Ticket Triage

Classify an incoming ticket by intent, severity, and route it to the right resolution.

tinyhumansai Updated

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Ticket Triage

Read a new ticket, understand what the customer actually needs, and route it so it gets resolved fast.

When to use

  • A new support ticket arrives.
  • A queue has backed up and needs sorting.

Steps

  1. Read the ticket and restate the customer's real problem.
  2. Classify the intent — question, bug, billing, or account.
  3. Rate severity by impact and how many are affected.
  4. Check the knowledge base for an existing answer.
  5. Route to self-resolve, escalate, bug, or refund.

Output

A triaged ticket: intent, severity, and a routing decision, following the [[Support playbook]]. Ready to resolve or escalate.

tinyhumansai/opencompany/tree/main/companies/customer_support/skills/ticket-triage commit 89daec10ec

Frequently asked questions

npx skillmds@latest add tinyhumansai/ticket-triage