---
title: "Ticket Deflector"
type: skill
id: "knowledge-work-plugins/small-business/ticket-deflector"
category: "Small business"
publisher: "Anthropic"
license: "Apache-2.0"
source: "https://github.com/anthropics/knowledge-work-plugins/tree/d900840"
canonical: "https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/ticket-deflector"
open_in_pho: "https://pho.chat/customize?item=knowledge-work-plugins%2Fsmall-business%2Fticket-deflector&utm_source=labs&utm_medium=skill-page&utm_campaign=skills-library"
---

# Ticket Deflector

Reads a forwarded customer email or ticket, pulls order and refund status from a payments connector (PayPal, Square, or Stripe) or Shopify, account history from the CRM, and open tickets from a support desk (Zoho Desk), drafts a tone-matched reply in the owner's writing voice, and can issue a refund through the payments connector with explicit owner approval. With Shopify connected it also runs a proactive order-triage mode that surfaces orders needing attention — unfulfilled past the promised window, payment problems, pending refunds, stuck shipments — and drafts the next action for each before the customer has to ask. Use when the user says "draft a response," "answer this customer," "where's my order," "I want a refund," "check my orders," or "anything about to blow up."

Source: Anthropic (Apache 2.0), copied at a pinned commit. Free to use. Part of the Phở Skills library (https://labs.pho.chat/en/skills).
Skill set: Small business (https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business.md).

## What it covers
- Quick start
- Workflow
- Approval gates
- Proactive order triage (Shopify)
  - What a triage run does
  - More sources
- Output
- After the reply
- Reference
- Using a tool that isn't listed

