Ticket Triage

anthropics/knowledge-work-pluginsOfficial

Turns support tickets into structured triage assessments with priority, routing, and a draft response. It categorizes issues across nine types (bug, how-to, feature request, billing, etc.), assigns P1-P4 priority based on impact and urgency, checks for duplicates in your knowledge base, and recommends which team should handle it. The workflow is thorough without being bureaucratic: it parses what the customer is actually experiencing, flags escalation triggers, and generates both a triage summary and a suggested first response. Good for teams that want consistent ticket handling without needing a separate triage specialist, or when you're trying to get new support agents up to speed on priority frameworks.

skills.sh installs: 3.1K
GitHub stars: 35.3K
last updated: Aug 21, 2026

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Install

$ npx -y skills add anthropics/knowledge-work-plugins --skill ticket-triage --agent claude-code

Installs into .claude/skills of the current project.

Files

/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?

SKILL.md on GitHub