Customer Support Triage Agent

Stop working the queue. Start clearing it.

Every inbound support request costs your team the same five minutes before anyone can even start helping: read it, figure out what it is, decide how urgent it is, and dig up the right answer. Multiply that by every ticket, every day.

This template gives you a full support ticket queue where Claude does that grunt work the moment a request arrives. Each ticket lands already classified by category, prioritized, sentiment-scored, summarized in one line, and paired with a knowledge-grounded draft reply. A human approves every single outbound message. The AI kills the triage backlog, not the support team.

How it works

1. Customers reach you through a hosted support form, or by email through a normalized inbound webhook (paste-ready adapters included for Resend Inbound, Mailgun, and Cloudflare Email Workers).
2. The moment a ticket lands, Claude classifies it, sets priority, reads the sentiment, writes a one-line summary, and drafts a reply grounded in your knowledge base.
3. Your team works a clean queue: status tabs, priority pills, SLA countdowns, and the AI draft one click from the reply box. Edit it, send it, done.

What you get

• AI triage on every ticket: category, priority, sentiment, summary, and a draft reply, all editable, with a re-run button
• Human-in-the-loop by design: the AI never emails your customers. Every reply is approved by a person
• Full ticket queue: status machine (new, open, waiting, solved, closed), assignees, SLA targets per priority with live countdowns
• Email threading that just works: ticket tokens in subjects, reply threading, duplicate-delivery protection, auto-responder loop guards
• Knowledge base: curate the docs the AI drafts from, in a simple admin editor
• Auto-acknowledgment: every new ticket gets an instant branded confirmation with its ticket reference
• Slack alerts: optional pings for new tickets, with an urgent mention gated on AI confidence so cheap spam can never page your on-call
• 3 ready-made presets: SaaS support, agency client support, and ecommerce support, each with categories, sample knowledge, and SLA defaults

Built for AI editing

The codebase ships agent-ready: AGENTS.md context for Cursor, Claude Code, and Windsurf, plus CUSTOMIZE_WITH_AI.md with paste-ready recipes (connect your email provider, add categories, change SLA targets, restyle the queue). Point your AI editor at it and customize without learning the internals.

Under the hood

Next.js 15, Supabase (Postgres + magic-link auth), Claude Haiku 4.5 via the Anthropic API, Resend for outbound email, Tailwind v4, TypeScript strict. 200 automated tests. Works without an Anthropic key too: tickets still flow through the queue untriaged until you add one.

Requirements

Supabase project (free tier works), Anthropic API key, and a Resend account for outbound email. Deploys to Vercel in about 30 minutes with the included step-by-step guide.