$ ~/registry/skill/anthropics-customer-support-skills-ticket-triage

SKILL

ticket-triage

Name: ticket-triage
Author: anthropics

Triage support tickets by priority, ownership, and duplicate or known issue checks.

Stars

★ 22,528

Source

GitHub

Updated

2026-07-11

// securityLow risk

Prompt only, no code
Open source
Community-trusted· 22.5k

Running security audit…

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// install

Copy the install command and let the AI configure it · recommended for beginners

Please install the "ticket-triage" skill from askskill:
1. Download https://raw.githubusercontent.com/anthropics/knowledge-work-plugins/main/customer-support/skills/ticket-triage/SKILL.md
2. Save it as ~/.claude/skills/ticket-triage/SKILL.md
3. Reload skills and tell me it's ready

// download

Download SKILL.mdInstall manifest ↗

// examples

New Ticket Priority Assessment

Prompt

Please triage this customer ticket: The user reports that since this morning they cannot log into the admin dashboard, affecting a 50-person support team. The error says “session expired,” and there have been 6 similar reports in the last 2 hours. Determine the issue category, P1-P4 priority, whether it may be a known incident, and which team should handle it.

Expected

A structured triage result including issue type, priority, impact scope, suspected known incident status, and recommended owning team.

Duplicate Ticket Detection

Prompt

Please check whether this new ticket is a duplicate of existing issues: The user says mobile payment failed with the message “payment authorization declined.” Existing records show 3 Android reports with the same error last night, already being handled by the payments team. Determine whether it is a duplicate, whether it should be merged, and how to reply to the customer.

Expected

Provide a duplicate assessment, merge recommendation, linked ticket rationale, and a short customer-ready reply.

Cross-Team Routing Recommendation

Prompt

Please triage this ticket and recommend the owning team: An enterprise customer reports that exported daily reports are missing the last 7 days of orders. The web view and API responses look normal; only CSV export is affected. Determine the priority, likely cause, which team should handle it, and explain your reasoning.

Expected

Output the priority, suspected faulty module, recommended owning team, and clear triage reasoning with next steps.

// docs

/ticket-triage

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.

Usage

/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 PDF

Workflow

1. Parse the Issue

Read the input and extract:

Core problem: What is the customer actually experiencing?
Symptoms: What specific behavior or error are they seeing?
Customer context: Who is this? Any account details, plan level, or history available?
Urgency signals: Are they blocked? Is this production? How many users affected?
Emotional state: Frustrated, confused, matter-of-fact, escalating?

2. Categorize and Prioritize

Using the category taxonomy and priority framework below:

Assign a primary category (bug, how-to, feature request, billing, account, integration, security, data, performance) and an optional secondary category
Assign a priority (P1–P4) based on impact and urgency
Identify the product area the issue maps to

3. Check for Duplicates and Known Issues

Before routing, check available sources:

~~support platform: Search for similar open or recently resolved tickets
~~knowledge base: Check for known issues or existing documentation
~~project tracker: Check if there's an existing bug report or feature request

Apply the duplicate detection process below.

4. Determine Routing

Using the routing rules below, recommend which team or queue should handle this based on category and complexity.

5. Generate Triage Output

## 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]

6. Offer Next Steps

After presenting the triage:

"Want me to draft a full response to the customer?"
"Should I search for more context on this issue?"
"Want me to check if this is a known bug in the tracker?"
"Should I escalate this? I can package it with /customer-escalation."

Category Taxonomy

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

…

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