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ticket-triage

Extract category, P1–P4 priority, queue, and runbook guidance from IT support tickets.

Updated Aug 27, 2026
Search Tags:#priority matrix#incident escalation#ticket classification#helpdesk workflow#it ticket triage#jira routing#confluence runbooks
One-click install
npx skills add https://github.com/afoxnyc3/chelsea-piers-itops --skill ticket-triage-afoxnyc3
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: ticket-triage
Source: https://github.com/afoxnyc3/chelsea-piers-itops/tree/main/chelsea-piers-itops/skills/ticket-triage
Command: npx skills add https://github.com/afoxnyc3/chelsea-piers-itops --skill ticket-triage-afoxnyc3

SYSTEM DOCUMENTATION & REQUIREMENTS

What problem does it solve?

It eliminates slow, inconsistent ticket handling by turning a raw user problem or Jira ID into a standardized category, priority, queue assignment, and the most relevant runbook guidance.

Core Features & Use Cases

  • Automated classification and prioritization: Converts a ticket description into a category and assigns P1–P4 priority based on impact and urgency.
  • Smart routing to the right Jira queue: Selects the correct assignment queue for faster ownership and fewer back-and-forths.
  • Runbook discovery from Confluence: Surfaces the most relevant procedure for the detected issue type, with a fallback to document creation when no match exists.
  • Escalation guardrails for critical incidents: Enforces immediate escalation for security incidents (phishing confirmed/account compromise) and other L1→L2 handoffs.

Quick Start

Use /ticket-triage with the user’s ticket description or a Jira ticket ID to get a structured triage record with category, priority, assignment queue, and the best matching runbook.

Frequently Asked Questions about ticket-triage

High-intent search queries and answers about installing and using this skill.

FAQPage Schema
How do I automate IT ticket triage and categorize helpdesk intake?▼

Automate IT ticket triage by extracting structured routing decisions from free-text descriptions or Jira IDs to output a consistent record with category, P1–P4 priority, queue, and next steps.

How does incident escalation work for confirmed security issues like phishing?▼

Incident escalation triggers immediate handoff for confirmed security issues like phishing or account compromise, enforcing strict L1 to L2 routing guardrails for critical incidents.

Can I use a Jira ticket ID for automatic priority assignment and routing?▼

Use a Jira ticket ID to retrieve the ticket and perform automatic categorization, assign P1–P4 priority based on impact, and route to the correct assignment queue.

How do I find the right Confluence runbook for a categorized support ticket?▼

Find the right Confluence runbook by searching the knowledge base during ticket classification, which surfaces the most relevant procedure or falls back to document creation.

What is the best way to route cloud infrastructure and identity issues to the right queue?▼

Route cloud infrastructure and identity issues by triaging the raw user problem to select the correct Jira assignment queue, ensuring faster ownership and fewer back-and-forths.

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