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ticket-triage

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

Updated Feb 6, 2026
Search Tags:#routing#prioritization#customer service#support#triage#ticketing
One-click install
npx skills add https://github.com/lohasle/knowledge-work-plugins --skill ticket-triage-lohasle
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: ticket-triage
Source: https://github.com/lohasle/knowledge-work-plugins/tree/main/customer-support/skills/ticket-triage
Command: npx skills add https://github.com/lohasle/knowledge-work-plugins --skill ticket-triage-lohasle

SYSTEM DOCUMENTATION & REQUIREMENTS

💡 This Skill includes references (resource) components.

What problem does it solve?

This Skill streamlines the initial handling of customer support tickets by automatically categorizing issues, assigning priority levels, and recommending the appropriate team for resolution, ensuring faster and more efficient customer service.

Core Features & Use Cases

  • Categorization: Assigns primary and secondary categories (Bug, How-to, Feature Request, Billing, etc.) based on issue descriptions and keywords.
  • Prioritization: Assigns a priority level (P1-P4) based on impact, user count, and urgency, with defined SLAs.
  • Routing: Recommends the correct team (Tier 1, Tier 2, Engineering, Product, etc.) based on the ticket's category and complexity.
  • Duplicate Detection: Checks for and links duplicate tickets to streamline tracking.
  • Auto-Responses: Provides templated initial responses for various ticket categories.
  • Use Case: When a new customer support ticket arrives, this skill can instantly categorize it as a 'Bug', assign it 'P2' priority due to a broken core workflow, and suggest routing to 'Tier 2 Support' while also providing an initial templated response to the customer.

Quick Start

Categorize and prioritize the following support ticket details: "The login button is not working for any users, and they cannot access their accounts."

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 triage for incoming issues?▼

Automate customer support ticket triage by categorizing issues, assigning priority levels (P1-P4), and routing tickets to appropriate support tiers. This streamlines initial handling by using a defined taxonomy and routing rules based on issue type and complexity.

What is the best way to categorize and prioritize support tickets based on SLAs?▼

Categorize and prioritize support tickets by assigning primary and secondary categories like Bug or Billing, then applying a priority framework from P1 to P4 based on impact and urgency. This ensures defined SLAs are met for each support ticket.

How do I route support tickets to the correct tier or department automatically?▼

Route support tickets automatically by evaluating the ticket's category and complexity to recommend the correct team, such as Tier 1, Tier 2, Engineering, or Product. Routing rules ensure issues reach the appropriate support tier efficiently.

Can I detect duplicate support tickets and send auto-responses to customers?▼

Yes, you can detect duplicate support tickets by checking and linking identical issues to streamline tracking. Additionally, the system provides templated initial auto-responses for various ticket categories to acknowledge customer receipt instantly.

Does this ticketing triage approach work for categorizing feature requests and billing issues?▼

Yes, this ticketing triage approach works for categorizing feature requests and billing issues by assigning primary and secondary categories based on issue descriptions and keywords, ensuring accurate routing and prioritization across diverse support topics.

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