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support-triage

v0.1.0 ExperimentalNo security review by Dakota Smith

Install

Pick the surface you use. Plugins run inside Claude Code, which is available in the terminal CLI, the desktop app on Mac and Windows, the web app at claude.ai/code, and the VS Code and JetBrains extensions. The slash commands are identical on every surface.

From inside any Claude Code session — terminal, desktop app, web app, or IDE extension:

  1. Add the RBA Skills marketplace (only needed once per machine):

    /plugin marketplace add rbaconsulting/rba-skills-plugin

  2. Install support-triage:

    /plugin install support-triage@rba-ai-hub

  3. Activate it without restarting:

    /reload-plugins

Overview

Support Ticket Triage & Resolver

AI-assisted support ticket triage and resolution for RBA managed-services delivery teams. Classifies incoming tickets against ITIL P1–P4 priority criteria, drafts context-aware client responses, investigates root causes using platform knowledge, packages escalations with full incident context, and surfaces SLA health across the queue — all integrated with Zendesk and Jira Service Management (JSM) via MCP.

Built for RBA's managed-services practice supporting Sitecore XM Cloud, Umbraco, Optimizely, and Azure-hosted DX platforms. Platform-agnostic by design: adapters for each platform are embedded in the knowledge reference, and the triage logic applies consistently regardless of the underlying CMS or cloud stack.

What's in this bundle

Artifact Purpose
ticket-triage skill Reads a ticket (or batch), assigns ITIL priority (P1–P4), categorises by type and platform, and produces a structured triage record with recommended SLA targets and first-responder actions
ticket-response-drafter skill Drafts client-facing ticket responses: acknowledgements, diagnostic update requests, resolution summaries, and closure messages — calibrated to tone and SLA elapsed
root-cause-investigator skill Investigates a ticket's technical root cause from logs, error messages, and the platform KB — returns a structured RCA with evidence and fix recommendations
escalation-packager skill Packages an incident for escalation — assembles timeline, impact summary, actions taken, and escalation brief in the format expected by L3/vendor support or RBA engineering leads
kb-article-generator skill Converts a resolved ticket into a reusable KB article: symptom, cause, resolution steps, prevention guidance, and suggested tags for future retrieval
sla-health-reporter skill Scans the open ticket queue and produces an SLA health dashboard: breached/at-risk/healthy counts by priority, dwell-time analysis, and actionable recommendations
triage-reviewer agent Subagent that validates a triage record for completeness, priority accuracy, and SLA alignment before it is posted back to the ticketing system
/support-triage command Guided entry point — reads the project context and routes to the right skill or runs the full triage pipeline
.mcp.json Pre-configured MCP server entries for Zendesk and Jira Service Management

When to use

  • Incoming ticket triage — a new ticket arrives in Zendesk or JSM; classify it, set priority, assign to the right queue
  • First-response drafting — engineer needs a professional client-facing acknowledgement within SLA, pre-populated with next-step questions
  • Root-cause investigation — ticket is stalled; investigate logs and error context before escalating
  • Escalation prep — P1/P2 incident needs to go to a vendor or senior engineer; package it cleanly
  • Post-resolution knowledge capture — convert a solved ticket into a KB article before closing
  • Support queue health review — morning stand-up; get an instant SLA health check across all open tickets

Platform coverage

This bundle is platform-agnostic with built-in adapters for RBA's core managed-services platforms:

Platform Common ticket patterns covered
Sitecore XM Cloud Publishing failures, Experience Edge sync issues, Identity Server auth errors, serialisation conflicts, xConnect indexing delays
Umbraco Examine index corruption, media picker errors, backoffice 500s, upgrade regressions, Umbraco Forms submission failures
Optimizely CMS DXP Cloud deployment failures, scheduled job hangs, content approval workflow errors, search index rebuild timeouts
Azure (App Service / AKS / SQL) Cold-start latency spikes, SSL certificate expiry, Key Vault access denials, SQL deadlocks, pipeline deployment failures
Composable frontends Next.js ISR cache staleness, CDN purge failures, Vercel/Azure Static Web Apps deploy errors

Supported ticketing platforms

Primary (via MCP):

  • Zendesk — read/create/update tickets, search by query, list views (uses zendesk-mcp)
  • Jira Service Management (JSM) — read/create/update issues, JQL search, worklog, transition workflow (uses mcp-atlassian)

Read-only adapters (via Bash/REST):

  • Azure Monitor / Log Analytics (KQL via az monitor CLI)
  • Application Insights (diagnostic context for root-cause investigation)

Installation

claude plugin install support-triage@rba-ai-hub

Prerequisites:

Zendesk:

  1. Set ZENDESK_SUBDOMAIN, ZENDESK_EMAIL, and ZENDESK_API_TOKEN environment variables.
  2. Review .mcp.json and update the subdomain value.

Jira Service Management:

  1. Set JIRA_BASE_URL, JIRA_EMAIL, and JIRA_API_TOKEN environment variables.
  2. Update the JIRA_URL in .mcp.json for your cloud instance.

