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ticket-triage

Categorize, prioritize, and route support tickets with duplicate detection.

23.4k|2.8k|Updated Jan 23, 2026
Search Tags:#routing#prioritization#categorization#triage#support ticket#customer issue
One-click install
npx skills add https://github.com/anthropics/knowledge-work-plugins --skill ticket-triage-anthropics
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: ticket-triage
Source: https://github.com/anthropics/knowledge-work-plugins/tree/main/customer-support/skills/ticket-triage
Command: npx skills add https://github.com/anthropics/knowledge-work-plugins --skill ticket-triage-anthropics

SYSTEM DOCUMENTATION & REQUIREMENTS

💡 This Skill includes references (resource) components.

What problem does it solve?

This Skill streamlines the initial handling of customer support tickets by automatically categorizing, prioritizing, and recommending routing for incoming issues, reducing response times and ensuring efficient issue resolution.

Core Features & Use Cases

  • Automated Triage: Analyzes incoming ticket descriptions to identify the core problem, symptoms, and urgency.
  • Categorization & Prioritization: Assigns a category (bug, how-to, feature request, etc.) and a priority level (P1-P4) based on defined frameworks.
  • Duplicate Detection: Checks for existing similar tickets or known issues before routing.
  • Routing Recommendations: Suggests the appropriate team or queue for the ticket.
  • Use Case: When a new customer reports a "blank page" error on their dashboard, this Skill will categorize it as a "Bug," assign it a "P2" priority, check for similar issues, and recommend routing to "Tier 2 support."

Quick Start

Use the ticket-triage skill to categorize and prioritize the following issue: User cannot log in and receives a 403 error.

Frequently Asked Questions about ticket-triage

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

FAQPage Schema
How do I automatically categorize and prioritize customer support tickets?▼

To automatically categorize and prioritize customer support tickets, you can use a triage skill that analyzes problem descriptions to identify core issues, urgency signals, and emotional context, then assigns a category and priority level from P1 to P4.

What is the best way to route support tickets to the appropriate team queue?▼

The best way to route support tickets is by analyzing the issue description and customer context to recommend a specific routing destination, ensuring the ticket reaches the correct support queue or team for efficient resolution.

How does duplicate detection work for incoming customer issues?▼

Duplicate detection for incoming customer issues works by checking the new ticket's problem description against existing similar tickets and knowledge bases before routing, preventing redundant work and consolidating related reports.

Can I assign priority levels P1 through P4 based on ticket urgency signals?▼

Yes, you can assign priority levels P1 through P4 by having the system evaluate defined urgency signals, customer context, and emotional state within the support ticket description to determine the correct priority framework rating.

Does automated ticket triage draft an initial response for the customer?▼

Yes, automated ticket triage drafts an initial response while categorizing the issue and recommending a routing destination, streamlining the initial handling process and reducing overall response times.

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