ticket-triage
Categorize, prioritize, and route support tickets based on severity and type
Best use case
ticket-triage is best used when you need a repeatable AI agent workflow instead of a one-off prompt.
Categorize, prioritize, and route support tickets based on severity and type
Teams using ticket-triage should expect a more consistent output, faster repeated execution, less prompt rewriting.
When to use this skill
- You want a reusable workflow that can be run more than once with consistent structure.
When not to use this skill
- You only need a quick one-off answer and do not need a reusable workflow.
- You cannot install or maintain the underlying files, dependencies, or repository context.
Installation
Claude Code / Cursor / Codex
Manual Installation
- Download SKILL.md from GitHub
- Place it in
.claude/skills/ticket-triage/SKILL.mdinside your project - Restart your AI agent — it will auto-discover the skill
How ticket-triage Compares
| Feature / Agent | ticket-triage | Standard Approach |
|---|---|---|
| Platform Support | Not specified | Limited / Varies |
| Context Awareness | High | Baseline |
| Installation Complexity | Unknown | N/A |
Frequently Asked Questions
What does this skill do?
Categorize, prioritize, and route support tickets based on severity and type
Where can I find the source code?
You can find the source code on GitHub using the link provided at the top of the page.
SKILL.md Source
# Ticket Triage Skill Summary This document provides a comprehensive framework for support ticket management with the following key components: ## Core Functions The skill enables categorization of support issues, priority assignment (P1-P4), and appropriate team routing based on issue severity and type. ## Nine-Category Taxonomy Issues are classified as: Bug, How-to, Feature request, Billing, Account, Integration, Security, Data, or Performance. The framework emphasizes that the bug is primary when multiple issue types coexist, and suggests leaning toward Bug classification when uncertain. ## Priority Levels - **P1 (Critical)**: Production down, data loss, security breach, affecting most users - **P2 (High)**: Core workflow broken, multiple users impacted, no workaround available - **P3 (Medium)**: Partial functionality loss with available workarounds, single user/small team affected - **P4 (Low)**: Cosmetic issues, feature requests, general inquiries SLA response times range from 1 hour (P1) to 2 business days (P4). ## Routing Strategy Tickets route to appropriate teams: Tier 1 handles basic inquiries, Tier 2 manages complex investigations, Engineering addresses confirmed bugs, Product reviews feature requests, and specialized teams handle Security and Billing issues. ## Practical Guidance The framework includes duplicate detection procedures, template responses by category, and escalation triggers, emphasizing that pattern recognition across multiple tickets warrants elevated priority consideration.
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