificing safety, escalation discipline, or trust.

It is useful for small support teams, founders doing support themselves, and ops teams trying to standardise what gets routed where before a human gives the final answer.

The skill works because it treats triage and response as different jobs. First classify the request. Then decide whether the system should reply, ask for clarification, or escalate.

The “never invent policy” rule is the critical guardrail. Support systems become dangerous when they sound authoritative about things they do not actually know.

Add your own queue logic, priority labels, escalation owners, and risk categories if your team already has them.

If your product has strict policy boundaries, add explicit refund, account, compliance, and security rules into the skill.

This is a triage layer, not a full support knowledge base. It still needs accurate policy and product context around it.

Sensitive requests, angry customers, and anything with legal, billing, or security consequences still deserve human review.

Claude is strong at separating tone from severity and staying measured.

GPT is useful if you need the output in a more rigid queue-friendly format. Model-agnostic overall as long as the escalation rules are explicit.