Ticket Triage
技能 活跃Triage and prioritize a support ticket or customer issue. Use when a new ticket comes in and needs categorization, assigning P1-P4 priority, deciding which team should handle it, or checking whether it's a duplicate or known issue before routing.
To efficiently categorize, prioritize, and route incoming support tickets, saving time and ensuring consistent handling of customer issues.
功能
- Ticket categorization based on content
- Automated priority assignment (P1-P4)
- Duplicate and known issue detection
- Routing recommendation based on category
- Structured triage output generation
使用场景
- Use when a new ticket comes in and needs categorization.
- Use when assigning P1-P4 priority to a customer issue.
- Use when deciding which team should handle a ticket.
- Use when checking for duplicate or known issues before routing.
非目标
- Resolving the ticket directly.
- Acting as a full customer support agent.
- Replacing direct human judgment for complex, ambiguous cases.
Trust
- warning:Issues AttentionThere are 29 open issues and 4 closed issues in the last 90 days, indicating slow response and resolution by maintainers.
Compliance
- info:GDPRThe skill operates on ticket descriptions, which may contain personal data, but does not explicitly submit this data to third parties or perform additional sanitization beyond what the LLM provides.
安装
请先添加 Marketplace
/plugin marketplace add anthropics/knowledge-work-plugins/plugin install customer-support@knowledge-work-plugins质量评分
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