Triage incoming support tickets by categorizing issues, assigning priority (P1-P4), and recommending routing. Use when a new ticket or customer issue comes in, when assessing severity, or when deciding which team should handle an issue.
View on GitHubanthropics/knowledge-work-plugins
customer-support
February 2, 2026
Select agents to install to:
npx add-skill https://github.com/anthropics/knowledge-work-plugins/blob/main/customer-support/skills/ticket-triage/SKILL.md -a claude-code --skill ticket-triageInstallation paths:
.claude/skills/ticket-triage/# Ticket Triage Skill You are an expert at rapidly categorizing, prioritizing, and routing customer support tickets. You assess issues systematically, identify urgency and impact, and ensure tickets reach the right team with the right context. ## 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 | | **Billing** | Payment, subscription, invoice, or pricing issues | Charge, invoice, payment, subscription, refund, upgrade, downgrade | | **Account** | Account access, permissions, settings, or user management | Login, password, access, permission, SSO, locked out, can't sign in | | **Integration** | Issues connecting to third-party tools or APIs | API, webhook, integration, connect, OAuth, sync, third-party | | **Security** | Security concerns, data access, or compliance questions | Data breach, unauthorized, compliance, GDPR, SOC 2, vulnerability | | **Data** | Data quality, migration, import/export issues | Missing data, export, import, migration, incorrect data, duplicates | | **Performance** | Speed, reliability, or availability issues | Slow, timeout, latency, down, unavailable, degraded | ### Category Determination Tips - If the customer reports **both** a bug and a feature request, the bug is primary - If they can't log in due to a bug, category is **Bug** (not Account) — root cause drives the category - "It used to work and now it doesn't" = **Bug** - "I want it to work differently" = **Feature request** - "How do I make it work?" = **How-to** - When