user-support-triage-for-saas-and-open-source-projects
Made by JeffTriage support across any project (DB tickets, GitHub issues, Zendesk, Intercom). Use when reviewing tickets, SLA breaches, refunds, hostile users, GDPR/CCPA, or onboarding agent-driven support.
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What's New with this Skill
2Updates, enhancements, and release notes for this skill.
user-support-triage v2: auto-scaffold an in-app ticketing system on owner approval, with a self-contained handoff and per-step Confirmation Rule
When triage detects a SaaS project with no ticketing system or third-party adapter (surface = none-yet), the skill now offers to scaffold one end-to-end. On owner's yes, scripts/scaffold-ticketing.sh jsm-installs the ticketing skill plus co-deps, writes a handoff with detected project context, and emits a TICKETING-SKILL-STATUS marker so the agent knows whether to invoke the canonical skill or fall back to inline guidance.
- When surface = none-yet, the agent now offers to scaffold a ticketing system, and on yes runs scripts/scaffold-ticketing.sh end to end instead of stopping at a recommendation.
- scripts/scaffold-ticketing.sh is idempotent. It refreshes skill_inventory.json, jsm-installs the ticketing skill + co-deps (supabase, admin-page-for-nextjs-sites, stripe-checkout), re-runs check-skills.sh to record post-install state.
- Self-contained handoff: triage-handoff.md carries detected project context plus an Install Status section that tells a downstream agent to invoke or fall back, without needing the script's stderr.
- Two stdout markers: SCAFFOLD-TICKETING-READY <path> and TICKETING-SKILL-STATUS present|missing route the calling agent correctly.
- Tolerates missing or corrupt _detection.json: a file-existence check guards the missing case, and jq's 2>/dev/null guard plus printf fallback handles the corrupt case. Both protect the handoff write under set -e.
- Confirmation Rule extends to infrastructure: one ✓ CONFIRM on offer, then one per scaffold step. No batch-writes without per-step approval.
- Graceful degrade when jsm is absent or unauthenticated: the install loop is skipped, the handoff still writes, and the inline fallback in /user-support-ticketing-system-for-saas/SKILL.md is the floor.
- New Auto-Scaffold On Owner Approval section in references/SKILL-INSTALLATION.md documents the offer template, the script's contract, what the script does NOT do, the why-split-this-way rationale, and a failure-mode table.
- Smoke-tested across three workspace states: clean (no _detection.json), valid JSON (nextjs/resend), corrupt JSON. Both jq detection branches (present and missing) verified directly.
Triage used to stop at the offer when surface = none-yet. v2 closes the loop. On owner's yes, a new helper script (scripts/scaffold-ticketing.sh) runs the full bootstrap and produces a self-contained handoff document.
The script is idempotent (already-installed skills are no-ops). It refreshes the local skill_inventory.json, jsm-installs user-support-ticketing-system-for-saas plus co-deps (supabase, admin-page-for-nextjs-sites, stripe-checkout), and re-runs check-skills.sh to record post-install state. If jsm is absent, the install loop is skipped and the inline fallback is kept as the floor.
user-support-triage-for-saas-and-open-source-projects: 6-phase triage from ground-truth to closed ticket, with the Confirmation Rule and a mandatory de-slopify gate before send
A reusable triage skill for any SaaS or OSS project. Six phases (Ground Truth, Investigate, Draft, Owner Review, Act+Verify, Outcome), 26 named pipelines (A through AB), 50+ operators, and a hard floor: every customer-facing reply passes Confirmation plus /de-slopify before send. Auto-installs /de-slopify via jsm at session start.
- Six-phase pipeline with a defined output per phase: open-items and SLA-breach list, classification with root cause, draft bundle, approved drafts, closed loop, outcome record.
- Confirmation Rule: every send passes ✓ CONFIRM (owner approval) plus 🧹 DE-SLOPIFY (canonical /de-slopify, auto-installed via jsm). Skipping either is a Confirmation-Rule violation that surfaces in the audit log.
- 50+ operators, 26 named pipelines (A through AB), 58 reference files plus 10 runbooks, from rage cycles to deceased-user succession.
- Tactical empathy techniques (Mirror, Label, Accusation Audit, Calibrated Question, Strategic No) with prompt modules and named failure modes.
- Compensation calculus: a four-dial frame (Harm, Fault, LTV, Virality) read against an action matrix, so refunds are decided, not negotiated.
- Trauma-informed support runbook: crisis recognition, mandatory reporting, zero agent-generated crisis text. Self-harm, abuse, stalking, minors-at-risk all route to humans.
- Fraud and ATO detection: multi-signal risk scoring plus independent-channel verification before any account or money action.
- Observability-driven triage: Sentry and Datadog joins, anticipate / correlate / reverse-correlate patterns so you find the issue before the ticket queue does.
- Voice of Customer loop mining tickets, NPS, cancel reasons, sales-lost analyses, public mentions across five streams. Themes feed the product roadmap.
- Auto-install of /de-slopify via jsm at session start, with a loud hard-bordered warning if install fails plus an inline AI-tell remover fallback as the absolute floor.
User reports are hints, not facts. This skill turns raw tickets into verified actions through 6 phases, each with a defined output: an open-items and SLA-breach list, per-ticket classification with root cause, a draft bundle, owner-approved drafts, a closed loop of sends, fixes, and beads, and an outcome record.