classify-ticket

What problem does it solve?

This Skill reduces misrouting and delays by classifying incoming IT support emails into the correct category, priority, and handling tier based on subject and body content.

Core Features & Use Cases

• Automated classification: Assigns one category (hardware, software, access, network, telephony, or general) using keyword and pattern matching.
• Priority determination: Sets P1–P4 using severity signals like URGENT/CRITICAL/OUTAGE and adjusts priority accordingly.
• Tier routing: Chooses tier 0–3 based on whether self-service exists, whether technician action is needed, or whether escalation/vendor involvement is required.
• Safety-oriented overrides: Escalates phishing and legal/HR/compliance messages per the defined rules instead of attempting normal processing.

Quick Start

Use the command classify this email with the email subject and body so the Skill returns a structured category, priority, tier, confidence, and escalation flags.