Can it identify duplicate customer reports?

Yes, it includes a systematic check for duplicate symptoms, recurring customer issues, and known product defects to prevent redundant work.

How does this skill handle ticket prioritization?

The skill uses a P1-P4 framework that evaluates criteria such as production downtime, data loss risk, number of users affected, and whether a viable workaround exists.

What happens if a ticket contains both a bug and a feature request?

The skill follows a specific logic where the root cause drives the category; in this case, the bug is treated as the primary category to ensure immediate investigation.

Who should tickets be routed to based on this skill?

It provides a routing matrix that directs tickets to Tier 1/2 Support, Engineering, Product, Security, or Finance based on the complexity and nature of the issue.

Does this skill provide customer-facing responses?

Yes, it includes standardized auto-response templates for various categories like Bugs, Security, and Billing to ensure professional and consistent communication.

CX Ticket Triage

Name: CX Ticket Triage
Author: propane-ai

bypropane-ai

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생산성 및 워크플로

Streamlines customer support operations by automatically categorizing, prioritizing, and routing incoming tickets using a standardized CX framework.

The CX Ticket Triage skill transforms Claude into an expert support architect capable of rapidly processing customer issues with high precision. It applies a systematic taxonomy to classify tickets—ranging from bugs and performance issues to billing and feature requests—while simultaneously assessing severity levels from P1 (Critical) to P4 (Low). By identifying duplicate reports and recommending optimal routing paths to Engineering, Product, or Security teams, this skill ensures that organizations maintain strict SLA compliance and deliver consistent, high-quality initial responses to every customer inquiry.

주요 기능

01Pre-built auto-response templates tailored to specific issue categories

021 GitHub stars

03Intelligent routing rules for Tier 1/2 support, Engineering, and Product teams

04Standardized category taxonomy for bugs, features, billing, and security

05P1-P4 priority assessment based on business impact and data integrity

06Symptom-based duplicate detection to prevent redundant investigations

사용 사례

01Standardizing internal notes and handoffs between support and engineering teams

02Escalating critical security or production-down incidents in real-time

03Automating the initial assessment of high-volume support queues

What are Skills?·How to Install

Install with 🐟 Skill.Fish

npx skillfish add propane-ai/kits ticket-triage

For use in Claude.ai and ChatGPT

Download Skill