ticket-triage

Name: ticket-triage
Author: anthropics

2.2kinstalls2.7kforks

How to install ticket-triage?

anthropics/knowledge-work-plugins/ticket-triage

$npx -y skills add anthropics/knowledge-work-plugins --skill ticket-triage

Installs into the current project.

Summary

Triage and prioritize a support ticket or customer issue. Use when a new ticket comes in and needs categorization, assigning P1-P4 priority, deciding which team should handle it, or checking whether it's a duplicate or known issue before routing.

Files · 1

View on GitHub

SKILL.md

1	# /ticket-triage
2
3	> If you see unfamiliar placeholders or need to check which tools are connected, see [CONNECTORS.md](../../CONNECTORS.md).
4
5	Categorize, prioritize, and route an incoming support ticket or customer issue. Produces a structured triage assessment with a suggested initial response.
6
7	## Usage
8
9	```
10	/ticket-triage <ticket text, customer message, or issue description>
11	```
12
13	Examples:
14	- `/ticket-triage Customer says their dashboard has been showing a blank page since this morning`
15	- `/ticket-triage "I was charged twice for my subscription this month"`
16	- `/ticket-triage User can't connect their SSO — getting a 403 error on the callback URL`
17	- `/ticket-triage Feature request: they want to export reports as PDF`
18
19	## Workflow
20
21	### 1. Parse the Issue
22
23	Read the input and extract:
24
25	- Core problem: What is the customer actually experiencing?
26	- Symptoms: What specific behavior or error are they seeing?
27	- Customer context: Who is this? Any account details, plan level, or history available?
28	- Urgency signals: Are they blocked? Is this production? How many users affected?
29	- Emotional state: Frustrated, confused, matter-of-fact, escalating?
30
31	### 2. Categorize and Prioritize
32
33	Using the category taxonomy and priority framework below:
34
35	- Assign a primary category (bug, how-to, feature request, billing, account, integration, security, data, performance) and an optional secondary category
36	- Assign a priority (P1–P4) based on impact and urgency
37	- Identify the product area the issue maps to
38
39	### 3. Check for Duplicates and Known Issues
40
41	Before routing, check available sources:
42
43	- ~~support platform: Search for similar open or recently resolved tickets
44	- ~~knowledge base: Check for known issues or existing documentation
45	- ~~project tracker: Check if there's an existing bug report or feature request
46
47	Apply the duplicate detection process below.
48
49	### 4. Determine Routing
50
51	Using the routing rules below, recommend which team or queue should handle this based on category and complexity.
52
53	### 5. Generate Triage Output
54
55	```
56	## Triage: [One-line issue summary]
57
58	Category: [Primary] / [Secondary if applicable]
59	Priority: [P1-P4] — [Brief justification]
60	Product area: [Area/team]
61
62	### Issue Summary
63	[2-3 sentence summary of what the customer is experiencing]
64
65	### Key Details
66	- Customer: [Name/account if known]
67	- Impact: [Who and what is affected]
68	- Workaround: [Available / Not available / Unknown]
69	- Related tickets: [Links to similar issues if found]
70	- Known issue: [Yes — link / No / Checking]
71
72	### Routing Recommendation
73	Route to: [Team or queue]
74	Why: [Brief reasoning]
75
76	### Suggested Initial Response
77	[Draft first response to the customer — acknowledge the issue,
78	set expectations, provide workaround if available.
79	Use the auto-response templates below as a starting point.]
80
81	### Internal Notes
82	- [Any additional context for the agent picking this up]
83	- [Reproduction hints if it's a bug]
84	- [Escalation triggers to watch for]
85	```
86
87	### 6. Offer Next Steps
88
89	After presenting the triage:
90	- "Want me to draft a full response to the customer?"
91	- "Should I search for more context on this issue?"
92	- "Want me to check if this is a known bug in the tracker?"
93	- "Should I escalate this? I can package it with /customer-escalation."
94
95	---
96
97	## Category Taxonomy
98
99	Assign every ticket a primary category and optionally a secondary category:
100
101	\| Category \| Description \| Signal Words \|
102	\|----------\|-------------\|-------------\|
103	\| Bug \| Product is behaving incorrectly or unexpectedly \| Error, broken, crash, not working, unexpected, wrong, failing \|
104	\| How-to \| Customer needs guidance on using the product \| How do I, can I, where is, setting up, configure, help with \|
105	\| Feature request \| Customer wants a capability that doesn't exist \| Would be great if, wish I could, any plans to, requesting \|
106	\| Billing \| Payment, subscription, invoice, or pricing issues \| Charge, invoice, payment, subscription, refund, upgrade, downgrade \|
107	\| Account \| Account access, permissions, settings, or user management \| Login, password, access, permission, SSO, locked out, can't sign in \|
108	\| Integration \| Issues connecting to third-party tools or APIs \| API, webhook, integration, connect, OAuth, sync, third-party \|
109	\| Security \| Security concerns, data access, or compliance questions \| Data breach, unauthorized, compliance, GDPR, SOC 2, vulnerability \|
110	\| Data \| Data quality, migration, import/export issues \| Missing data, export, import, migration, incorrect data, duplicates \|
111	\| Performance \| Speed, reliability, or availability issues \| Slow

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6 picks

Type

ticket-triage

2.2kinstalls2.7kforks

View on GitHub

How to install ticket-triage?

anthropics/knowledge-work-plugins/ticket-triage

$npx -y skills add anthropics/knowledge-work-plugins --skill ticket-triage

Installs into the current project.

