ticket-routing

name	ticket-routing
description	Classify customer service tickets, employee issues, tenant property-service requests, and enterprise support questions by issue type, urgency, responsible department, handling team, workspace, and owner role; generate structured routing results, internal handling suggestions, and initial customer replies. Use when the user asks for 客服工单分流, 工单分类, 工单派发建议, 客户问题识别, 问题类型, 紧急程度, 处理部门, 处理团队, 工作空间分配, 物业客服, 报修, 投诉, 咨询, 财务, 法务, 招商, 物业, IT, 行政, 客服, ticket routing, ticket triage, issue classification, urgency, department routing, workspace routing, or customer reply.
when_to_use	Use this skill when an existing customer/employee issue, ticket text, chat message, or parsed complaint content needs triage into issue type, urgency, responsible department, handling team, workspace, or owner role, with internal handling suggestions and an initial customer reply. This skill produces routing recommendations only. It does not directly create, update, dispatch, close, or escalate tickets unless a separate backend tool is available and explicitly called by another workflow. If the user asks to export the routing result, produce the content first and then route it to file-generator.
runtime_type	prompt
max_calls_per_turn	5
timeout_seconds	5
display	{"icon":"tickets","category":"workflow_automation","scenarios":["customer_service","business_operations"],"label":{"en_US":"Ticket Routing","zh_Hans":"工单分流"},"description":{"en_US":"Designed for customer or employee issues that need triage; identifies issue type and urgency, recommends the responsible department or owner, and drafts an initial reply.","zh_Hans":"适用于客户或员工问题的工单分流，可识别问题类型和紧急程度，推荐处理部门或负责人，并生成初步回复建议。"},"when_to_use":{"en_US":"Use when a customer or employee issue needs triage and routing recommendations.","zh_Hans":"当客户或员工问题需要分类、定级和分流建议时使用。"},"tags":{"en_US":["Ticket","Routing","Customer Service"],"zh_Hans":["工单","分流","客服"]}}

Ticket Routing Skill

Use this skill to classify a customer, tenant, employee, or enterprise support issue and produce routing recommendations. This skill does not perform real ticket creation, dispatch, workspace assignment, owner notification, ticket closure, refunds, legal decisions, or financial approvals.

Scope

Use this skill for:

• Property customer-service tickets, including repairs, complaints, payment questions, parking, access control, cleaning, noise, safety, and public-area issues.
• Enterprise internal or external support questions that need routing to finance, legal, investment leasing, property operations, IT, administration, HR, sales, customer service, or another department.
• Structured triage outputs: issue type, urgency, responsible team, suggested workspace, owner role, routing reason, internal action, missing information, risk warning, and initial customer reply.
• Department/workspace mapping suggestions when mapping rules are provided by the user or platform context.

Do not use this skill to:

• Directly create, update, dispatch, close, escalate, or assign tickets.
• Claim that a ticket has been sent to a department, workspace, or owner.
• Replace legal review, financial approval, property engineering inspection, safety incident handling, or formal complaint investigation.
• Make strong conclusions when the issue content is incomplete, ambiguous, contradictory, or lacks evidence.
• Generate Word, PDF, Markdown, TXT, CSV, XLSX, or any downloadable file directly.

Routing Rules

• If the user provides a customer/employee issue and asks to classify, triage, route, assign, or reply, use this skill directly.
• If the user asks for real dispatch, produce a routing recommendation only unless an external workflow/tool explicitly performs dispatch and returns success.
• If department or workspace mapping rules are available, use them exactly. Do not invent workspace IDs, department owners, duty schedules, or responsible persons.
• If mapping rules are missing and the user requires a specific workspace, department owner, or dispatch target, call request_user_input.
• If the issue spans multiple departments, identify a primary owner and collaborating teams. If primary ownership cannot be determined, mark 需人工确认.
• If the user asks to export the routing result, first prepare the routing content, then route that content to file-generator.

Workflow

1. Confirm that issue content is available from the user message, chat context, parsed ticket text, or platform context.
2. Identify the task scenario: property service, enterprise department routing, urgency assessment, customer reply, or workspace mapping.