What problem does it solve?
Customer support teams spend time inconsistently categorizing, prioritizing, and routing incoming tickets, which leads to missed SLAs, duplicated work, and slow resolution. This Skill standardizes triage decisions so issues are assigned the correct category, priority, and owner quickly and consistently.
Core Features & Use Cases
- Category Taxonomy: Assign a primary category and optional secondary category using signal words (Bug, How-to, Feature request, Billing, Account, Integration, Security, Data, Performance).
- Priority Framework & Escalation: Determine P1–P4 priorities with SLA expectations and escalation triggers to ensure critical incidents receive immediate attention.
- Routing & Duplicate Detection: Recommend routing (Tier 1, Tier 2, Engineering, Product, Security, Billing), check for duplicates, and provide both internal notes and customer-facing initial responses.
- Use Case: For a customer reporting a production outage and data loss, classify as Bug/P1, route to Engineering and Security, flag for immediate escalation, and return an initial response and internal checklist.
Quick Start
Triage this ticket text and return the primary category, priority level, recommended routing, duplicate status, a short internal note, and a customer-facing initial response.
