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
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