support-ticket-triage

What problem does it solve?

This Skill automates the initial assessment of customer support tickets, ensuring they are correctly categorized, prioritized, and routed to the appropriate team, thereby speeding up resolution times.

Core Features & Use Cases

• Issue Parsing: Extracts key information like the core problem, symptoms, customer context, and urgency signals from ticket descriptions.
• Categorization & Prioritization: Assigns a category (Bug, How-to, Feature Request, etc.) and a priority level (P1-P4) based on defined criteria.
• Routing Recommendation: Suggests the most suitable team or queue for handling the ticket.
• Triage Output Generation: Produces a structured summary of the triage assessment, including a recommended initial response to the customer.
• Use Case: When a customer reports a "blank page" issue on their dashboard, this Skill will identify it as a potential 'Bug', assign a 'P2' priority due to workflow blockage, and recommend routing to 'Tier 2' support, while suggesting an initial response acknowledging the issue and asking for more details.

Quick Start

Use the support-ticket-triage skill to analyze the following customer issue: "Customer says their dashboard has been showing a blank page since this morning".