skills.rest
8GG-Git
8GG-GitCOMMUNITY
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GitHub

ticket-triage

Categorize support tickets, assign P1-P4 priorities, and recommend routing teams.

Updated Mar 5, 2026
Search Tags:#routing#prioritization#customer service#support#triage#issue resolution#ticketing
One-click install
npx skills add https://github.com/8GG-Git/knowledge-work-plugins --skill ticket-triage-8gg-git
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: ticket-triage
Source: https://github.com/8GG-Git/knowledge-work-plugins/tree/main/customer-support/skills/ticket-triage
Command: npx skills add https://github.com/8GG-Git/knowledge-work-plugins --skill ticket-triage-8gg-git

SYSTEM DOCUMENTATION & REQUIREMENTS

What problem does it solve?

This Skill streamlines the initial handling of customer support tickets by automatically categorizing issues, assigning priority levels, and recommending the appropriate team for resolution, ensuring faster and more efficient customer support.

Core Features & Use Cases

  • Automated Categorization: Assigns primary and secondary categories (e.g., Bug, How-to, Feature Request, Billing) based on issue descriptions and signal words.
  • Priority Assignment: Utilizes a P1-P4 framework based on impact and urgency, with clear criteria for each level.
  • Intelligent Routing: Recommends routing to specific teams (Tier 1, Tier 2, Engineering, Product, Security, Billing/Finance) based on ticket category and complexity.
  • Duplicate Detection: Includes a process to identify and link duplicate tickets to prevent redundant work.
  • Use Case: When a new customer support ticket arrives detailing a login issue with a "cannot sign in" message, the skill categorizes it as "Bug" (due to root cause), assigns a P2 priority due to a core workflow being blocked, and routes it to Tier 2 support for investigation.

Quick Start

Use the ticket-triage skill to categorize and prioritize the following customer issue: "I'm unable to access my account, the login button is not responding and I'm getting an error message."

Frequently Asked Questions about ticket-triage

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

FAQPage Schema
How do I automate categorizing and prioritizing customer support tickets?▼

Automating support ticket triage involves analyzing ticket descriptions for signal words to assign categories like Bug or Billing, and applying a P1-P4 priority framework based on impact and urgency to route issues to appropriate teams.

How does ticket routing based on priority levels work?▼

Ticket routing works by assigning P1-P4 priority levels using impact and urgency criteria, then recommending specific teams like Tier 1, Tier 2, Engineering, or Security to handle the categorized issue for efficient resolution.

Can I use automated triage to detect duplicate support tickets?▼

Yes, automated triage incorporates duplicate detection logic to identify and link identical incoming support tickets, preventing redundant work across support teams.

What is the best way to route feature requests and billing issues in a ticketing system?▼

The best way to route feature requests and billing issues is to categorize them based on signal words in the description, then recommend routing to specialized teams like Product for feature requests and Billing/Finance for account issues.

Does automated issue resolution provide auto-response templates for specific categories?▼

Yes, automated issue resolution provides auto-response templates specifically tailored to recognized ticket categories such as How-to, Integration, or Performance to streamline initial customer communication.

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