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GACLove
GACLoveCOMMUNITY
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ticket-triage

Classify, prioritize, and route incoming support tickets with P1-P4 and tier rules.

2|1|Updated Apr 3, 2026
Search Tags:#workflow#routing#prioritization#classification#support#sla#ticket-triage
One-click install
npx skills add https://github.com/GACLove/feishu-aily-skills --skill ticket-triage-gaclove
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: ticket-triage
Source: https://github.com/GACLove/feishu-aily-skills/tree/main/skills/ticket-triage
Command: npx skills add https://github.com/GACLove/feishu-aily-skills --skill ticket-triage-gaclove

SYSTEM DOCUMENTATION & REQUIREMENTS

What problem does it solve?

This Skill enables support teams to quickly classify incoming tickets, assign appropriate priority levels, and route issues to the correct team, reducing response times and improving consistency.

Core Features & Use Cases

  • Category and priority tagging: Automatically determine the primary category (Bug, How-to, Feature request, Billing, Account, Integration, Security, Data, Performance) and assign a P1-P4 priority based on urgency and impact.
  • Routing & escalation: Route tickets to Tier 1 or Tier 2 support, engineering, or product based on detected issues, with escalation rules for high-severity cases.
  • Duplication detection & knowledge reuse: Detect duplicates and link to known issues, surfacing relevant templates and responses to agents.
  • Templates & communication: Provide standardized initial responses and handoffs to maintain consistency.

Quick Start

Provide a new ticket description or body text to triage, prioritize, and route.

Frequently Asked Questions about ticket-triage

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

FAQPage Schema
How do I automate routing and prioritizing customer support tickets?▼

Automate support ticket triage by providing the ticket text to classify categories like Bug or Billing, assign P1-P4 priority, and route issues to Tier 1, Tier 2, engineering, or product teams.

What is the best way to detect duplicate support tickets during triage?▼

Detect duplicate support tickets during triage by matching incoming issues against known problems, linking related tickets, and surfacing relevant response templates to agents for consistent communication.

How does SLA-driven prioritization work for incoming support tickets?▼

SLA-driven prioritization evaluates ticket urgency and impact to assign a P1-P4 priority level, ensuring high-severity cases trigger immediate escalation rules for faster engineering or product intervention.

Can I classify feature requests and usage questions automatically?▼

Yes, automatically classify feature requests and usage questions using taxonomy-based categorization with signal words, applying primary tags across categories like How-to, Integration, and Performance for accurate routing.

When should I escalate a support ticket to engineering or product teams?▼

Escalate a support ticket to engineering or product teams when the triage process detects high-severity cases, assigning a P1 or P2 priority that triggers escalation rules for specialized intervention.

How do I generate standardized initial responses for customer support tickets?▼

Generate standardized initial responses by leveraging duplication detection and knowledge reuse, which surfaces relevant templates and communication handoffs to maintain consistency across support interactions.

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