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chelleboyer
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ticket-triage

Categorize support tickets, assign P1-P4 priorities, and route to teams.

Updated Jan 11, 2026
Search Tags:#routing#prioritization#ticket#support#triage#workflows
One-click install
npx skills add https://github.com/chelleboyer/reachy_mini_retail_assistant --skill ticket-triage-chelleboyer
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: ticket-triage
Source: https://github.com/chelleboyer/reachy_mini_retail_assistant/tree/main/skills/customer-support/skills/ticket-triage
Command: npx skills add https://github.com/chelleboyer/reachy_mini_retail_assistant --skill ticket-triage-chelleboyer

SYSTEM DOCUMENTATION & REQUIREMENTS

What problem does it solve?

Triage incoming support tickets by quickly categorizing issues, assigning an appropriate priority (P1-P4), and routing them to the right team with context to reduce handling time and improve resolution quality.

Core Features & Use Cases

  • Ticket categorization: Determine the primary and optional secondary category from a defined taxonomy (Bug, How-to, Feature request, Billing, Account, Integration, Security, Data, Performance).
  • Priority assignment & routing: Automatically assign a priority level and route to Tier 1/2, Engineering, Product, Security, or Billing as appropriate.
  • Duplicate detection & auto-responses: Detect duplicates and provide template responses to speed initial outreach. Use known issues for faster triage.
  • Use Case: When a new ticket arrives, triage determines urgency, assigns the right owner, and suggests next steps.

Quick Start

Triage a new ticket by categorizing its primary issue, assigning a priority, and routing it to the right team.

Frequently Asked Questions about ticket-triage

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

FAQPage Schema
How do I automate support ticket triage for incoming customer issues?▼

Automate support ticket triage by categorizing incoming issues using a defined taxonomy, assigning priority levels from P1 to P4, and routing tickets to the appropriate team to reduce handling time.

How does ticket prioritization work for incident severity assessment?▼

Ticket prioritization assesses incident severity to assign priority levels ranging from P1 for critical issues to P4 for minor concerns, ensuring urgent incidents receive immediate routing and context.

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

The best way to route support tickets is by applying a category taxonomy that directs issues to Tier 1 or Tier 2 support, Engineering, Product, Security, or Billing teams based on ticket categorization.

Can I detect duplicate support tickets during the triage process?▼

Yes, you can detect duplicate support tickets during triage by identifying matching issues within the intake workflow and applying auto-response templates to speed up initial customer outreach.

What categories should I use when triaging customer support tickets?▼

When triaging customer support tickets, use a taxonomy covering Bug, How-to, Feature request, Billing, Account, Integration, Security, Data, and Performance to assign primary and optional secondary categories.

Does ticket triage support workflows for new-ticket intake and known issues?▼

Yes, ticket triage supports workflows for new-ticket intake and severity assessment across incidents, leveraging known issues to provide template responses and guide faster routing decisions.

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