Ticket Triage

Ticket Triage is an official Anthropic skill from the knowledge-work-plugins repository and its customer-support area. It helps support teams read new customer issues in a consistent way, identify the underlying category, assess urgency, and recommend an ownership path. According to the provider, the skill produces a structured triage assessment together with a suggested initial response that a support professional can review and adapt. It is therefore a workflow for first-pass organization, not an autonomous ticketing system and not a guarantee that every classification will be correct.

Issue understanding and input context

The workflow starts by reading the full issue rather than relying only on a short subject line. The skill extracts the core problem, observed symptoms, customer context, indications of how many users are affected, and whether a production workflow is blocked. According to the provider, it also considers the customer’s emotional state because frustration, escalation, or a long wait can affect communication and the handling path. The support context should therefore include the conversation history, relevant attachments, error messages, timing, and workarounds already attempted whenever those materials are available and approved for the connected client.

Categories and priorities

Ticket Triage assigns a primary category such as bug, how-to, feature request, billing, account, integration, security, data, or performance. A secondary category can capture an additional dimension. According to the provider, classification should follow the root cause rather than the most visible symptom. If a login problem is caused by a product defect, bug may be a better primary category than account. The workflow then assigns a P1 to P4 priority. P1 covers critical outages, data loss, corruption, or an active security incident. P2 describes a major blocked workflow without a reasonable workaround. P3 fits a limited problem where a workaround exists or only a small group is affected. P4 covers general questions, minor inconvenience, cosmetic issues, and many feature requests.

Priority is not a contractual service promise. The provider gives response and update expectations as part of its framework, but each organization must reconcile them with its own service agreements, on-call policy, escalation process, and customer commitments. The classification should also be revisited when more customers report the same issue, a workaround stops working, the scope expands, or the customer explicitly escalates.

Duplicate checks and routing

Before routing, the official skill recommends checking similar open or recently resolved tickets, known issues in the knowledge base, and related reports in a project tracker. Searches can use symptoms, customer context, and product area. When a duplicate is found, the new report should be linked to the existing issue, new information should be added, and priority should be reconsidered if the new report increases urgency. The routing framework distinguishes Tier 1 for routine questions and documented solutions, Tier 2 for complex configuration and investigation, Engineering for confirmed defects or infrastructure problems, Product for meaningful feature requests and workflow gaps, Security for data-access concerns and vulnerabilities, and Billing or Finance for difficult payment or account adjustments.

Response draft and boundaries

According to the provider, the output includes a concise issue summary, key details, a routing recommendation, internal notes, and a suggested initial customer response. The draft should acknowledge the concrete impact, describe what is currently known, and set realistic next steps. It should not present an unverified cause as fact or repeat sensitive account data unnecessarily. Security, privacy, and data-loss signals require the organization’s designated human process. A responsible person should confirm category and priority before they create external commitments or operational changes. The skill cannot assume that a support platform is connected; ticket searches, customer identity, and known-issue checks must come from sources that are actually connected and approved. Anthropic publishes the repository under the Apache-2.0 license. This entry records the provider’s stated scope as reviewed on September 9, 2026, not a guarantee of quality, availability, or security in every support environment.