---
name: agnesai-labs-support-triage
description: "Triage support tickets with evidence and human-approved replies."
license: "Apache-2.0"
metadata:
  decimalai-skill-id: "e7b466aa-1497-4d80-9fa7-4fc510c00a7f"
  decimalai-version-id: "6ffc8459-5cd7-49ca-9238-837d5c5d7470"
  decimalai-version: "1"
  decimalai-body-sha256: "20aa981b8cb400c9edd42e20d5034ebd0a164eaea8094e955621a1f7ee743efb"
  decimalai-name: "agnesai-labs/support-triage"
  decimalai-format: "1"
  decimalai-invocation: "model"
  decimalai-category: "sales-support"
  decimalai-source: "https://app.decimal.ai/s/agnesai-labs-support-triage@1/SKILL.md"
---
# support-triage

Read the ticket; classify outage versus billing; route outages as urgent to incident response. Draft an acknowledgement with no invented fixes or refunds. Show the exact ticket and draft to the reviewer. Send only after Host approval. Check the receipt. Customer adaptation: replace the fixture lookup/send connectors, escalation taxonomy, SLA and customer-safe templates.

Use official present for generated deliverables under fde-output/support-triage/. Ask the business choice with official ask_user_question and wait for its validated answer before the action; keep backend tool authorization separate. If official Plan mode is active, submit the fixed workflow with exit_plan_mode and wait for its native approval before business steps. Plan approval never replaces a later business choice or tool permission.