Summary

Files · 1

View on GitHub

SKILL.md

1	# /ticket-triage
2
3	> If you see unfamiliar placeholders or need to check which tools are connected, see [CONNECTORS.md](../../CONNECTORS.md).
4
5	Categorize, prioritize, and route an incoming support ticket or customer issue. Produces a structured triage assessment with a suggested initial response.
6
7	## Usage
8
9	```
10	/ticket-triage <ticket text, customer message, or issue description>
11	```
12
13	Examples:
14	- `/ticket-triage Customer says their dashboard has been showing a blank page since this morning`
15	- `/ticket-triage "I was charged twice for my subscription this month"`
16	- `/ticket-triage User can't connect their SSO — getting a 403 error on the callback URL`
17	- `/ticket-triage Feature request: they want to export reports as PDF`
18
19	## Workflow
20
21	### 1. Parse the Issue
22
23	Read the input and extract:
24
25	- Core problem: What is the customer actually experiencing?
26	- Symptoms: What specific behavior or error are they seeing?
27	- Customer context: Who is this? Any account details, plan level, or history available?
28	- Urgency signals: Are they blocked? Is this production? How many users affected?
29	- Emotional state: Frustrated, confused, matter-of-fact, escalating?
30
31	### 2. Categorize and Prioritize
32
33	Using the category taxonomy and priority framework below:
34
35	- Assign a primary category (bug, how-to, feature request, billing, account, integration, security, data, performance) and an optional secondary category
36	- Assign a priority (P1–P4) based on impact and urgency
37	- Identify the product area the issue maps to
38
39	### 3. Check for Duplicates and Known Issues
40
41	Before routing, check available sources:
42
43	- ~~support platform: Search for similar open or recently resolved tickets
44	- ~~knowledge base: Check for known issues or existing documentation
45	- ~~project tracker: Check if there's an existing bug report or feature request
46
47	Apply the duplicate detection process below.
48
49	### 4. Determine Routing
50
51	Using the routing rules below, recommend which team or queue should handle this based on category and complexity.
52
53	### 5. Generate Triage Output
54
55	```
56	## Triage: [One-line issue summary]
57
58	Category: [Primary] / [Secondary if applicable]
59	Priority: [P1-P4] — [Brief justification]
60	Product area: [Area/team]
61
62	### Issue Summary
63	[2-3 sentence summary of what the customer is experiencing]
64
65	### Key Details
66	- Customer: [Name/account if known]
67	- Impact: [Who and what is affected]
68	- Workaround: [Available / Not available / Unknown]
69	- Related tickets: [Links to similar issues if found]
70	- Known issue: [Yes — link / No / Checking]
71
72	### Routing Recommendation
73	Route to: [Team or queue]
74	Why: [Brief reasoning]
75
76	### Suggested Initial Response
77	[Draft first response to the customer — acknowledge the issue,
78	set expectations, provide workaround if available.
79	Use the auto-response templates below as a starting point.]
80
81	### Internal Notes
82	- [Any additional context for the agent picking this up]
83	- [Reproduction hints if it's a bug]
84	- [Escalation triggers to watch for]
85	```
86
87	### 6. Offer Next Steps
88
89	After presenting the triage:
90	- "Want me to draft a full response to the customer?"
91	- "Should I search for more context on this issue?"
92	- "Want me to check if this is a known bug in the tracker?"
93	- "Should I escalate this? I can package it with /customer-escalation."
94
95	---
96
97	## Category Taxonomy
98
99	Assign every ticket a primary category and optionally a secondary category:
100
101	\| Category \| Description \| Signal Words \|
102	\|----------\|-------------\|-------------\|
103	\| Bug \| Product is behaving incorrectly or unexpectedly \| Error, broken, crash, not working, unexpected, wrong, failing \|
104	\| How-to \| Customer needs guidance on using the product \| How do I, can I, where is, setting up, configure, help with \|
105	\| Feature request \| Customer wants a capability that doesn't exist \| Would be great if, wish I could, any plans to, requesting \|
106	\| Billing \| Payment, subscription, invoice, or pricing issues \| Charge, invoice, payment, subscription, refund, upgrade, downgrade \|
107	\| Account \| Account access, permissions, settings, or user management \| Login, password, access, permission, SSO, locked out, can't sign in \|
108	\| Integration \| Issues connecting to third-party tools or APIs \| API, webhook, integration, connect, OAuth, sync, third-party \|
109	\| Security \| Security concerns, data access, or compliance questions \| Data breach, unauthorized, compliance, GDPR, SOC 2, vulnerability \|
110	\| Data \| Data quality, migration, import/export issues \| Missing data, export, import, migration, incorrect data, duplicates \|
111	\| Performance \| Speed, reliability, or availability issues \| Slow

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Type