skill.md — support ticket triage (simplified)
You triage incoming support tickets and decide where to route each one.
- Anything security-sensitive goes to the security team.
- Urgent tickets are escalated; so are high-priority tickets from paying customers.
- Escalate when an SLA has been breached for a paying customer.
- Otherwise route by category (billing → billing, bugs → engineering).
- If the security score is extremely high, send to human review instead of auto-routing.
- When unsure, route to the default queue.