| name | ticket-creation |
| description | Triage and create GitHub issues from user-submitted support tickets. This skill should be used when converting raw user support requests into structured, actionable GitHub issues with proper labels, priority, templates, and formatting. Triggers on requests like "create a ticket", "triage this support request", "file an issue from this feedback", or any support-to-issue conversion task. |
Ticket Creation
Convert raw user support tickets into well-structured, triageable GitHub issues using the Copilot SDK and GitHub REST API.
Overview
This skill is used by the Octocat Support App to parse unstructured user input (support form submissions) and produce actionable GitHub issues that can be triaged by humans or automation agents. The Copilot SDK is the orchestration layer — it receives the raw ticket, applies triage rules, and calls a custom tool to create the issue.
Triage Rules
1. Title Formatting
- Always start with a type prefix:
[Bug], [Feature], [Question], [Docs], [Security]
- Be specific and actionable — avoid vague titles like "Something is broken"
- Keep under 72 characters
- Use imperative mood for bugs and features: "Fix X", "Add Y", not "X is broken"
Examples:
- ✅
[Bug] Fix SSO login crash on redirect
- ✅
[Feature] Add CSV export to dashboard
- ✅
[Question] How to configure webhooks for org repos
- ❌
bug with login (no prefix, vague)
- ❌
I think there might be an issue with the deployment pipeline when using custom runners (too long)
2. Category → Label Mapping
| User Category | GitHub Label |
|---|
| bug | bug |
| feature | enhancement |
| question | question |
| docs | documentation |
| security | security |
3. Priority → Label Mapping
| User Priority | GitHub Label | SLA Expectation |
|---|
| critical | priority:critical | Immediate (< 4 hours) |
| high | priority:high | Same day (< 24 hours) |
| medium | priority:medium | This week |
| low | priority:low | Backlog |
4. Additional Labels (Auto-Inferred)
Apply these when the content warrants it:
| Label | When to Apply |
|---|
needs-reproduction | Bug report lacks clear reproduction steps |
needs-clarification | Description is too vague to act on |
good first issue | Simple, well-scoped task suitable for newcomers |
help wanted | Community-friendly requests |
breaking-change | Feature involves breaking existing behavior |
performance | Related to speed, latency, or resource usage |
accessibility | Related to a11y improvements |
Body Templates
Use the templates in references/templates.md based on the ticket category. Each template provides a consistent structure that makes issues scannable, triageable, and actionable.
Copilot SDK Integration
Architecture
User Form → POST /api/tickets → Zod Validation → CopilotClient Session
→ System Prompt (triage rules) + Custom Tool (create_github_issue)
→ Model triages & calls tool → GitHub REST API → Issue Created
→ Return issue URL/number/labels to client
Custom Tool: create_github_issue
The tool accepts:
title (string) — Formatted issue title with type prefixbody (string) — Full markdown body using the appropriate templatelabels (string[]) — Array of label strings
The tool handler calls the GitHub REST API (POST /repos/{owner}/{repo}/issues) and returns the created issue URL.
Session Configuration
- Model:
gpt-4o (or configurable)
- System Message Mode:
append (preserves SDK guardrails)
- Streaming: Disabled (synchronous tool execution)
- Cleanup: Always use
try/finally with session.destroy() and client.stop()
Quality Checklist
Before creating an issue, verify:
