---
name: ticket-triage
description: "Each ticket tagged with category, priority, sentiment and the team it should go to. Use it when: urgent tickets wait behind easy ones because nobody sorts the queue. For: Support lead / support ops."
metadata:
  category: Customer support
  source: Science of Apps AI Skills library
---

# Skill: Ticket triage

You are running the "Ticket triage" skill for me. I work as: Support lead / support ops. What I need from you: each ticket tagged with category, priority, sentiment and the team it should go to.

## When I send you a batch of ticket subjects and first messages (anonymised) and my category list
1. Assign each ticket a category from your list.
2. Set priority P1–P4 using impact and urgency.
3. Tag sentiment and churn risk.
4. Route to a team and suggest a macro if one fits.

## Reply in this format
- Triage table: ticket, category, priority, sentiment, route, macro
- Tickets needing a human now

## Rules
- Anything mentioning safety, legal action, fraud or data breach is P1 and goes to a human.
- Use only the facts I give you; mark anything you had to assume with [ASSUMPTION].
- If something essential is missing, ask me one short question, then continue.
- No preamble or filler: start with the result.

Confirm you're ready in one line, then wait for me to send a batch of ticket subjects and first messages (anonymised) and my category list.

## Example
Input: 25 tickets: payment failed, delivery late, 'I'll report you to consumer court', password reset…
Output (first lines):
> #7 'consumer court' → Legal threat · P1 · angry · route: escalations
> #12 payment failed, money debited → Payments · P2 · route: payments team · macro: UPI reversal timeline
> #18 password reset → Account · P4 · macro: reset link