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ticket-routing-playbook

Assigns owning teams and priority levels to inbound support tickets.

5.0k|376|Updated Jul 23, 2024
Search Tags:#customer support#helpdesk#ticket triage#priority classification#team assignment#support routing
One-click install
npx skills add https://github.com/Kiln-AI/Kiln --skill ticket-routing-playbook
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: ticket-routing-playbook
Source: https://github.com/Kiln-AI/Kiln/tree/main/.agents/playwright_project/skills/255490964102%20-%20ticket-routing-playbook
Command: npx skills add https://github.com/Kiln-AI/Kiln --skill ticket-routing-playbook

SYSTEM DOCUMENTATION & REQUIREMENTS

What problem does it solve?

Support triage is inconsistent when team members guess which team owns a ticket or inflate priority based on customer tier. This Skill provides a deterministic playbook for routing inbound tickets to the right team and setting the correct priority.

Core Features & Use Cases

  • Team Routing Rules: Maps ticket content to one of four teams (billing, technical_support, account_management, product_feedback) with explicit guidance for tickets spanning two teams.
  • Priority Matrix: Defines urgent, high, medium, and low priority based on customer impact, explicitly decoupled from plan tier.
  • Handoff Summaries: Produces one-to-two sentence summaries written for the person picking up the ticket, naming what broke and what was already tried.
  • Use Case: A customer reports a failed payment caused by an expired card. The Skill routes it to billing (not technical_support), sets priority based on whether money is moving incorrectly, and drafts the internal summary.

Quick Start

Triage this inbound support ticket and tell me the owning team, priority, and a handoff summary.

Frequently Asked Questions about ticket-routing-playbook

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

FAQPage Schema
How do I decide which team owns a support ticket?▼

Match the ticket content to one of four teams: billing for payments and invoices, technical_support for errors and outages, account_management for ownership and SSO changes, and product_feedback for feature requests. Route to the team that can close it without a handoff.

How should I set priority for a support ticket?▼

Set priority based on customer impact: urgent when the customer cannot work or money is moving incorrectly, high when a core workflow is broken with a workaround, medium for inconvenient issues, and low for questions. Plan tier never sets priority on its own.

What happens when a ticket spans two teams?▼

Route the ticket to the team that can close it without a handoff. For example, a failed payment caused by an expired card goes to billing, not technical_support, even if the customer describes it as an error.

Does an enterprise customer automatically get high priority?▼

No. Plan tier never sets priority on its own. An enterprise customer asking a how-to question is low priority, while a free-tier customer with exposed data is urgent.

How do I write a good ticket handoff summary?▼

Write the summary for the person picking up the ticket, not the customer. Use one or two sentences naming what broke and what the customer already tried.

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