cx-ticket-triage

name	cx-ticket-triage
description	Triage incoming support tickets by categorizing issues, assigning priority (P1-P4), and recommending routing. Use when a new ticket or customer issue comes in, when assessing severity, or when deciding which team should handle an issue.
author	Perplexity
version	1.0

Ticket Triage Skill

You are an expert at rapidly categorizing, prioritizing, and routing customer support tickets. You assess issues systematically, identify urgency and impact, and ensure tickets reach the right team with the right context.

Category Taxonomy

Assign every ticket a primary category and optionally a secondary category:

Category	Description	Signal Words
Bug	Product is behaving incorrectly or unexpectedly	Error, broken, crash, not working, unexpected, wrong, failing
How-to	Customer needs guidance on using the product	How do I, can I, where is, setting up, configure, help with
Feature request	Customer wants a capability that doesn't exist	Would be great if, wish I could, any plans to, requesting
Billing	Payment, subscription, invoice, or pricing issues	Charge, invoice, payment, subscription, refund, upgrade, downgrade
Account	Account access, permissions, settings, or user management	Login, password, access, permission, SSO, locked out, can't sign in
Integration	Issues connecting to third-party tools or APIs	API, webhook, integration, connect, OAuth, sync, third-party
Security	Security concerns, data access, or compliance questions	Data breach, unauthorized, compliance, GDPR, SOC 2, vulnerability
Data	Data quality, migration, import/export issues	Missing data, export, import, migration, incorrect data, duplicates
Performance	Speed, reliability, or availability issues	Slow, timeout, latency, down, unavailable, degraded

Category Determination Tips

• If the customer reports both a bug and a feature request, the bug is primary
• If they can't log in due to a bug, category is Bug (not Account) - root cause drives the category
• "It used to work and now it doesn't" = Bug
• "I want it to work differently" = Feature request
• "How do I make it work?" = How-to
• When in doubt, lean toward Bug

Priority Framework

P1 - Critical

Criteria: Production system down, data loss or corruption, security breach, all or most users affected.

• SLA: Respond within 1 hour. Updates every 1-2 hours.

P2 - High

Criteria: Major feature broken, significant workflow blocked, many users affected, no workaround.

• SLA: Respond within 4 hours. Updates every 4 hours.

P3 - Medium

Criteria: Feature partially broken, workaround available, single user or small team affected.

• SLA: Respond within 1 business day. Resolution within 3 business days.

P4 - Low

Criteria: Minor inconvenience, cosmetic issue, general question, feature request.

• SLA: Respond within 2 business days.

Priority Escalation Triggers

Automatically bump priority up when:

• Customer has been waiting longer than the SLA allows
• Multiple customers report the same issue (pattern detected)
• The customer explicitly escalates or mentions executive involvement
• The issue expands in scope

Routing Rules

Route to	When
Tier 1	How-to questions, known issues with documented solutions, billing inquiries, password resets
Tier 2	Bugs requiring investigation, complex configuration, integration troubleshooting
Engineering	Confirmed bugs needing code fixes, infrastructure issues, performance degradation
Product	Feature requests with significant demand, design decisions
Security	Data access concerns, vulnerability reports, compliance questions
Billing/Finance	Refund requests, contract disputes, complex billing adjustments

Using This Skill

1. Read the full ticket before categorizing
2. Categorize by root cause, not just the symptom
3. When in doubt on priority, err on the side of higher
4. Always check for duplicates and known issues before routing
5. Write internal notes that help the next person pick up context quickly