## Other skills in this set
- [Ad Manager](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/ad-manager.md): The ads consultant that becomes an ads agent. Reads paid-ad performance natively through the TikTok Ads connector, or via a build-connector Zapier connection for other ad platforms, explains in…
- [AP Processor](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/ap-processor.md): Works the bill pile end to end: reads bills and vendor statements out of the AP inbox or from uploaded PDFs and phone photos, pulls out vendor, amount, due date, and line detail, codes each one to…
- [Brand Style](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/brand-style.md): Sets and updates the owner's brand look and output preferences, which every page and document the plugin produces then follows automatically. Captures the brand from a pasted website link or a…
- [Business Pulse](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/business-pulse.md): Produces a one-page cross-functional business snapshot for SMB owners — cash position (the ledger: MYOB, NetSuite, QuickBooks, Xero, or Zoho Books), sales trend (PayPal/Square/Stripe), pipeline…
- [Call list](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/call-list.md): Builds today's call list. Runs lead-triage to rank the top-5 leads most worth calling, supplies talking points from email history, blocks time on the calendar, and drafts follow-up messages. Trigger…
- [Cash Flow Snapshot](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/cash-flow-snapshot.md): Reads AR/AP, historical cash timing, and known fixed costs from the ledger (MYOB, NetSuite, QuickBooks, Xero, or Zoho Books) or from PayPal, Square, or Stripe — or a CSV upload — and produces a…
- [Close month](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/close-month.md): Closes the books and turns them into a decision as a three-link chain — month-end-prep reconciles the ledger against every connected payment processor and writes the P&L narrative…
- [Content Strategy](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/content-strategy.md): Analyzes sales data from PayPal and QuickBooks to find top performers and slow movers, layers in seasonality, and produces a prioritized 30-day content brief: what to push, what offers to run, what…
- [Contract Review](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/contract-review.md): Lightweight NDA, MSA, and vendor contract review for SMBs without legal on staff. Reads contracts from local files, mail attachments (Gmail or M365), a connected file store (Google Drive or M365)…
- [CRM Autopilot](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/crm-autopilot.md): Keeps the CRM current without the owner ever opening it. Creates and updates contacts and deals from email, calendar, and call transcripts; logs activity automatically; drafts follow-ups on deals…
- [Grant and RFP Writer](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/grant-rfp-writer.md): Finds grant and solicitation opportunities the organization actually qualifies for, runs a hard go/no-go before anyone starts writing, drafts the application or response from past submissions and…
- [Grow pipeline](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/grow-pipeline.md): Fills the funnel end to end without the owner babysitting it — reads the market and the competition for context, builds a ranked list of named prospects with a reason attached to each, writes…
- [Growth Pulse](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/growth-pulse.md): Answers one question for an SMB owner — is the growth engine actually working? Pulls sales trend by channel, funnel conversion, campaign return, best and worst performing products, and customer…
- [Hiring Screener](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/hiring-screener.md): Takes a pile of applications and turns it into a ranked shortlist, scored only against the job's stated rubric, with drafted replies to every candidate, scheduled interviews, and an onboarding…
- [Inbox Manager](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/inbox-manager.md): Turns a full inbox into a short, ranked list of what actually needs the owner. Reads the mail, sorts it into needs-you, drafted-and-waiting, and handled, writes replies in the owner's own voice…
- [Inventory Planner](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/inventory-planner.md): Works out what to reorder and when, from what is actually selling: pulls sales history and stock on hand from Shopify, Square, NetSuite, or an uploaded CSV, computes 7-day and 28-day sales velocity…
- [Invoice Chase](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/invoice-chase.md): Drafts overdue-invoice reminder emails from the ledger (MYOB, NetSuite, QuickBooks, Xero, or Zoho Books) plus PayPal, Stripe, and Airwallex data, matched to each customer's payment history and tone…
- [Job Post Builder](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/job-post-builder.md): Builds end-to-end hiring packets — job post, structured interview guide with scoring rubric, and offer letter template — from a hiring brief. Triggers on: "help me hire", "we're hiring for", "write…
- [Lead Finder](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/lead-finder.md): Builds a ranked list of prospects worth contacting. Works out the owner's ideal customer profile from the customers they already have, finds look-alike companies and the right contact at each…
- [Lead Triage](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/lead-triage.md): Scores inbound HubSpot leads by engagement signals, company fit, and urgency markers, ranks the ones worth a call today with talking points, drafts the follow-ups, and proposes calendar times for…
- [Marketing monday](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/marketing-monday.md): Delivers the weekly growth briefing as one merged read — whether the growth engine is working, what customers are saying in public and private, what competitors actually changed, and the three…
- [Monday brief](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/monday-brief.md): Runs the owner's Monday morning briefing as a two-link chain — business-pulse for the cross-connector snapshot of cash, sales, and pipeline, and report-builder for any saved KPI reports the owner…
- [Month End Prep](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/month-end-prep.md): Reconciles the accounting ledger (MYOB, NetSuite, QuickBooks, Xero, or Zoho Books) against PayPal, Shopify, Square, and Stripe settlements, flags transactions that need attention, suspicious…
- [Outreach Composer](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/outreach-composer.md): Writes prospect outreach and follow-up sequences that sound like the owner wrote them, not like an AI did. Learns a voice profile from the owner's own sent mail, grounds every message in something…
- [Pay The Bills](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/pay-the-bills.md): Works the bill pile from the AP inbox all the way to a staged payment run — reads and codes every bill, then checks the cash position before a dollar is committed, then stages the run for one-click…
- [Payroll Prep](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/payroll-prep.md): Gets payroll ready to run without anyone getting shorted: pulls timesheets from Gusto, QuickBooks Payroll, or an uploaded spreadsheet, totals regular, overtime, and PTO hours by person, flags every…
- [Plan Payroll](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/plan-payroll.md): Runs the payroll-confidence chain end to end — forecasts cash across the payroll window with cash-flow-snapshot, ranks and drafts overdue-invoice reminders with invoice-chase to close any gap, then…
- [Proposal Builder](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/proposal-builder.md): Turns whatever came out of a discovery conversation — a call transcript, a voice memo, jobsite photos, an RFP document, a set of drawings, or scrappy notes — into a branded, costed proposal…
- [Reactivate](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/reactivate.md): Wins back customers who have quietly stopped buying — finds the ones whose gap has stretched past their own normal rhythm or who are showing churn signals, ranks them by what the relationship was…
- [Report Builder](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/report-builder.md): Turns a plain-English description of a recurring report into a real, repeatable report — defines the metrics, pulls them from whatever data sources are connected, delivers a chat summary plus an…
- [Report Pack](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/report-pack.md): Delivers the owner's custom recurring report pack on a set cadence — runs the saved report definition from report-builder, wraps it in a business-pulse snapshot so the numbers have context, and…
- [Restock](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/restock.md): Turns what is actually selling into a reorder decision and gets it all the way into the books — computes sales velocity and conservative stockout dates per item, sizes the reorder, drafts the…
- [Review and Reputation](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/review-reputation.md): Watches what customers are saying in public and in private, then does something about it. Aggregates Google, Yelp, and Facebook reviews alongside disputes, tickets, and email into themes backed by…
- [SEO and AI Visibility](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/seo-ai-visibility.md): Audits and fixes both halves of being found — classic search and AI answers. Search side: rankings, site structure, page speed, titles and descriptions, and content that answers what customers…
- [Speed to Lead](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/speed-to-lead.md): Makes sure no inbound lead goes unanswered. Watches web forms, the shared inbox, and the CRM for new inquiries, qualifies each one against the owner's criteria, drafts a reply in the owner's voice…
- [Tax prep](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/tax-prep.md): Prepares tax materials as a two-link chain — month-end-prep confirms the books are closed and reconciled first, then tax-season-organizer calculates the quarterly estimated payment or builds the…
- [Tax Season Organizer](https://labs.pho.chat/en/skills/knowledge-work-plugins/small-business/tax-season-organizer.md): Prepares tax-season materials for the owner's accountant, not tax advice. US federal tax; a non-US business gets its closed-books packet instead. Two modes: (1) quarterly estimated tax from YTD net…

## Use it
- In Phở: open https://pho.chat/customize?item=knowledge-work-plugins%2Fsmall-business%2Fticket-deflector&utm_source=labs&utm_medium=skill-page&utm_campaign=skills-library and press Try, or add it so Phở loads it whenever a request matches. Phở works with your own API key (OpenAI, Anthropic, Google and others).
- Full instructions (original SKILL.md, unchanged): https://labs.pho.chat/skills/raw/knowledge-work-plugins/small-business/skills/ticket-deflector/SKILL.md
- Original files: https://github.com/anthropics/knowledge-work-plugins/tree/d900840 (Apache 2.0).
- Full machine-readable index: https://labs.pho.chat/skills.json