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

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

Examples:

• /triage Customer says their dashboard has been showing a blank page since this morning
• /triage "I was charged twice for my subscription this month"
• /triage User can't connect their SSO — getting a 403 error on the callback URL
• /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?

2. Categorize and Prioritize

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

• Assign a primary category (bug, how-to, feature request, billing, account, integration, security, data, performance) 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:

• ~~support platform: Search for similar open or recently resolved tickets
• ~~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:** [Area/team]

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

### Key Details
- **Customer:** [Name/account if known]
- **Impact:** [Who and what is affected]
- **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 customer — 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]
- [Reproduction hints if it's a bug]
- [Escalation triggers to watch for]

6. Offer Next Steps

After presenting the triage:

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