ticket-routing
OfficialAssign tickets to the right team, instantly.
Authorbrainbrewlabs
Version1.0.0
Installs0
System Documentation
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.
Dependency Matrix
Required Modules
None requiredComponents
Standard package💻 Claude Code Installation
Recommended: Let Claude install automatically. Simply copy and paste the text below to Claude Code.
Please help me install this Skill: Name: ticket-routing Download link: https://github.com/brainbrewlabs/brainbrew-devkit/archive/main.zip#ticket-routing Please download this .zip file, extract it, and install it in the .claude/skills/ directory.
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