# Ticket Triage

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

- Skill: `tinyhumansai/ticket-triage` (Agent Skill)
- Install (CLI): `npx skillmds@latest add tinyhumansai/ticket-triage`
- Raw SKILL.md: https://api.skillmd.com/api/skills/tinyhumansai/ticket-triage/raw
- Safety review: pending (external: skill-scanner PASS, skillspector PASS)
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: Coding & Dev Tools
- Author: tinyhumansai (https://skillmd.com/u/tinyhumansai)
- Updated: 2026-09-22
- Page: https://skillmd.com/skills/tinyhumansai/ticket-triage

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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.