kestrel-triage

name	kestrel-triage
description	Triage and classify an incoming Kestrel Home support ticket by urgency and route it to the right tier. Use whenever a Kestrel Home support ticket, complaint, or customer message arrives and you need to decide how fast to act and who owns it — especially to catch safety hazards (fire/smoke/sparking) that must escalate immediately.

Kestrel Home Ticket Triage

This skill classifies an incoming Kestrel Home support ticket into a tier and routes it to the right owner. Unlike a prose-only skill, it bundles an executable script — the classification rules run in code, so the verdict is deterministic and identical every time.

When to use

Use this the moment a Kestrel Home support ticket, email, chat, or complaint comes in and you need to decide urgency and ownership — before drafting a reply. The highest-value case is catching a safety hazard that must bypass the normal queue.

How to use it — RUN the script

Do not eyeball the rules by hand. Run the bundled classifier and use its output:

python scripts/classify.py "<the full ticket text>"

It prints JSON like:

{
  "tier": 3,
  "urgency": "IMMEDIATE",
  "reason": "Mentions a fire/smoke/burning/sparking hazard — safety escalation.",
  "route": "Safety Response (auto-paged via on-call; do not route manually)."
}

Take the tier, urgency, and route from that output and act on them. Then continue handling the ticket (e.g. draft the reply, open the ticket at that tier).

Escalation rules (what the script encodes)

• Tier 3 / IMMEDIATE — the ticket mentions fire, smoke, burning, or sparking. This is a safety hazard: it auto-escalates to Safety Response (paged automatically via the on-call system — do NOT route it manually) and bypasses the normal SLA queue entirely.
• Tier 2 / HIGH — the ticket implies it has been unresolved for more than 72 hours or is a repeated contact (e.g. "still no reply after 4 days", "third time I've written"). Route to Marcus Webb, Support Operations Lead, ext 4471.
• Tier 1 / NORMAL — everything else: a standard first-touch question with no safety or SLA-breach signals. Handle in the normal support queue per the customer's plan SLA.

These mirror the escalation policy in docs/kestrel_home_faq.md.

Why a script (progressive disclosure)

The agent reads this short SKILL.md only when a ticket needs triage — and the scripts/classify.py code loads and runs only at that moment. The heavier, exact logic stays out of context until it's actually needed, and running it in code (rather than re-deriving the rules in prose each time) keeps the verdict deterministic and auditable.