Ticket triage router

Classifies incoming support tickets by type and severity, sets priority, and routes to the right queue or owner — attaching a stated reason code and cited precedent for every decision. Use when the user mentions ticket triage, routing, queue management, "tickets are piling up," or wants incoming support volume handled automatically.

Triage is the highest-leverage boring job in the company. Every misroute adds a day; every day compounds into the CSAT number someone explains at the QBR. Computer has seen every ticket you've ever resolved — this skill uses that memory to put each new one in the right hands with a reason attached, so speed never has to be argued on faith.

When to run

Continuous on new-ticket arrival (recommended), or batch: "clear the unassigned queue"

Computer scopes

Support: incoming tickets, queues, historical resolved tickets with routing outcomes
CRM: account tier, entitlements, open escalations
Directory: team ownership map, on-call schedules

Workflow

Classify each ticket: issue type, product area, severity — grounded in nearest resolved precedents from Computer, not keyword tables.
Set priority from severity × account tier × entitlement SLA; cite the SLA rule applied.
Route to queue/owner using the ownership map and current load; attach the reason code: classification, the 2–3 precedent tickets, and the rule that fired.
Detect duplicates and link them to the primary; detect spike patterns and notify the root-cause-clusterer skill if installed.
Below the confidence threshold (default 0.8): route to human triage with the best-guess analysis attached instead of silently guessing.
Log every decision to the audit trail; learn thresholds only from human corrections, never silently from its own outputs.

Guardrails

Autonomy: L2 for classify/prioritize/route (reversible queue moves, fully audited).
Never auto-closes, never auto-replies to customers, never downgrades a severity a human set.
Security-flagged or legal-flagged tickets always route to human triage regardless of confidence.

Output

Per ticket: routed destination + reason code block. Per shift: a triage summary (volume, routing mix, low-confidence rate, corrections received).

Eval fixtures

Set: 200 labeled historical tickets spanning all queues, including 20 ambiguous and 10 security-flagged cases.
Rubric: routing accuracy vs. labels; severity agreement; all security-flagged cases must route to human; low-confidence behavior verified on ambiguous set.
Ship gate: routing accuracy ≥ 0.9; security-routing compliance 100%.

Run ticket triage router on your own data.

MORE SKILLS

Customer Support & CX · L0

Escalation brief

Generates the complete engineering escalation pack for a support ticket — reproduction steps, environment details, timeline, prior contacts, account impact, and related incidents — from Computer history. Use when a ticket needs engineering escalation, when the user mentions escalating, filing a bug from a ticket, or an engineer asks for context on an escalated issue.

Customer Support & CX · L0

Escalation brief

Generates the complete engineering escalation pack for a support ticket — reproduction steps, environment details, timeline, prior contacts, account impact, and related incidents — from Computer history. Use when a ticket needs engineering escalation, when the user mentions escalating, filing a bug from a ticket, or an engineer asks for context on an escalated issue.

Customer Support & CX · L1

KB gap miner

Mines resolved support tickets for recurring questions that have no knowledge-base coverage, ranks the gaps by deflection value, and drafts the missing articles from actual resolutions. Use when the user mentions knowledge base gaps, deflection, self-service improvement, "we keep answering the same question," or content planning for the help center.

Customer Support & CX · L1

KB gap miner

Mines resolved support tickets for recurring questions that have no knowledge-base coverage, ranks the gaps by deflection value, and drafts the missing articles from actual resolutions. Use when the user mentions knowledge base gaps, deflection, self-service improvement, "we keep answering the same question," or content planning for the help center.

Customer Support & CX · L3-gated

Refund approval pack

Assembles a policy-checked refund or credit recommendation — eligibility against written policy, account context, precedent cases, and financial impact — then halts for human approval before anything moves. Use when the user mentions a refund request, credit request, billing dispute, or make-good, or a support ticket contains a refund ask.

Customer Support & CX · L3-gated

Refund approval pack

Assembles a policy-checked refund or credit recommendation — eligibility against written policy, account context, precedent cases, and financial impact — then halts for human approval before anything moves. Use when the user mentions a refund request, credit request, billing dispute, or make-good, or a support ticket contains a refund ask.

Customer Support & CX · L0

Root-cause clusterer

Collapses a spike or backlog of support tickets into probable root-cause clusters, linking related incidents, known bugs, and recent releases from Computer. Use when ticket volume spikes, when the user asks "what's driving all these tickets," mentions a backlog surge, or during incident review.

Customer Support & CX · L0

Root-cause clusterer

Collapses a spike or backlog of support tickets into probable root-cause clusters, linking related incidents, known bugs, and recent releases from Computer. Use when ticket volume spikes, when the user asks "what's driving all these tickets," mentions a backlog surge, or during incident review.