skills.rest
MuhammadUA
MuhammadUACOMMUNITY
Explore all skills by this author →
GitHub

ticket-triage

Categorize, prioritize, and route customer support tickets with duplicate detection.

Updated Jun 19, 2026
Search Tags:#customer-support#duplicate-detection#ticket-triage#ticket-categorization#ticket-prioritization#support-routing
One-click install
npx skills add https://github.com/MuhammadUA/Axe --skill ticket-triage-muhammadua
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: ticket-triage
Source: https://github.com/MuhammadUA/Axe/tree/main/.kortix/opencode/skills/GENERAL-KNOWLEDGE-WORKER/ticket-triage
Command: npx skills add https://github.com/MuhammadUA/Axe --skill ticket-triage-muhammadua

SYSTEM DOCUMENTATION & REQUIREMENTS

What problem does it solve?

Unstructured, inconsistent customer support ticket triage leads to missed SLAs, delayed resolutions, and frustrated customers, while duplicate tickets waste valuable support agent time on redundant investigation.

Core Features & Use Cases

  • Systematic Categorization & Prioritization: Uses a defined taxonomy to assign primary/secondary categories and P1-P4 priority levels based on root cause, urgency, and impact, with clear escalation triggers for priority bumps.
  • Smart Routing & Duplicate Detection: Routes tickets to the correct support tier, engineering, product, security, or billing teams, and checks for duplicates by symptom, customer, and product area to avoid redundant work.
  • Use Case: A SaaS support team handling 200+ weekly tickets can use this skill to ensure urgent production bugs are escalated to engineering within 1 hour, billing questions go to the finance team, and recurring issue patterns are flagged for product review even if individual tickets are low priority.

Quick Start

Use the ticket-triage skill to categorize, prioritize, and route the attached customer support ticket about a payment processing error affecting multiple enterprise users.

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 applying a defined taxonomy to assign primary and secondary categories, and use urgency and impact to set P1-P4 priority levels. This systematic approach eliminates inconsistent triage and prevents missed SLA commitments.

What is the best way to route support tickets to specialized teams like engineering or billing?▼

The best way to route support tickets is to use cross-team routing rules that direct tickets to the correct support tier, engineering, product, security, or billing teams based on root-cause classification. This ensures specialized issues reach the proper responders quickly.

How does duplicate ticket detection work to reduce redundant investigation effort?▼

Duplicate ticket detection works by checking incoming support tickets against existing ones by symptom, customer, and product area. Identifying matching issues prevents support agents from wasting time on redundant investigations for the same underlying problem.

Can I use this for ticket triage on a SaaS support team handling 200+ weekly tickets?▼

Yes, you can use this for ticket triage on a SaaS support team handling 200+ weekly tickets. It ensures urgent production bugs are escalated to engineering within 1 hour and billing questions are routed to finance, managing high-volume workflows effectively.

When do I need to flag recurring issue patterns for product review during ticket triage?▼

You need to flag recurring issue patterns for product review during ticket triage when multiple tickets indicate a persistent underlying problem, even if individual tickets are low priority. Escalating these patterns prevents widespread issues from being ignored.

Related Skills

Explore More Content & Communication Skills→
thompson0012thompson0012
28

cx-ticket-triage

Categorize support tickets by problem area, priority, duplicates, and routing.

Community
Intermediate
mr-kellymr-kelly
4

kelly-tickets

Centralize complaint intake and automate ticket triage with approval-based crew dispatch.

Community
Advanced
claude-office-skillsclaude-office-skills
368

Zendesk Automation

Automate Zendesk ticket creation, routing, and response generation workflows.

Official
Advanced
chicanoandres702chicanoandres702

customer-support

Automate customer support workflows from intent recognition to ticket routing.

Community
Advanced