Auto-triage Gorgias tickets using an agent skill

mkdir -p .claude/skills/ticket-triage/scripts

---
name: ticket-triage
description: Classifies untagged open Gorgias tickets by reading subject and body, then applies a topic tag (billing, shipping, returns, technical, account, or feedback) via the Gorgias API.
disable-model-invocation: true
allowed-tools: Bash(python *)
---
 
Classify untagged support tickets:
 
1. Run: `python $SKILL_DIR/scripts/triage.py`
2. Review the output — it lists each ticket classified and the tag applied
3. Spot-check a few in Gorgias to verify accuracy

#!/usr/bin/env python3
"""
Gorgias Ticket Triage
Fetches untagged open tickets → classifies with Claude → applies tags via API.
"""
import os
 
try:
    import requests
    from anthropic import Anthropic
except ImportError:
    os.system("pip install requests anthropic -q")
    import requests
    from anthropic import Anthropic
 
GORGIAS_EMAIL  = os.environ["GORGIAS_EMAIL"]
GORGIAS_KEY    = os.environ["GORGIAS_API_KEY"]
GORGIAS_DOMAIN = os.environ["GORGIAS_DOMAIN"]
BASE_URL       = f"https://{GORGIAS_DOMAIN}.gorgias.com/api"
AUTH           = (GORGIAS_EMAIL, GORGIAS_KEY)
 
CATEGORIES = ["billing", "shipping", "returns", "technical", "account", "feedback", "other"]
client = Anthropic()
 
 
def get_untagged_tickets(limit: int = 50) -> list:
    resp = requests.get(
        f"{BASE_URL}/tickets",
        auth=AUTH,
        params={"status": "open", "limit": limit},
    )
    resp.raise_for_status()
    tickets = resp.json().get("data", [])
    return [t for t in tickets if not t.get("tags")]
 
 
def classify(subject: str, body: str) -> str:
    prompt = (
        f"Classify this customer support ticket into exactly one category.\n\n"
        f"Categories: {', '.join(CATEGORIES)}\n\n"
        f"Subject: {subject}\n"
        f"Body (first 500 chars): {body[:500]}\n\n"
        f"Reply with only the category name, nothing else."
    )
    message = client.messages.create(
        model="claude-haiku-4-5-20251001",
        max_tokens=20,
        messages=[{"role": "user", "content": prompt}],
    )
    tag = message.content[0].text.strip().lower()
    return tag if tag in CATEGORIES else "other"
 
 
def apply_tag(ticket_id: int, new_tag: str, existing: list) -> None:
    # Merge to avoid replacing existing tags
    merged = list({t["name"] for t in existing} | {new_tag})
    resp = requests.put(
        f"{BASE_URL}/tickets/{ticket_id}",
        auth=AUTH,
        json={"tags": [{"name": t} for t in merged]},
    )
    resp.raise_for_status()
 
 
def main() -> None:
    print("Fetching untagged open tickets...")
    tickets = get_untagged_tickets()
    print(f"Found {len(tickets)} untagged tickets\n")
 
    if not tickets:
        print("Nothing to triage.")
        return
 
    for ticket in tickets:
        subject  = ticket.get("subject", "")
        messages = ticket.get("messages", [])
        body     = messages[0].get("body_text", "") if messages else ""
        tag      = classify(subject, body)
        apply_tag(ticket["id"], tag, ticket.get("tags", []))
        print(f"  #{ticket['id']}  {subject[:60]!r}  →  {tag}")
 
    print(f"\nTagged {len(tickets)} ticket(s).")
 
 
if __name__ == "__main__":
    main()

# Via Claude Code
/ticket-triage
 
# Or run the script directly
python .claude/skills/ticket-triage/scripts/triage.py

# crontab -e — run every hour on weekdays
0 8-18 * * 1-5 cd /path/to/project && python .claude/skills/ticket-triage/scripts/triage.py

name: Ticket Triage
on:
  schedule:
    - cron: '0 13-22 * * 1-5'  # 8 AM–5 PM ET, weekdays
  workflow_dispatch: {}
jobs:
  triage:
    runs-on: ubuntu-latest
    steps:
      - uses: actions/checkout@v4
      - uses: actions/setup-python@v5
        with:
          python-version: '3.12'
      - run: pip install requests anthropic
      - run: python .claude/skills/ticket-triage/scripts/triage.py
        env:
          GORGIAS_EMAIL:    ${{ secrets.GORGIAS_EMAIL }}
          GORGIAS_API_KEY:  ${{ secrets.GORGIAS_API_KEY }}
          GORGIAS_DOMAIN:   ${{ secrets.GORGIAS_DOMAIN }}
          ANTHROPIC_API_KEY: ${{ secrets.ANTHROPIC_API_KEY }}