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ticket-triage

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

Updated Aug 27, 2026
Search Tags:#routing#prioritization#customer service#categorization#support#triage#ticketing
One-click install
npx skills add https://github.com/fuww/knowledge-work-plugins --skill ticket-triage-fuww
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: ticket-triage
Source: https://github.com/fuww/knowledge-work-plugins/tree/main/customer-support/skills/ticket-triage
Command: npx skills add https://github.com/fuww/knowledge-work-plugins --skill ticket-triage-fuww

SYSTEM DOCUMENTATION & REQUIREMENTS

💡 This Skill includes references (resource) components.

What problem does it solve?

This Skill streamlines customer support by automatically categorizing incoming tickets, assigning a priority level, and recommending the appropriate team for resolution, ensuring faster and more efficient customer service.

Core Features & Use Cases

  • Categorization: Assigns primary and secondary categories (e.g., Job Posting, XML Feed, Advertising) based on issue descriptions and keywords.
  • Prioritization: Assigns a priority level (P1-P4) based on impact, urgency, and potential business disruption, adhering to defined SLAs.
  • Routing: Recommends routing to specific support tiers (Tier 1, Tier 2), Engineering, Product, or Commercial teams based on the ticket's nature.
  • Duplicate Detection: Checks for existing tickets to avoid redundant work and consolidate information.
  • Use Case: A customer reports that their job postings are not appearing on the FashionUnited platform. This Skill categorizes it as a "Job Posting" issue, assesses it as P2 (High) due to potential impact on client recruitment, and routes it to Tier 2 support for investigation.

Quick Start

Use the ticket-triage skill to categorize and prioritize a new customer support ticket with the subject "XML feed not updating for client X".

Frequently Asked Questions about ticket-triage

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

FAQPage Schema
How do I automate customer support ticket categorization and prioritization?▼

Automate customer support ticket categorization by analyzing ticket content for keywords to assign primary categories, assign priority levels (P1-P4) based on urgency, and route issues to appropriate teams for resolution.

How does ticket triage routing work for job posting and XML feed issues?▼

Ticket triage routing analyzes keywords related to job postings, XML feeds, and advertising to determine root cause, then recommends routing to specific support tiers, Engineering, Product, or Commercial teams based on ticket nature.

What is the best way to assign priority levels to customer support tickets?▼

Assign priority levels by assessing ticket impact, urgency, and potential business disruption to categorize issues from P1 to P4, ensuring adherence to defined SLAs for support resolution.

Can I detect duplicate support tickets to consolidate information?▼

Detect duplicate support tickets by checking for existing tickets during the triage process, avoiding redundant work and consolidating information for streamlined customer service resolution.

How do I route support tickets to Tier 1, Tier 2, or Engineering teams?▼

Route support tickets to Tier 1, Tier 2, Engineering, Product, or Commercial teams by analyzing ticket content and issue categories to recommend the appropriate team for resolution.

Does ticket triage provide auto-response templates for different issue categories?▼

Ticket triage provides auto-response templates tailored to different issue categories, categorizing incoming issues like job postings or account management and generating appropriate responses.

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