📦 deps(thirdparty): update snapshots

2026-05-29 08:33:53 +00:00
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+---
+name: support-ticket-triage
+description: Triage customer support tickets/emails/chats into categories, priority, and next action; draft responses and create reproducible steps; use for Zendesk/Intercom/Help Scout exports or pasted threads.
+metadata:
+  short-description: Categorize and respond to support tickets
+---
+
+# Support Ticket Triage
+
+Standardize how to classify and respond to incoming tickets.
+
+## Inputs to gather
+- Ticket text (include attachments/links), product area, customer plan/tier if known.
+- Desired outputs: category taxonomy, priority levels, SLA hints, tone/brand voice, whether to draft a reply.
+
+## Workflow
+1) Parse context: identify issue type, product surface, severity, customer impact, reproduction hints, and blockers.
+2) Categorize: assign category and subcategory; set priority (e.g., P0–P3) with short justification.
+3) Draft response (if asked): concise acknowledgment, empathy, restate issue, next steps, and ask for missing info; include reproduction checklist when uncertain.
+4) Internal notes: suspected root cause, logs to pull, teams to loop, and tracking IDs to create/attach.
+5) Output: tabular or bullet summary with `Category`, `Priority`, `Summary`, `Proposed Fix/Next Steps`, `Reply Draft`.
+
+## Quality checks
+- Avoid promises; give ranges not exact ETAs unless provided.
+- Mask PII if copying to public channels.
+- If signal is weak, present 2–3 likely categories and what evidence would disambiguate.