What PSA platforms does this skill support?

The skill is vendor-agnostic and designed to work with all major PSA platforms including Autotask, ConnectWise, HaloPSA, and ServiceNow.

How does it determine ticket priority?

It uses a standardized matrix that calculates priority based on Impact (scope of the issue) and Urgency (time sensitivity of the business need).

Does this skill handle security escalations?

Yes, it includes specific 'Red Flag' indicators that trigger immediate escalation for security breaches, ransomware, and VIP requests.

Can it help reduce ticket noise?

Absolutely. The skill includes a dedicated step for duplicate detection to identify similar issues within the same company or time frame before routing.

MSP Ticket Triage

Name: MSP Ticket Triage
Author: wyre-technology

bywyre-technology

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Productivity & Workflow

Standardizes ticket assessment, prioritization, and routing for Managed Service Providers across various PSA platforms.

This skill provides a vendor-agnostic framework for Managed Service Providers (MSPs) to handle incoming support requests with precision. It guides the AI through a structured 6-step triage process—covering initial assessment, duplicate detection, impact/urgency mapping, and routing—to ensure that high-priority issues like security breaches are escalated immediately while maintaining consistent service levels for routine tasks. It is designed to work seamlessly with tools like ConnectWise, Autotask, and HaloPSA.

Key Features

012 GitHub stars

02Impact and urgency-based priority matrix for objective ticket grading

03Template-driven initial responses to improve customer satisfaction and SLA compliance

04Duplicate ticket detection and merging logic to reduce noise

05Standardized categorization for hardware, software, cloud, and security issues

06Red-flag detection for immediate escalation of breaches and outages

Use Cases

01Automating the initial assessment and routing of incoming service desk tickets

02Auditing existing tickets for priority accuracy and proper categorization

03Training new support staff on standardized triage and escalation protocols

What are Skills?·How to Install

Install with 🐟 Skill.Fish

npx skillfish add wyre-technology/msp-claude-plugins ticket-triage

For use in Claude.ai and ChatGPT

Download Skill