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ticket-classification

Classify support tickets into categories and assign P1–P4 priorities.

7|3|Updated Mar 17, 2026
Search Tags:#priority#categorization#support#triage#sentiment-analysis#helpdesk#ticket-classification
One-click install
npx skills add https://github.com/brainbrewlabs/brainbrew-devkit --skill ticket-classification-brainbrewlabs
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: ticket-classification
Source: https://github.com/brainbrewlabs/brainbrew-devkit/tree/main/plugin/config/templates/support/skills/ticket-classification
Command: npx skills add https://github.com/brainbrewlabs/brainbrew-devkit --skill ticket-classification-brainbrewlabs

SYSTEM DOCUMENTATION & REQUIREMENTS

What problem does it solve?

This Skill helps support teams quickly and consistently assign a single category and a priority to incoming support tickets so triage is faster and SLAs are met.

Core Features & Use Cases

  • Structured Classification: Read full ticket content and assign exactly one category from a predefined list.
  • Priority Determination: Assess impact and urgency to map tickets to P1–P4 using the provided matrix.
  • Triage Signals: Capture customer sentiment and ticket complexity to inform routing and SLA decisions.
  • Use Cases: Triage new tickets, process batches of unclassified tickets, and re-prioritize tickets after new information.

Quick Start

Classify the following ticket and return Category, Priority (P1-P4), Sentiment, Complexity, and a one-sentence Reasoning.

Frequently Asked Questions about ticket-classification

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

FAQPage Schema
How do I classify and prioritize support tickets for efficient triage?▼

To classify and prioritize support tickets, the system reads the full message content and assigns exactly one category, a P1–P4 priority based on an impact and urgency matrix, and sentiment and complexity tags to inform routing and SLA decisions.

What is the best way to automate helpdesk ticket categorization and urgency determination?▼

Automating helpdesk ticket categorization involves processing incoming customer support messages to output a single category selection, a P1–P4 priority per the impact and urgency matrix, and a one-line reasoning that can be consumed by helpdesk workflows.

Can I use sentiment analysis to improve support ticket routing and SLA management?▼

Yes, sentiment analysis is applied during ticket triage to capture customer sentiment and ticket complexity, providing triage signals that inform routing and SLA decisions for support teams.

How do I re-prioritize existing support tickets after receiving new information?▼

You can re-prioritize support tickets by processing the updated ticket content to determine new categories and urgency, remapping the priority to P1–P4 using the impact and urgency matrix based on the new information.

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