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cy-wali
cy-waliCOMMUNITY
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ticket-triage

Parse ticket descriptions and produce structured triage and routing guidance.

1|Updated Mar 19, 2026
Search Tags:#routing#prioritization#ticket#categorization#support#triage#customer
One-click install
npx skills add https://github.com/cy-wali/knowledge --skill ticket-triage-cy-wali
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: ticket-triage
Source: https://github.com/cy-wali/knowledge/tree/main/customer-support/skills/ticket-triage
Command: npx skills add https://github.com/cy-wali/knowledge --skill ticket-triage-cy-wali

SYSTEM DOCUMENTATION & REQUIREMENTS

What problem does it solve?

This skill helps support teams quickly categorize, prioritize, and route incoming tickets to the right queues, producing a consistent triage assessment and initial response guidance.

Core Features & Use Cases

  • Parse ticket descriptions and extract core problem, impact, urgency signals, and customer context.
  • Categorize tickets into primary/secondary categories (e.g., bug, how-to, feature request, billing, account, integration) and determine a priority (P1–P4).
  • Recommend routing to the appropriate team or queue, generate a concise triage output, and provide an initial response template.
  • Maintain internal notes and link to related tickets or known issues to streamline escalation.

Quick Start

Paste a ticket description to generate a structured triage report and routing guidance.

Frequently Asked Questions about ticket-triage

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

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

Automating ticket triage involves parsing the ticket description to extract the core problem and impact, then categorizing it into bug or feature request types to determine routing. This skill generates a structured assessment and routing guidance for new support tickets.

How do I categorize and prioritize customer support tickets effectively?▼

To categorize and prioritize customer support tickets, you parse the description and apply a taxonomy to assign primary categories like billing or integration, then determine priority levels from P1 to P4 based on extracted urgency signals.

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

The best way to route support tickets is by analyzing the extracted ticket details and assigned category to recommend the appropriate team queue. This process ensures tickets reach the correct destination alongside an initial response template.

Can I generate an initial customer response directly from a ticket description?▼

Yes, you can generate an initial customer response by pasting the ticket description. The skill extracts customer context and problem details to produce a concise triage output that includes a recommended initial response template.

Does this ticket triage process handle feature requests and billing inquiries?▼

Yes, the ticket triage process handles feature requests and billing inquiries by applying a taxonomy that covers bug, how-to, account, and integration categories. It categorizes the ticket and applies priority levels accordingly.

How do I link related tickets during the support triage process?▼

To link related tickets during the support triage process, the skill maintains internal notes and identifies connections to known issues. This streamlines escalation by providing context within the generated triage output.

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