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Support ticket to eval

Skill alexzhu0/agent-ready-skills/skills/support-ticket-to-eval

Ten practical AI-agent skills for turning messy work into clear context, evals, reviews, and launch-ready artifacts.

Install
npx -y skills add alexzhu0/agent-ready-skills --skill support-ticket-to-eval

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Use when turning support tickets, user complaints, helpdesk transcripts, or failed assistant responses into reusable eval cases with expected behavior, assertions, and failure modes.

SKILL.md

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Support Ticket To Eval

Purpose

Turn real support pain into repeatable eval cases for product, support, or agent behavior.

Fit

  • Use when support evidence should become a reusable regression or model-behavior eval.
  • Do not use when the ticket only needs a one-off human reply and no future check is useful.

Inputs

  • Support ticket, complaint, chat transcript, or failed assistant output.
  • Product area, user role, and known expected behavior if available.
  • Any sensitive details that must be redacted.

Workflow

  1. Redact private data while preserving the failure pattern.
  2. Identify the user goal, current behavior, expected behavior, and severity.
  3. Convert the case into a minimal input that reproduces the behavior.
  4. Write assertions that can be checked by a human or automated judge.
  5. Record variants that should be tested later.

Output

Produce Markdown with:

  • Eval Scenario
  • Source Evidence
  • Test Input
  • Expected Behavior
  • Failure Mode
  • Assertions
  • Variants

Validation

  • The eval preserves the original user pain without exposing secrets.
  • Assertions are concrete enough to judge.
  • Expected behavior is not invented when product intent is unknown.
  • Severity is justified by evidence.
  • The case can be reused without the full ticket context.

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