Azure diagnostics (optional — for root-cause investigation):

  1. Authenticate az login or set AZURE_CLIENT_ID / AZURE_CLIENT_SECRET / AZURE_TENANT_ID.

Quick start

/support-triage                                    # interactive guided mode
/support-triage triage --ticket ZD-4821            # triage a specific Zendesk ticket
/support-triage respond --ticket JSM-1042          # draft a response for a JSM ticket
/support-triage rca --ticket ZD-4821               # root-cause investigation
/support-triage escalate --ticket ZD-4821          # package for escalation
/support-triage kb --ticket ZD-4821                # generate KB article from resolved ticket
/support-triage health                             # SLA health report for open queue

RBA context

Designed for RBA's managed-services practice operating under standard SLA tiers:

Priority Response Resolution Condition
P1 Critical 15 min 2 hr Production site down / complete loss of service
P2 High 1 hr 4 hr Major feature broken, significant user impact
P3 Medium 4 hr 24 hr Partial functionality degraded, workaround exists
P4 Low 8 hr 48 hr Minor issue, cosmetic, enhancement request

SLA clock management, escalation triggers, and client communication tone in this bundle reflect RBA's standard Managed Services Agreement (MSA) structure. Adjust reference.md in each skill for client-specific SLA overrides.

Bundled artifacts

Skills

  • escalation-packager — Assembles a complete escalation package for a P1/P2 incident — incident timeline, business impact statement, actions-taken log, current hypothesis, and a structured escalation brief in the format expected by RBA engineering leads, vendor support portals (Sitecore, Umbraco, Optimizely, Microsoft), or client executive contacts. Use when an incident is not resolving within SLA or requires specialist/vendor engagement.
  • kb-article-generator — Converts a resolved support ticket into a reusable knowledge-base article — symptom description, root cause, step-by-step resolution, prevention guidance, and retrieval tags. Outputs a formatted article ready to post to Confluence, Zendesk Guide, or JSM Knowledge Base. Use after closing any P1–P3 ticket to build institutional knowledge and reduce repeat tickets.
  • root-cause-investigator — Investigates the technical root cause of a support ticket by correlating error messages, logs, platform configuration, and the KB. Returns a structured RCA with evidence chain, confidence level, and fix recommendations. Use when a ticket is stalled, symptomatic, or recurring — or as the investigation step before drafting a resolution response. Supports Sitecore XM Cloud, Umbraco, Optimizely, and Azure-hosted DX platforms.
  • sla-health-reporter — Scans the open support ticket queue in Zendesk or JSM and produces an SLA health dashboard — breached, at-risk, and healthy ticket counts by priority; dwell-time analysis; repeat-issue flags; and specific recommended actions. Use at the start of each support day or during an on-call handover to get immediate situational awareness across the queue.
  • ticket-response-drafter — Drafts professional client-facing responses for support tickets at any stage — acknowledgement, diagnostic update request, resolution summary, or closure. Calibrates tone to SLA elapsed time and ticket priority. Integrates with Zendesk and JSM to read ticket history and post the response. Use after triaging a ticket or when an engineer needs to communicate with the client.
  • ticket-triage — Reads one or more support tickets (from Zendesk, JSM, or pasted text) and produces a structured triage record — ITIL priority (P1–P4), category, affected platform, recommended SLA targets, first-responder action, and routing. Use at the start of any incoming ticket workflow. Integrates with Zendesk and JSM MCP servers when available.

Agents

  • triage-reviewer — Reviews a completed triage record for accuracy, completeness, SLA alignment, and priority correctness before it is posted back to the ticketing system. Invoke after running ticket-triage — especially for P1/P2 tickets or when a human reviewer is unavailable. Returns a PASS/FAIL verdict with specific issues and required corrections.

MCP Servers

  • zendesk — Zendesk MCP server — provides read/create/update access to Zendesk tickets, organisations, users, and macros. Set ZENDESK_SUBDOMAIN (e.g. 'rba-support'), ZENDESK_EMAIL, and ZENDESK_API_TOKEN in your environment before use. Key tools: get_ticket, search_tickets, update_ticket, create_ticket, list_ticket_comments.
  • mcp-atlassian — mcp-atlassian (sooperset/mcp-atlassian) — open-source MCP server for Jira Cloud and Confluence Cloud. Exposes Jira issue search (JQL), issue read/write/transition, worklog, sprint queries, and Confluence page read/create/update. Used by ticket-triage, root-cause-investigator, escalation-packager, kb-article-generator, and sla-health-reporter for JSM integration. Set JIRA_URL, JIRA_USERNAME, JIRA_API_TOKEN. Optional CONFLUENCE_* vars enable KB article publishing to Confluence.

Slash Commands

  • /support-triage — Guided entry point for the Support Triage & Resolver bundle. Reads context and routes to the right skill — or runs the full triage pipeline from ticket retrieval through to response drafting. Use when you have a ticket to action and are unsure which skill to invoke, or when you want to run the end-to-end workflow in one command.
Technical details
Homepage
https://rba-skills.tylerschroeder.net/plugins/support-triage/
License
MIT
Maturity
experimental
Security review
No security review
Owners
  • delivery
  • engineering
Disciplines
delivery, engineering
Lifecycle
operate
Tags
  • support
  • triage
  • zendesk
  • jsm
  • jira-service-management
  • managed-services
  • itsm
  • itil
  • incident-management
  • sla
  • root-cause-analysis
  • knowledge-base
  • escalation
  • sitecore
  • umbraco
  • optimizely
  • azure
Last updated
by Tyler Schroeder
Source
plugins/support-triage/

Edit this plugin's README on GitHub — opens GitHub's web editor. No git knowledge needed.