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Ticket Triage

Official
anthropics·vlatest·productivity·Apache-2.0

This skill automatically analyzes incoming support tickets to prioritize them based on urgency and impact, streamlining workflows and improving response times.

Repository

Install on your platform

Showing Claude Code. One command installs this skill into any of the agents below.

  1. 1

    Run this in your project

    terminal
    $ npx skills add anthropics/knowledge-work-plugins --skill ticket-triage -a claude-code

  2. Uses the open-source skills CLI and needs Node.js. Add -g to install it for your user instead of this project.

What we know about this skill

Publisher

anthropics

Matched to the vendor's own GitHub organisation.

Install target

Live repository

Not pinned. Installing fetches whatever the repository holds at the time you run the command.

No human has reviewed this code. The checks below are a static scan of the files at one commit — nobody has run this skill or judged whether it works. A skill runs with whatever access you give your agent, so read the source before you install it.

Automated safety checks

scanned

This skill passed all 6 checks. We read its files at one commit and looked for the things that make a skill dangerous to run — not for whether it works.

  • Declares what it does: passed

    SKILL.md parses and declares a name and a description.

    SKILL.md exists, its frontmatter parses, and it declares a name and a description.

  • No undeclared network calls: passed

    Makes no network calls.

    Every host the skill dials — from its scripts, its config endpoints or the commands it tells the agent to run — is either well-known package and API infrastructure or declared in its own frontmatter. Links in documentation are not counted.

  • No obfuscated payloads: passed

    No encoded or obfuscated payloads.

    No base64, hex or compressed blob is decoded and then executed, and no encoded shell commands.

  • No credential access: passed

    Reads no keys, tokens, keychains or credential files.

    Neither the code nor the SKILL.md instructions read SSH keys, cloud credentials, keychains, token stores, browser cookie databases or dotfiles that hold secrets.

  • No pipe-to-shell installers: passed

    No pipe-to-shell or download-and-run installers.

    No `curl … | sh` pattern, in the code or in the instructions, that runs code fetched at run time.

  • Pinned to a commit: passed

    Scanned anthropics/knowledge-work-plugins at da38ec1ee8.

    The exact upstream commit SHA that was scanned is recorded, so the result refers to specific bytes.

Commit
da38ec1ee8
Manifest
customer-support/skills/ticket-triage/SKILL.md
Scanned
1 file, 262 lines
This is a static scan, not a review. It reads the skill's files; it does not run them, and it cannot tell you whether the skill is any good or whether the code does what its description says. A skill runs with whatever access you give your agent.
What each check looks for →

About this skill

What it does

This skill enables AI agents to automatically analyze incoming support tickets and route them to the appropriate teams or individuals based on predefined criteria. It streamlines workflow management by ensuring issues reach the right experts immediately without manual intervention.

When to use it

  • High-volume support centers: Automatically sort thousands of daily inquiries to prevent bottlenecks.
  • Multi-department organizations: Route technical bugs to engineering while sending billing questions to finance.
  • After-hours operations: Ensure tickets received outside business hours are queued and assigned correctly for the next shift.
  • Complex incident response: Prioritize critical security alerts over low-priority feature requests based on content analysis.

Key capabilities

  • Analyzes ticket content, subject lines, and metadata to determine context.
  • Matches incoming issues against a configurable set of routing rules or categories.
  • Assigns tickets to specific queues, teams, or individual agents automatically.
  • Supports dynamic rule updates without requiring code changes.

Example prompts

  • "Analyze this new customer complaint about login failures and assign it to the Authentication Team."
  • "Route any ticket containing keywords like 'data breach' or 'security' immediately to the SOC Lead."
  • "Sort these 50 incoming emails by urgency and department, then create tickets in Jira with appropriate labels."

Tips & gotchas

Ensure your routing rules are regularly updated to reflect organizational changes, such as new teams or shifted responsibilities. Test the skill with a small batch of real tickets before enabling it for all incoming traffic to verify accuracy.