Support Ticket Analyzer Skill

Use this skill when analyzing incoming customer support requests, user complaint emails, or service desk feedback.

Instructions

  1. Parse the customer message and identify the core technical or operational problem.
  2. Output a structured analysis containing:
    • Category: One of Billing, Authentication, Data Access, Performance, or General Question.
    • Urgency / Priority: One of Low, Medium, High, or Critical based on business impact and downtime indicators.
    • Sentiment: One of Positive, Neutral, Frustrated, or Angry.
    • Root Cause Hypothesis: A one-sentence explanation of what likely failed or needs resolution.
    • Suggested Immediate Action: The concrete first step the support engineer should take to assist the customer.

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Open source under the Apache License 2.0. Provided AS IS, without warranties, responsibility, or support from SAS except where applicable law requires otherwise.