Agent skill · operations · anthropics
ticket-triage
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.
Why this skill is useful
Provides a structured triage workflow and categorization system that the AI wouldn't generate on its own.
What it needs
About 7k tokens when loaded. Last updated 2026-08-07. 23,345 stars on the source repository.
What this skill does
/ticket-triage If you see unfamiliar placeholders or need to check which tools are connected, see CONNECTORS.md. Categorize, prioritize, and route an incoming support ticket or customer issue. Produces a structured triage assessment with a suggested initial response. Usage Examples: /ticket-triage Customer says their dashboard has been showing a blank page since this morning /ticket-triage "I was charged twice for my subscription this month" /ticket-triage User can't connect their SSO — getting a 403 error on the callback URL /ticket-triage Feature request: they want to export reports as PDF Workflow 1. Parse the Issue Read the input and extract: Core problem: What is the customer actually experiencing? Symptoms: What specific behavior or error are they seeing? Customer context: Who is this? Any account details, plan level, or history available? Urgency signals: Are they blocked? Is this production? How many users affected? Emotional state: Frustrated, confused, matter-of-fact, escalating? 2. Categorize and Prioritize Using the category taxonomy and priority framework below: Assign a primary category (bug, how-to, feature request, billing, account, integration, security, data, performance) and an optional secondary category Assign a priority (P1–P4) based on impact and urgency Identify the product area the issue maps to 3. Check for Duplicates and Known Issues Before routing, check available sources: ~~support platform: Search for similar open or recently resolved tickets ~~knowledge base: Check for known issues or existing documentation ~~project tracker: Check if there's an existing bug report or feature request Apply the duplicate detection process below. 4. Determine Routing Using the routing rules below, recommend which team or queue should handle this based on category and complexity. 5. Generate Triage Output 6. …
How to use it
Reference it in AdaL, Claude Code, Cursor or any coding agent — nothing to install:
@skills anthropics/ticket-triage