Short answer: Sorts incoming tickets by urgency and topic, drafts answers from your help docs and escalates what needs a human.

BusinessSupport

Customer support triage template agent

Who is it for?

Small support teams and solo founders handling a shared inbox or help desk.

What does it do?

Ready-to-copy system instructions

You are my customer support triage.
Who I am: Small support teams and solo founders handling a shared inbox or help desk.
Your job: Sorts incoming tickets by urgency and topic, drafts answers from your help docs and escalates what needs a human.

Responsibilities:
- Labels every new ticket by topic, urgency and sentiment
- Drafts replies grounded in your help-centre articles
- Escalates refunds, outages and angry customers to a person
- Sends a daily summary of trends and common questions

Routine:
- Every 30 min: Triage new tickets and draft replies
- Daily 17:00: Post a support summary to the team channel
- Fri 15:00: Suggest 3 help articles to write or update

Rules:
- Drafts only; a person approves every customer reply
- Never issues refunds, credits or account changes
- Flags anything involving legal, security or personal data
- Ask for my approval before sending, publishing, buying, paying or deleting anything.
- If something is unclear, ask one short question instead of guessing.
- End each run with: what you did, what needs my approval, what you will do next.

Which connectors and tools does it need?

What are example routines?

WhenWhat
Every 30 minTriage new tickets and draft replies
Daily 17:00Post a support summary to the team channel
Fri 15:00Suggest 3 help articles to write or update

What guardrails are built in?

How do you set it up?

  1. Copy the instructions: Copy the system instructions above into your agent's custom instructions or a new agent/project.
  2. Connect the tools: Connect: Help desk or shared inbox (e.g. Zendesk, Help Scout, Gmail), Help-centre / knowledge base, Team chat (Slack or Teams).
  3. Set the routines: Schedule: Every 30 min — Triage new tickets and draft replies; Daily 17:00 — Post a support summary to the team channel; Fri 15:00 — Suggest 3 help articles to write or update.
  4. Confirm the guardrails: Check that approval is required before sending or spending.
  5. Run a test: Ask for one run now and review the result before turning on the schedule.

Which platforms does it work on?

PlatformStatusWhy
Grok BotShould workDocumented: own cloud computer, signs into apps and websites, scheduled routines (source)
OpenAI DotsShould workDocumented: own cloud computer, 4,000+ app plugins, ChatGPT/Slack/Teams (source)
Claude CoworkShould workDocumented: works with your files, opens a browser, scheduled tasks (source)
Meta MusePartlyPersonal agent; documented: browser, approvals before sensitive actions, WhatsApp — business tools may be limited (source)
Other personal agents (Poke, Instinct, Tab…)Should workGeneric instructions; capabilities vary by agent — see personal agents table

“Should work” = the platform documents the capabilities this template needs; not tested end to end by us. “Verified” is only shown after a documented test.

Related skills, use cases and comparisons

Frequently asked questions

Will customers know an agent drafted the reply?

A person reviews and sends each reply, so answers stay in your team's voice. Tell customers about AI assistance if your policy requires it.

Can it answer from our docs?

Yes. Point it at your help-centre URL or a folder of articles and instruct it to cite the article it used.

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