Does the skill provide templates for customer communication?

Yes, it generates specific initial response templates for different categories to ensure professional and helpful communication from the first touchpoint.

How does the skill assign ticket priority?

The skill uses a P1-P4 framework that evaluates criteria such as system downtime, data loss, number of affected users, and existing workarounds.

Can this skill help with duplicate ticket management?

Yes, it includes protocols to search by symptom, customer, and product area to identify and link duplicate issues before they are routed.

What categories are supported for ticket classification?

Tickets are classified into categories including Bug, How-to, Feature Request, Billing, Account, Integration, Security, Data, and Performance.

Ticket Triage

Name: Ticket Triage
Author: anthropics

byanthropics

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8,000

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Productivity & Workflow

Categorizes, prioritizes, and routes customer support tickets to streamline help desk operations and improve response times.

The Ticket Triage skill empowers Claude to act as an expert support analyst, systematically processing incoming customer issues to ensure they are handled with the correct urgency. By leveraging a detailed taxonomy to distinguish between bugs, feature requests, and billing issues, the skill assigns priority levels from P1 to P4 based on business impact. It streamlines operations by recommending routing to specific teams like Engineering or Security, detecting duplicate reports, and providing context-aware response templates, making it an essential tool for maintaining high service standards and meeting SLA expectations.

Key Features

018,000 GitHub stars

02Intelligent routing logic for Tier 1/2, Engineering, Product, and Security teams

03Ready-to-use auto-response templates tailored to specific issue categories

04Duplicate detection to link related symptoms and prevent redundant investigations

05P1-P4 priority framework based on production impact and user reach

06Automated categorization across nine distinct domains including Bugs, Security, and Billing

Use Cases

01Standardizing incident severity levels across global support and engineering teams

02Reducing manual overhead by pre-routing technical issues directly to the appropriate developers

03Automating the initial assessment of high-volume support queues during product launches

What are Skills?·How to Install

Install with 🐟 Skill.Fish

npx skillfish add anthropics/knowledge-work-plugins ticket-triage

For use in Claude.ai and ChatGPT

Download Skill