skills.rest
wagnerra23
wagnerra23COMMUNITY
Explore all skills by this author →
GitHub

ticket-triage

Enrich atendimento tickets with financial context and WhatsApp history to rank priority.

Updated May 14, 2024
Search Tags:#ticket triage#SLA management#priority scoring#escalation routing#customer finance#chat sentiment#multi-tenant ERP
One-click install
npx skills add https://github.com/wagnerra23/oimpresso.com --skill ticket-triage-wagnerra23
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: ticket-triage
Source: https://github.com/wagnerra23/oimpresso.com/tree/main/.claude/skills/ticket-triage
Command: npx skills add https://github.com/wagnerra23/oimpresso.com --skill ticket-triage-wagnerra23

SYSTEM DOCUMENTATION & REQUIREMENTS

What problem does it solve?

This Skill removes repetitive human decision-making by enriching each atendimento ticket/conversation with financial context, WhatsApp signals, and operational giro to produce a structured priority recommendation.

Core Features & Use Cases

  • Ticket enrichment triage: gathers client financial status (LTV/MRR, plan, days overdue), WhatsApp history signals (sentiment and key terms), and operational giro (e.g., NFe volume) to support prioritization.
  • Deterministic prioritization rules: applies predefined escalation and scoring rules before invoking any LLM to reduce cost and improve consistency.
  • LLM-assisted classification: derives category, sentiment, and keywords when deterministic rules are insufficient, ensuring a consistent output contract for queue operations.
  • Operationally safe output: returns a fixed, parseable JSON assessment for the operator to decide whether to apply actions, without writing to the database.

Quick Start

Ask the AI to triage and prioritize a specific conversation by sending: analyze the ticket/conversation and return the priority and recommended next action in JSON.

Frequently Asked Questions about ticket-triage

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

FAQPage Schema
How do I prioritize customer support tickets using financial context and WhatsApp history?▼

Ticket triage resolves this by enriching conversations with financial context, WhatsApp history, and operational giro to generate a deterministic score. This process evaluates customer LTV and overdue days to output a structured priority ranking for action.

What is the best way to automate SLA management and escalation routing for customer finance tickets?▼

Automating SLA management is best achieved by applying deterministic prioritization rules to enriched ticket data before any LLM processing. This yields a fixed JSON output with a 0-100 score, P1-P4 priority, and a specific escalation target.

Can I use deterministic priority scoring for multi-tenant ERP ticket queues?▼

Yes, deterministic priority scoring applies to multi-tenant ERP ticket queues. The system uses predefined escalation rules before invoking an LLM to reduce costs and ensure consistent queue operations across different tenant contexts.

How does chat sentiment analysis influence ticket escalation routing?▼

Chat sentiment analysis influences escalation routing by extracting key terms and emotional signals from WhatsApp history. When deterministic rules fall short, LLM-assisted classification derives sentiment to route the ticket to the correct escalation target.

Does ticket triage automatically write prioritization data to my database?▼

Ticket triage does not automatically write prioritization data to your database. It operates under a safe analysis-only contract, returning a fixed parseable JSON assessment for the operator to decide whether to apply subsequent actions.

Related Skills

Explore More Finance & Accounting Skills→
erphqerphq
2

observability

Collect logs, metrics, and traces for ERP•AI observability.

Official
Advanced
yethikrishnayethikrishna

ticket-triage

Classify and prioritize support tickets with categories, P1–P4 priorities, and routing.

Community
Intermediate
ticruz38ticruz38

engagement-replies

Generate tone-matched reply options for social comments using sentiment analysis.

Community
Advanced
akiotanaka847akiotanaka847
2

triage-a-ticket

Categorize inbound support messages into prioritized, queue-ready ticket records.

Community
Intermediate