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ilove323COMMUNITY
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ticket-triage

Classifies and prioritizes incoming customer tickets with P1-P4 assignments and routing recommendations.

1|Updated Mar 30, 2026
Search Tags:#routing#prioritization#ticket#support#triage#duplicate-detection#sla
One-click install
npx skills add https://github.com/ilove323/comlan-skills --skill ticket-triage-ilove323
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: ticket-triage
Source: https://github.com/ilove323/comlan-skills/tree/main/customer-support/skills/ticket-triage
Command: npx skills add https://github.com/ilove323/comlan-skills --skill ticket-triage-ilove323

SYSTEM DOCUMENTATION & REQUIREMENTS

What problem does it solve?

Reduce manual overhead and inconsistent handling of incoming support tickets by providing a rapid, structured triage that assigns category, priority, and routing recommendations while surfacing duplicates and key customer context.

Core Features & Use Cases

  • Structured Triage: Maps incoming messages to a primary category (Bug, Billing, Integration, etc.) with optional subcategory and product area.
  • Priority Assignment: Applies a P1–P4 framework with justification and SLA guidance.
  • Duplicate & Known-Issue Detection: Suggests links to similar tickets and known issues by checking support platform and knowledge base.
  • Routing Recommendations & Draft Responses: Recommends the appropriate team or queue and provides an initial reply template and internal notes for handoff.
  • Use Case: A customer reports a 403 SSO error — the Skill extracts symptoms, assigns Bug and P2, checks for duplicates, recommends routing to integrations, and drafts the first response.

Quick Start

Run /ticket-triage with the customer's message to receive a structured triage summary, priority, routing recommendation, and a suggested initial reply.

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 classification and priority assignment?▼

Automating support ticket classification and priority assignment involves mapping incoming messages to a primary category like Bug or Billing and applying a P1–P4 framework with SLA guidance. This structured triage extracts symptoms and customer context to produce consistent routing recommendations.

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

Detecting duplicate support tickets during triage requires checking the support platform and knowledge base for similar issues. This process surfaces links to known problems and identical tickets, reducing manual overhead and inconsistent handling of incoming customer support requests.

Can I draft initial customer replies while routing support tickets?▼

Yes, you can draft initial customer replies while routing support tickets. The triage process generates a suggested initial reply template and internal notes for handoff, providing a structured category, priority assignment, and routing recommendation alongside the response.

Does ticket triage work with SSO errors and integration issues?▼

Ticket triage works with SSO errors and integration issues by extracting symptoms, assigning the appropriate category and priority, checking for duplicates, and recommending routing to the integrations team. A 403 SSO error is classified as a Bug with P2 priority during this workflow.

How do I route support tickets to the correct team or queue?▼

Routing support tickets to the correct team or queue requires assessing impact and urgency, identifying the product area, and checking for known issues. The triage process produces a structured routing recommendation and internal notes to streamline the handoff to the appropriate queue.

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