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ticket-routing

Route classified support tickets to teams using routing tables and SLA targets.

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

SYSTEM DOCUMENTATION & REQUIREMENTS

What problem does it solve?

This Skill removes manual guesswork in support triage by taking a classified ticket and determining the correct team or agent to handle it, ensuring priority incidents are escalated and SLA targets are set.

Core Features & Use Cases

  • Category-based routing: Maps ticket categories to a primary team using an explicit routing table for consistent assignments.
  • Escalation and SLA handling: Immediately applies P1/P2 escalation rules, flags escalations for VIP customers, and sets response and resolution SLAs.
  • Workload-aware assignment: Considers agent availability and current workload to balance queues and avoid overloading responders.
  • Use Case: Re-route a misassigned billing ticket to Finance with a P1 escalation and notify the finance manager while setting a 1-hour follow-up SLA.

Quick Start

Route a classified ticket with category Billing/Payment and priority P1 to the appropriate team and escalate to the finance manager.

Frequently Asked Questions about ticket-routing

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

FAQPage Schema
How do I automatically route support tickets to the right team based on category?▼

Automated ticket routing maps ticket categories to an explicit routing table, assigning each ticket to the primary team responsible for that category for consistent, instant triage.

How does P1 and P2 incident escalation work for VIP customer support tickets?▼

P1 and P2 incident escalation applies priority rules immediately upon ticket classification, flagging VIP customer escalations and notifying managers while setting response and resolution SLAs.

What is the best way to balance agent workload during support ticket triage?▼

Workload-aware ticket assignment balances queues by evaluating agent availability and current workload before routing, preventing responder overload during high-volume support triage.

Can I set SLA response and resolution targets when re-routing a misassigned support ticket?▼

Yes, re-routing a misassigned ticket sets SLA response and resolution targets simultaneously, applying escalation rules and notifying the correct team manager during the routing process.

Do I need pre-classified tickets to use automated ticket routing?▼

Yes, automated ticket routing requires pre-classified tickets as input, using the ticket category to match against a routing table and apply P1/P2 escalation and SLA targets.

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