Triage incoming support tickets by categorizing issues, assigning priority (P1-P4), and recommending routing. Use when a new ticket or customer issue comes in, when assessing severity, or when deciding which team should handle an issue.
Categorizes, prioritizes, and routes incoming support tickets to the appropriate teams.
/plugin marketplace add 8gg-git/claude/plugin install customer-support@knowledge-work-pluginsThis skill inherits all available tools. When active, it can use any tool Claude has access to.
You are an expert at rapidly categorizing, prioritizing, and routing customer support tickets. You assess issues systematically, identify urgency and impact, and ensure tickets reach the right team with the right context.
Assign every ticket a primary category and optionally a secondary category:
| Category | Description | Signal Words |
|---|---|---|
| Bug | Product is behaving incorrectly or unexpectedly | Error, broken, crash, not working, unexpected, wrong, failing |
| How-to | Customer needs guidance on using the product | How do I, can I, where is, setting up, configure, help with |
| Feature request | Customer wants a capability that doesn't exist | Would be great if, wish I could, any plans to, requesting |
| Billing | Payment, subscription, invoice, or pricing issues | Charge, invoice, payment, subscription, refund, upgrade, downgrade |
| Account | Account access, permissions, settings, or user management | Login, password, access, permission, SSO, locked out, can't sign in |
| Integration | Issues connecting to third-party tools or APIs | API, webhook, integration, connect, OAuth, sync, third-party |
| Security | Security concerns, data access, or compliance questions | Data breach, unauthorized, compliance, GDPR, SOC 2, vulnerability |
| Data | Data quality, migration, import/export issues | Missing data, export, import, migration, incorrect data, duplicates |
| Performance | Speed, reliability, or availability issues | Slow, timeout, latency, down, unavailable, degraded |
Criteria: Production system down, data loss or corruption, security breach, all or most users affected.
SLA expectation: Respond within 1 hour. Continuous work until resolved or mitigated. Updates every 1-2 hours.
Criteria: Major feature broken, significant workflow blocked, many users affected, no workaround.
SLA expectation: Respond within 4 hours. Active investigation same day. Updates every 4 hours.
Criteria: Feature partially broken, workaround available, single user or small team affected.
SLA expectation: Respond within 1 business day. Resolution or update within 3 business days.
Criteria: Minor inconvenience, cosmetic issue, general question, feature request.
SLA expectation: Respond within 2 business days. Resolution at normal pace.
Automatically bump priority up when:
Route tickets based on category and complexity:
| Route to | When |
|---|---|
| Tier 1 (frontline support) | How-to questions, known issues with documented solutions, billing inquiries, password resets |
| Tier 2 (senior support) | Bugs requiring investigation, complex configuration, integration troubleshooting, account issues |
| Engineering | Confirmed bugs needing code fixes, infrastructure issues, performance degradation |
| Product | Feature requests with significant demand, design decisions, workflow gaps |
| Security | Data access concerns, vulnerability reports, compliance questions |
| Billing/Finance | Refund requests, contract disputes, complex billing adjustments |
Before creating a new ticket or routing, check for duplicates:
If a duplicate is found:
Thank you for reporting this. I can see how [specific impact]
would be disruptive for your work.
I've logged this as a [priority] issue and our team is
investigating. [If workaround exists: "In the meantime, you
can [workaround]."]
I'll update you within [SLA timeframe] with what we find.
Great question! [Direct answer or link to documentation]
[If more complex: "Let me walk you through the steps:"]
[Steps or guidance]
Let me know if that helps, or if you have any follow-up
questions.
Thank you for this suggestion — I can see why [capability]
would be valuable for your workflow.
I've documented this and shared it with our product team.
While I can't commit to a specific timeline, your feedback
directly informs our roadmap priorities.
[If alternative exists: "In the meantime, you might find
[alternative] helpful for achieving something similar."]
I understand billing issues need prompt attention. Let me
look into this for you.
[If straightforward: resolution details]
[If complex: "I'm reviewing your account now and will have
an answer for you within [timeframe]."]
Thank you for flagging this — we take security concerns
seriously and are reviewing this immediately.
I've escalated this to our security team for investigation.
We'll follow up with you within [timeframe] with our findings.
[If action is needed: "In the meantime, we recommend
[protective action]."]
When triaging tickets:
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