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帮助团队快速分诊客服工单，判定优先级、归属团队与是否重复问题。
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请帮我安装 askskill 上的 "ticket-triage" 技能： 1. 下载 https://raw.githubusercontent.com/anthropics/knowledge-work-plugins/main/customer-support/skills/ticket-triage/SKILL.md 2. 保存为 ~/.claude/skills/ticket-triage/SKILL.md 3. 装好后重载技能，告诉我可以用了
请分诊这条客户工单：用户反馈今天上午开始无法登录后台，影响其 50 人客服团队正常工作，报错为“session expired”，过去 2 小时内已有 6 个相似反馈。请判断问题类别、P1-P4 优先级、是否可能为已知故障，并给出处理团队建议。
返回结构化分诊结果，包括问题类型、优先级、影响范围、是否疑似已知故障及建议转派团队。
请检查这条新工单是否与已有问题重复：用户称移动端支付失败，提示“payment authorization declined”。参考已有记录：昨晚有 3 条安卓端相同报错，已由支付团队处理中。请判断是否重复、是否应合并，以及如何回复客户。
给出重复性判断、合并建议、关联工单说明，以及可直接发送给客户的简短回复。
请为这条工单做分诊并建议归属团队：企业客户反馈导出的日报数据缺失过去 7 天订单，网页展示正常，API 返回也正常，仅 CSV 导出有问题。请判断优先级、可能原因、需要哪个团队处理，并说明判断依据。
输出优先级、疑似故障模块、建议负责团队，以及清晰的分诊依据和下一步动作。
If you see unfamiliar placeholders or need to check which tools are connected, see CONNECTORS.md.
Categorize, prioritize, and route an incoming support ticket or customer issue. Produces a structured triage assessment with a suggested initial response.
/ticket-triage <ticket text, customer message, or issue description>
Examples:
/ticket-triage Customer says their dashboard has been showing a blank page since this morning/ticket-triage "I was charged twice for my subscription this month"/ticket-triage User can't connect their SSO — getting a 403 error on the callback URL/ticket-triage Feature request: they want to export reports as PDFRead the input and extract:
Using the category taxonomy and priority framework below:
Before routing, check available sources:
Apply the duplicate detection process below.
Using the routing rules below, recommend which team or queue should handle this based on category and complexity.
## Triage: [One-line issue summary]
**Category:** [Primary] / [Secondary if applicable]
**Priority:** [P1-P4] — [Brief justification]
**Product area:** [Area/team]
### Issue Summary
[2-3 sentence summary of what the customer is experiencing]
### Key Details
- **Customer:** [Name/account if known]
- **Impact:** [Who and what is affected]
- **Workaround:** [Available / Not available / Unknown]
- **Related tickets:** [Links to similar issues if found]
- **Known issue:** [Yes — link / No / Checking]
### Routing Recommendation
**Route to:** [Team or queue]
**Why:** [Brief reasoning]
### Suggested Initial Response
[Draft first response to the customer — acknowledge the issue,
set expectations, provide workaround if available.
Use the auto-response templates below as a starting point.]
### Internal Notes
- [Any additional context for the agent picking this up]
- [Reproduction hints if it's a bug]
- [Escalation triggers to watch for]
After presenting the triage:
Assign every ticket a primary category and optionally a secondary category:
| Category | Description | Signal Words |
|---|---|---|
| Bug | Product is behaving incorrectly or unexpectedly | Error, broken, crash, not working, unexpected, wrong, failing |
| How-to | Customer needs guidance on using the product | How do I, can I, where is, setting up, configure, help with |
| Feature request | Customer wants a capability that doesn't exist | Would be great if, wish I could, any plans to, requesting |
…
围绕客户问题进行多来源调研与溯源，快速整理背景并支持准确回复。
用标签驱动的问题分诊流程，规范状态流转并生成可追溯分诊记录。