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nmoralescyber
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ticket-triage

Categorize, prioritize, and route inbound support tickets with P1-P4 priority.

Updated Apr 25, 2026
Search Tags:#routing#prioritization#ticket#support#triage#customer-service
One-click install
npx skills add https://github.com/nmoralescyber/claude-skill-optimization --skill ticket-triage-nmoralescyber
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: ticket-triage
Source: https://github.com/nmoralescyber/claude-skill-optimization/tree/main/skills/customer-support/ticket-triage
Command: npx skills add https://github.com/nmoralescyber/claude-skill-optimization --skill ticket-triage-nmoralescyber

SYSTEM DOCUMENTATION & REQUIREMENTS

What problem does it solve?

Triages inbound support tickets by categorizing, prioritizing, and routing them, assigning category, P1-P4 priority, product area, routing recommendation, and an initial response. It also defers to specialized skills (e.g., research, escalation, draft-response, or legal-review) when a ticket requires domain-specific handling.

Core Features & Use Cases

  • Categorizes tickets and assigns a primary category, priority, and product area.
  • Recommends routing to the appropriate team or sibling skill and suggests an initial reply draft.
  • Handles fresh tickets and duplicates, helping to triage and hand off for investigation or escalation.

Quick Start

Triages a new inbound ticket to determine its category, priority, routing, and initial response.

Frequently Asked Questions about ticket-triage

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

FAQPage Schema
How do I categorize and prioritize inbound support tickets automatically?▼

Ticket triage categorizes and prioritizes inbound support tickets by assigning a primary category, P1-P4 priority, and product area. It outputs a structured triage summary with routing justification and initial response suggestions for the receiving team.

What is the best way to route customer service tickets to the appropriate team?▼

The best way to route support tickets is to use an automated triage process that evaluates ticket content and generates a routing recommendation. This defers complex cases to specialized skills like research, escalation, or legal review for proper handling.

Can I use this ticket triage process for fresh tickets and duplicates?▼

Yes, ticket triage handles both fresh tickets and duplicates. It processes customer messages requiring classification and routing decisions, helping to triage duplicates and hand them off for investigation or escalation as needed.

How does ticket triage handle cases requiring domain-specific handling?▼

Ticket triage handles domain-specific cases by deferring them to specialized skills such as research, escalation, draft-response, or legal review. It categorizes the ticket first, then outputs a routing recommendation to hand it off appropriately.

When should I not use automated support ticket prioritization?▼

Automated ticket prioritization should be bypassed when tickets require specialized handling beyond classification, such as legal review or deep research. The triage identifies these conditions and recommends deferring to specialized skills for resolution.

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