# Support Source: https://routineos.org/use-cases/support > Triage the shared inbox and find the gaps in your help pages. Claude routines for support teams, built from two real templates. They start report-only. Use case: support # Support routines for Claude: triage the inbox, find the gaps in your help pages Two templates cover the repeat work in a support team. One labels each new thread in a shared mailbox and drafts replies that wait for your approval. The other groups the questions customers keep asking and checks whether your help pages answer them. Both start report-only. Free (MIT). Needs a paid Claude plan. [Get started](https://routineos.org/#start)[See inbox triage](https://routineos.org/templates/inbox-triage)[See support gap digest](https://routineos.org/templates/support-gap-digest) inbox-triage: unpilotedsupport-gap-digest: unpilotedexample scenario The job ## The job: triage the inbox and find the gaps A support person reads every new thread, decides what it is, and writes a reply. Once a week someone also asks which questions keep coming back and whether the help pages cover them. That is reading, sorting and drafting on a regular rhythm. The scenario below is an example built only from what the two templates do. An example week ## An example week with both routines This is an example built from the real templates, not a customer story. It carries no results, numbers or quotes. Say a small team turns on both templates for its shared support mailbox and help desk. 1. **Sunday to Thursday, 22:00 and 04:00 UTC: inbox triage runs**It reads threads that arrived inside the look-back window (12 hours by default). It gives each thread one label from your list (the defaults are needs-reply, fyi, billing, sales and suspect) and a short factual summary. For threads labelled needs-reply it drafts a reply in your house reply style. 2. **You approve, edit or decline each draft**Drafts wait behind an email gate that times out after 24 hours. On a later run, only drafts you approved are sent. The first run is report-only and sends nothing. 3. **You correct what it got wrong**You open the Desk and keep, edit or drop what you see. The routine learns from those choices and suggests setting changes. Nothing applies until you say yes. For example, a sender domain whose mail you keep dropping can come up as a suggestion. 4. **Thursday, 21:00 UTC: support gap digest runs**It reads the past seven days of ticket questions with customer details removed, groups questions by a normalised form, and counts each group. Groups that repeat at least three times by default are checked against the help pages you list. 5. **You read the gaps**Each repeated question is marked answered or not by the model, so confirm before you close a gap. The grouping is literal: two wordings of one question land in two groups. Source: template READMEs and catalog schedules in the [RoutineOS repository](https://github.com/devkindhq/routineos). Schedules are the template defaults, in UTC. Templates ## The support templates [ ### Inbox triage Labels new mail threads, drafts replies in your style, and sends a reply only after a person approves it. unpilotedapproval-gated Open ](https://routineos.org/templates/inbox-triage) [ ### Support gap digest Each week, groups repeated support questions and flags the ones your help pages do not answer yet. unpilotedwatch Open ](https://routineos.org/templates/support-gap-digest) **Inbox triage needs**A mail connector with read access **Support gap digest needs**A help desk connector (read) and web fetch **First run**Report-only Maturity is from the catalog. Neither template has had a real run yet, so read the first report-only run before you rely on it. Safety ## What it never does These come from the template prompts. They are rules the prompt forbids and the checks around it. They are not a promise about every possible run. - The prompt forbids deleting, archiving or moving mail in inbox triage. - The prompt forbids sending anything in inbox triage until a person has approved that draft on its gate. - The prompt forbids replying to a ticket, closing one or editing a help page in support gap digest. - Inbox triage stores the sender's domain, subject and a short summary, not full bodies or addresses. Check that is acceptable where you work. **Heads up**A wrong label can hide a thread that needed a reply, and a draft can sound sure about something the thread did not say. The Desk's approve-then-send flow is not piloted end to end, so test it on your own machine first. Next ## Where to go from here Read the [inbox triage page](https://routineos.org/templates/inbox-triage) for install steps and settings, or the [support gap digest page](https://routineos.org/templates/support-gap-digest). See the other teams on [all use cases](https://routineos.org/use-cases), read how [approvals](https://routineos.org/concepts/approvals) and [learning](https://routineos.org/concepts/learning) work, or check the [honest limits](https://routineos.org/honest-limits). ## Install inbox triage first Run it report-only, read the first report, then add the weekly gap digest. [Get started](https://routineos.org/#start)[Install inbox triage](https://routineos.org/templates/inbox-triage)