Customer Support Triage Runbook

Owner: platform-runners Template: Customer Support Triage (certified, gallery-visible) Expected duration: ~15 minutes Expected cost range: $0.50–$3.00 Tool profile: web_automation

This template does not auto-send drafted responses — every draft is held in the source system until a human approves. If a customer reports “the agent sent the wrong reply”, that means someone other than the agent pushed Send.

Known failure reasons

Reason	What happened	First action
`ticket_source_unauthenticated`	The credential for the ticket platform (Zendesk, Intercom, etc.) is missing or rejected.	Reconnect in Integrations.
`ticket_source_unreachable`	The ticket-source URL did not respond within the agent’s timeout.	Check the platform’s status page.
`no_open_tickets_in_window`	The agent ran but found nothing to triage.	Benign — surface as “no work” in the run summary; not a true failure.
`escalation_rule_parse_failed`	The customer’s `escalation_rules` input failed to parse.	Ask the customer for their rules; default to `standard` if unsure.
`draft_post_quota_exceeded`	The ticket platform rate-limited the agent’s draft posts.	Lower the run frequency or reduce the agent’s per-ticket draft count.

Diagnostic steps

Was the ticket source reachable? The first timeline event after session_healthy should be ticket_source_connected. If missing, it’s a network/auth issue.
How many tickets did the agent see? Look for tickets_classified in the run outputs. A count of 0 with no_open_tickets_in_window is benign.
Did the agent post drafts? Look for draft_response_posted events in the timeline. If the count is lower than the classification count, the agent decided some tickets needed human review without a draft — this is intentional.

Rollback / cleanup behavior

From the template’s rollback_or_cleanup_behavior:

Drafted responses stay in the source system as drafts. They are not sent to the customer.
Closing the run before completion leaves any in-flight drafts in place; no escalations are auto-routed.

Escalation

If a customer reports the agent did send a reply they didn’t approve, that is not this template — confirm by checking which template the run actually used. Escalate to platform-runners regardless because a confused user routing tickets through the wrong template is a support-bundle / UX bug.