Zero-read reply queue, agents click send

Support lead or founder at 5-50 person SaaS, e-commerce, or services company where one person handles support as a second job · Configure inbox KB in ~20 min; first classified batch with drafts in <5 min once installed.

Edit flowon X● golden 90

step 1connector

Connect inbox source

⚡ bring your own tool

step 2ready

Batch-classify tickets by type, urgency, and sentiment

triage-messages

step 3ready

Draft replies for Stage 1 support tickets

triage-support

step 4partial

Route escalations and edge cases

taskflow-inbox-triage

step 5ready

Review queue: agent approves and sends

email-ops

step 6ready

Convert resolved tickets into KB articles

kb-article31 alts

Did this recipe work for you?

What you get

▸Classified ticket list with type, urgency tier, and sentiment for every inbound ticket
▸Agent-drafted reply attached to each Stage 1 ticket — agent clicks send, not compose
▸Routing plan for escalations (billing, churn, VIP) directed to named owners
▸Draft KB articles from resolved novel tickets to reduce future volume

tools: Gmail MCP free · Freshdesk from $15/agent/mo · Zendesk from $19/agent/mo

tokens: ~$1-3 per 50-ticket batch at Sonnet pricing

≈ $5-20/mo in tokens at 200 tickets/week; helpdesk tool cost separate

What stays yours

· Review and approve each draft before it sends — the send-verification gate is mandatory, not optional
· Handle all escalated tickets (billing disputes, churn, legal) flagged in the routing plan
· Curate and publish KB article drafts — agent output is a draft, not auto-published

✓ Last verified 2026-06-11claude-sonnet-4-6 (subagent, test-mode fixtures)

✓ step 1 · Connect inbox source

✓ step 2 · Batch-classify tickets by type, urgency, and sentiment

✓ step 3 · Draft replies for Stage 1 support tickets

✓ step 4 · Route escalations and edge cases

✓ step 5 · Review queue: agent approves and sends

✓ step 6 · Convert resolved tickets into KB articles

view sample outputs from this run

step 2 · Batch-classify tickets by type, urgency, and sentiment

# Classified Ticket List
Skill: triage-messages | Run: 2026-06-11T08:01Z | Input: raw-ticket-list.md

---

## TKT-1041
- **Sender:** maria.santos@acme.co
- **Subject:** Can't export to CSV — getting blank file
- **Category:** bug / data-export
- **Urgency:** P1 — time-critical (board report due next morning, Business plan)
- **Sentiment:** stressed, urgent
- **Routing flag:** standard-support (L1 can draft reply; escalate to eng if no known fix)
- **Notes:** Regression started "yesterday" (2026-06-10). Check recent deploy log for CSV export path changes.

---

## TKT-1042
- **Sender:** j.hoffm…

step 3 · Draft replies for Stage 1 support tickets

# Draft Responses — Standard Support Tickets
Skill: triage-support | Run: 2026-06-11T08:02Z | Input: classified-ticket-list.md
Scope: P3 how-to tickets (TKT-1043, TKT-1045, TKT-1048) + P1 bug TKT-1041 (L1 first-touch, pending eng check)
Escalations (TKT-1042, TKT-1044, TKT-1046, TKT-1047) → routed-ticket-plan.md

---

## TKT-1041 — CSV Export Blank File (P1, L1 first-touch)
**Status:** draft — send immediately, follow up once eng confirms root cause

**To:** maria.santos@acme.co
**Subject:** Re: Can't export to CSV — getting blank file

Hi Maria,

Thanks for flagging this — I can see how time-…

step 4 · Route escalations and edge cases

# Routed Ticket Plan — Escalations & Edge Cases
Skill: taskflow-inbox-triage | Run: 2026-06-11T08:03Z
Input: classified-ticket-list.md + draft-responses.md
Note: Routing plan is text-only — no ticketing MCP connected; agent must action assignments manually.

---

## TKT-1042 — Duplicate Billing Charge (P1)
**Owner:** billing-team + @retention-lead
**SLA:** Respond within 2 hours; refund decision within 4 hours
**Waiting on:** Customer's bank statement attachment (mentioned in ticket, not yet received)
**Intent classification:** billing-dispute → churn-imminent
**Routing note:**
- Billing team:…

The problem

When my 3-person team gets 200 support emails/tickets per week, I want them automatically classified by issue type, urgency, and sentiment, with a draft response attached, so that agents only review and click send instead of writing from scratch.

Cybernetic layers

Memorybyo

Ticket state (who replied, what was sent, what is pending) lives in your helpdesk or a local state file. No harvested memory artifact covers this — use Freshdesk/Intercom/Zendesk as state store, or a Google Sheet updated per batch.

Backgroundbyo

The recipe runs as a triggered batch (on-demand or scheduled). A cron / Claude Code scheduled task can kick it every hour; without that it is a manual invoke. Scheduling support is not a harvested artifact in this pool.

Harnessready

Claude Code is the runtime. Drop each ready skill into ~/.claude/skills/ and invoke by name. The send-verification gate in email-ops (step 5) keeps a human in the loop before any reply goes out.

Click any step to see what fills it — and the ranked alternatives you can swap in.