> ## Documentation Index
> Fetch the complete documentation index at: https://clawhqplatform.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Support Triage

> Classifies support tickets by priority and drafts responses. Built-in HITL for P1/P2.

The Support Triage agent classifies incoming support tickets by priority and category, then drafts a response. P1 and P2 tickets are held for human review before anything goes out.

## Install

```bash theme={null}
cp templates/support-triage.yaml ~/.clawhq/agents/
docker compose restart paperclip
```

## Usage

Paste a ticket or customer message:

```
@Mike triage this: "Your app has been down for 2 hours and we're losing sales"
```

```
/triage [paste customer message]
```

## Output format

```
**Triage**
Priority: P1 | Category: Bug | Sentiment: Frustrated

**Suggested Response**
Hi [Name], I'm so sorry — we're aware of the issue and actively working on a fix.
Our team is treating this as our top priority. I'll update you every 30 minutes
until it's resolved. Can you confirm which region you're in?

**Action Required**
[x] Escalate to engineering
[ ] Investigate further
[ ] Follow up in X days
[ ] No action needed
```

## Priority levels

| Priority | Meaning                                                   |
| -------- | --------------------------------------------------------- |
| P1       | Service down, data loss — requires immediate human review |
| P2       | Major feature broken — requires human review              |
| P3       | Minor bug or degraded experience                          |
| P4       | Question, feedback, or feature request                    |

<Warning>
  P1 and P2 responses are **always held for human approval** before sending. This is enforced by the `hitl` config and cannot be bypassed via chat.
</Warning>

## Configuration

| Setting     | Value                                                   |
| ----------- | ------------------------------------------------------- |
| Model       | Claude Haiku 4.5 (fast, cost-effective for high volume) |
| Temperature | 0.2                                                     |
| Tools       | web\_search, doc\_writer                                |

## Required env vars

None.