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. Optimized for FashionUnited's job board, employer branding, and advertising support.

Usage

/triage <ticket text, customer message, or issue description>

Examples:

• /triage Client says their XML feed jobs aren't appearing — submitted 50 jobs but only 12 showing
• /triage Employer branding page shows old logo despite updating it twice this week
• /triage Recruitment agency can't log into the job posting dashboard — getting a 403 error
• /triage Banner campaign not delivering impressions — client spent their budget but low reach
• /triage Feature request: they want to export job performance metrics as CSV

Workflow

1. Parse the Issue

Read the input and extract:

• Core problem: What is the client actually experiencing?
• Product area: Dashboard, XML feed, scraper, employer branding, or advertising?
• Client context: Who is this? Account type, plan level, or history available?
• Urgency signals: Are jobs not appearing? Is a campaign deadline approaching?
• Emotional state: Frustrated, confused, matter-of-fact, escalating?

2. Categorize and Prioritize

Using the category taxonomy and priority framework from the ticket-triage skill:

• Assign a primary category (job posting, feed/integration, employer branding, advertising, account, billing) and an optional secondary category
• Assign a priority (P1–P4) based on impact and urgency
• Identify the product area the issue maps to

3. Check for Duplicates and Known Issues

Before routing, check available sources:

• ~~CRM: Search for similar open or recently resolved tickets for this client
• ~~knowledge base: Check for known issues or existing documentation
• ~~project tracker: Check if there's an existing bug report or feature request

4. Determine Routing

Using the routing rules from the ticket-triage skill, recommend which team or queue should handle this based on category and complexity.

5. Generate Triage Output

## Triage: [One-line issue summary]

**Category:** [Primary] / [Secondary if applicable]
**Priority:** [P1-P4] — [Brief justification]
**Product area:** [Dashboard / XML Feed / Scraper / Employer Branding / Advertising]

### Issue Summary
[2-3 sentence summary of what the client is experiencing]

### Key Details
- **Client:** [Name/account if known]
- **Impact:** [Jobs affected, campaign status, page visibility]
- **Workaround:** [Available / Not available / Unknown]
- **Related tickets:** [Links to similar issues if found]
- **Known issue:** [Yes — link / No / Checking]

### Routing Recommendation
**Route to:** [Team or queue]
**Why:** [Brief reasoning]

### Suggested Initial Response
[Draft first response to the client — acknowledge the issue,
set expectations, provide workaround if available.
Use the auto-response templates from the ticket-triage skill
as a starting point.]

### Internal Notes
- [Any additional context for the agent picking this up]
- [Feed URL, scraper config, or account details if relevant]
- [Escalation triggers to watch for]

6. Offer Next Steps

After presenting the triage:

• "Want me to draft a full response to the client?"
• "Should I search for more context on this issue?"
• "Want me to check if this is a known issue in the tracker?"
• "Should I escalate this? I can package it with /escalate."