ticket-triage

What problem does it solve?

This Skill streamlines the initial handling of customer support tickets by automatically categorizing issues, assigning priority levels, and recommending the appropriate team for resolution, ensuring faster and more efficient customer support.

Core Features & Use Cases

• Automated Categorization: Assigns primary and secondary categories (e.g., Bug, How-to, Feature Request, Billing) based on issue descriptions and signal words.
• Priority Assignment: Utilizes a P1-P4 framework based on impact and urgency, with clear criteria for each level.
• Intelligent Routing: Recommends routing to specific teams (Tier 1, Tier 2, Engineering, Product, Security, Billing/Finance) based on ticket category and complexity.
• Duplicate Detection: Includes a process to identify and link duplicate tickets to prevent redundant work.
• Use Case: When a new customer support ticket arrives detailing a login issue with a "cannot sign in" message, the skill categorizes it as "Bug" (due to root cause), assigns a P2 priority due to a core workflow being blocked, and routes it to Tier 2 support for investigation.

Quick Start

Use the ticket-triage skill to categorize and prioritize the following customer issue: "I'm unable to access my account, the login button is not responding and I'm getting an error message."