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adrianliechti
adrianliechtiCOMMUNITY
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ticket-triage

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

4|4|Updated Dec 15, 2024
Search Tags:#routing#duplication#ticket#priority#support#triage#knowledge-base
One-click install
npx skills add https://github.com/adrianliechti/wingman-chat --skill ticket-triage-adrianliechti
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: ticket-triage
Source: https://github.com/adrianliechti/wingman-chat/tree/main/skills/customer-support/ticket-triage
Command: npx skills add https://github.com/adrianliechti/wingman-chat --skill ticket-triage-adrianliechti

SYSTEM DOCUMENTATION & REQUIREMENTS

What problem does it solve?

This skill helps support teams quickly assess and route incoming issues by determining priority, category, and the appropriate team.

Core Features & Use Cases

  • Categorize tickets by primary category (e.g., bug, how-to, feature request, billing, account, integration, security, data, performance).
  • Assign a priority (P1–P4) based on impact and urgency and map to the correct product area.
  • Provide routing recommendations and a structured triage output for handoff to Tier 1/2 or engineering.

Quick Start

Provide a triage assessment for a new support ticket by analyzing the issue description.

Frequently Asked Questions about ticket-triage

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

FAQPage Schema
How do I triage incoming support tickets for accurate routing?▼

Support ticket triage assesses new tickets by checking for duplicates, categorizing the issue, assigning priority, and recommending the correct team for escalation or handoff.

What categories can I assign when triaging a support ticket?▼

When triaging a support ticket, you can assign categories including Bug, How-to, Feature Request, Billing, Account, Integration, Security, Data, and Performance based on the issue description.

How does priority assignment work for support tickets?▼

Priority assignment for support tickets works by evaluating the impact and urgency of the issue to assign a level from P1 to P4, which then maps to the correct product area for routing.

Can I check for duplicate tickets during the triage process?▼

Yes, duplicate checks are included in the triage process, allowing you to identify existing tickets before categorizing the issue and providing routing recommendations.

What is the best way to route support tickets to Tier 1, Tier 2, or engineering?▼

The best way to route support tickets is to use a structured triage output that provides routing recommendations based on category and priority, guiding handoff to Tier 1, Tier 2, or engineering.

Does ticket triage work without connecting to an external knowledge base?▼

Ticket triage works by analyzing the provided issue description to generate a structured assessment and routing suggestion without requiring external dependencies or a connected knowledge base.

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