# Ticket Triage

> Categorize, prioritize, and route support tickets based on severity and type

- Skill: `vamseeachanta/ticket-triage` (Agent Skill)
- Install (CLI): `npx skillmds@latest add vamseeachanta/ticket-triage`
- Raw SKILL.md: https://api.skillmd.com/api/skills/vamseeachanta/ticket-triage/raw
- Safety review: PASS (external: skill-scanner PASS, skillspector PASS)
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: Coding & Dev Tools
- Author: vamseeachanta (https://skillmd.com/u/vamseeachanta)
- Updated: 2026-09-17
- Page: https://skillmd.com/skills/vamseeachanta/ticket-triage

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# Ticket Triage Skill Summary

This document provides a comprehensive framework for support ticket management with the following key components:

## Core Functions
The skill enables categorization of support issues, priority assignment (P1-P4), and appropriate team routing based on issue severity and type.

## Nine-Category Taxonomy
Issues are classified as: Bug, How-to, Feature request, Billing, Account, Integration, Security, Data, or Performance. The framework emphasizes that the bug is primary when multiple issue types coexist, and suggests leaning toward Bug classification when uncertain.

## Priority Levels
- **P1 (Critical)**: Production down, data loss, security breach, affecting most users
- **P2 (High)**: Core workflow broken, multiple users impacted, no workaround available
- **P3 (Medium)**: Partial functionality loss with available workarounds, single user/small team affected
- **P4 (Low)**: Cosmetic issues, feature requests, general inquiries

SLA response times range from 1 hour (P1) to 2 business days (P4).

## Routing Strategy
Tickets route to appropriate teams: Tier 1 handles basic inquiries, Tier 2 manages complex investigations, Engineering addresses confirmed bugs, Product reviews feature requests, and specialized teams handle Security and Billing issues.

## Practical Guidance
The framework includes duplicate detection procedures, template responses by category, and escalation triggers, emphasizing that pattern recognition across multiple tickets warrants elevated priority consideration.