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First-response playbook for an inbound customer message — classifies the ticket, restates the issue, gathers missing context, and routes the reply.
SOC 직업 분류 기준
Four-layer skill composition, skill marketplaces, the self-learning loop
四层技能合成、技能市场、自学习闭环
Use when the user asks for a summary, TL;DR, or condensed version of any content.
Apply multi-file or tricky edits atomically with git apply instead of many fragile edit_file calls. Use when changing several files at once or when edit_file fails to match.
Search a codebase efficiently with ripgrep regular expressions, file globs, and git history search. Use to locate symbols, usages, and definitions instead of reading whole files.
Use git as a safety net - create a checkpoint commit before risky or large changes and roll back cleanly if a change makes things worse. Use before multi-file refactors.
| name | triage-ticket |
| description | First-response playbook for an inbound customer message — classifies the ticket, restates the issue, gathers missing context, and routes the reply. |
A playbook for the first response to a new customer message.
A customer message has arrived and you have not yet replied to it.
bug — something is broken or behaving unexpectedly,question — the customer wants information,feature — a request for new behavior,escalation — out-of-policy, refund > $100, abusive, legal, or
compliance-flavored.bug or question: search workspace docs (grep_files,
memory_search) and prior sessions (session_search) for an existing
answer; reply with the solution and a citation.feature: thank them, log the request in your reply (the runtime
captures it), and set expectations.escalation: hand off to escalation-router and tell the customer
a human will follow up within one business day.AGENTS.md.A single customer-facing message. Do not include the classification label in the message body — keep it as the first line of your internal scratch.