Ticket Classifier
Classify support tickets by priority, category, and resolution path automatically
What You Can Do
This skill analyzes incoming support tickets to automatically assign priority levels (critical, high, medium, low), categorize by functional area, predict resolution paths, and flag tickets at risk of SLA breach. It identifies which issues require immediate escalation, which can be routed to automation, and which need specialist handling — eliminating manual triage overhead and ensuring critical problems reach the right team fastest.
Features
Assigns critical/high/medium/low based on content analysis, urgency signals, and customer impact indicators
Maps tickets to functional categories (billing, technical, account, feature request, etc.) for proper queue assignment
Identifies triggers requiring immediate specialist or management review (security issues, VIP customers, repeat failures)
Highlights tickets that could breach response or resolution SLA targets based on complexity and current queue depth
Recommends whether ticket should go to tier-1 automation, tier-2 specialist, or tier-3 escalation
Detects repetitive issues suitable for self-service, chatbot, or documentation solutions
Handles 10+ tickets at once for daily triage workflows or spike periods without manual effort
Example Output
Input Ticket:
Subject: Can't reset password on mobile app
Body: Tried resetting password 3 times, getting 'invalid email' error. Tried on desktop — works fine. Using iOS app v2.3.
Customer Tier: Standard
Response Time: 8 hours
Output Classification:
Priority: HIGH
Category: Technical — Mobile App
Resolution Path: Tier-2 Mobile Specialist
Escalation Trigger: Platform-specific bug (mobile-only failure)
SLA Risk: Low (within 8-hour window)
Automation Opportunity: None (requires app debugging)
Next Action: Route to iOS development team for app version investigation
Batch Example (3 tickets):
- Ticket #1001: CRITICAL | Billing | Escalate to Finance Lead | SLA: At Risk
- Ticket #1002: MEDIUM | Feature Request | Queue for Review | SLA: Safe
- Ticket #1003: HIGH | Security | Escalate to SOC Lead | SLA: At Risk
What's Included
- SKILL.md: Ticket classifier instruction file with override rules and custom category templates
- Classification Matrix: Priority levels, category definitions, and escalation trigger checklist
- SLA Risk Calculation: Formula and thresholds for flagging tickets nearing response/resolution deadlines
- Escalation Rules Checklist: Keyword patterns, customer segments, and issue types requiring immediate specialist handling
- Automation Opportunity Worksheet: Template for identifying repetitive ticket patterns and self-service solutions
Who It's For
- Support Team Leads — Optimize daily ticket triage and reduce manual classification time
- Operations Managers — Track SLA compliance, identify bottlenecks, and plan team capacity
- QA Analysts — Build training datasets and audit classification consistency across the team
- Customer Success Directors — Ensure critical issues escalate fast and customers get appropriate resolution timelines
- Automation Engineers — Find high-volume, repetitive tickets to automate via chatbots or self-service workflows
Best For
- Daily ticket batch processing (10+ tickets) to replace manual triage overhead
- SLA compliance audits — identifying tickets at risk of breach and root causes
- Escalation training — teaching junior support staff which issues need immediate specialist review
- Automation roadmapping — spotting high-volume repetitive issues suitable for self-service or bot solutions
- Surge period preparation — pre-classifying tickets so your team can scale without adding headcount
You might also like
You'll conduct structured culture audits that go beyond surface-level observations to identify root causes of dysfunction in design teams. Using organizational psychology research, you can analyze team feedback patterns, map collaboration barriers across disciplines, and design targeted interventions that address psychological safety gaps, siloed workflows, and retention risks. Claude helps you transform culture diagnostics into measurable improvement plans tied to specific team performance outcomes.
by calesthio
Analyze raw usability testing data—transcripts, session notes, task completion rates, and participant feedback—to surface recurring patterns and user behaviors. Claude identifies the highest-impact issues, extracts testable insights about user mental models, and generates prioritized recommendations ranked by severity, frequency, and business impact. This cuts manual synthesis time from hours to minutes while maintaining analytical rigor.
by calesthio
This skill helps you craft error messages and notifications that prioritize clarity and actionability over cleverness. You'll generate empathetic microcopy for error states, in-app notifications, empty states, and edge cases—then test variations against different user personas to minimize cognitive load and maximize task completion rates. It bridges UX research insights with production-ready copy that reduces support tickets and builds user trust.
by calesthio
You can systematically design reusable responsive grid systems, establish spacing scales and breakpoint strategies, and document component layout behaviors for seamless developer handoff. This skill generates technical layout specifications that reduce design-to-development friction and ensure accessibility compliance from the design phase, enabling teams to build consistent, scalable web interfaces across all devices.
by calesthio
You can systematically evaluate your design system's health using structured frameworks that assess component consistency, design token usage, documentation completeness, and developer adoption. The skill generates prioritized gap analysis reports that quantify issues—like duplicate components, token sprawl, or implementation friction—and translates findings into executive-ready roadmaps with business cases for remediation. You'll move beyond subjective design assessments to data-backed improvement strategies.
by calesthio
This skill guides you through creating strategic content frameworks that go beyond tone and voice guidelines. You'll synthesize user research with business goals, define content principles, structure information architecture, and document messaging frameworks that teams can reference repeatedly. The result is a comprehensive strategy that ensures every piece of UX content—from microcopy to help documentation—serves both users and business outcomes.
by calesthio
You can generate, test, and iterate on onboarding microcopy that handles the unique constraints of first-run experiences: zero product knowledge assumptions, anxiety management around data entry and permissions, and sequential task dependencies. Claude helps you stress-test copy variants against user objections, anticipate drop-off points, and create messaging that balances education, reassurance, and motivation in minimal word count.
by calesthio
You can generate detailed interaction specifications for complex user flows and component behaviors that eliminate ambiguity in handoff. The skill produces structured documentation including state diagrams, transition tables, animation timing, keyboard navigation patterns, error handling workflows, and accessibility requirements—all formatted for both designers and developers to reference.
by calesthio