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How to pick the owning team and the priority for an inbound support ticket, including what to do when a ticket spans two teams. Use when triaging a ticket.
기본적으로 소스를 먼저 확인하는 Prompt가 선택됩니다. 직접 명령으로 전환하거나 로컬 사본을 다운로드할 수도 있습니다.
설치 여부를 결정하기 전에 SKILL.md와 SkillsMP에 표시된 보조 파일을 읽어 보세요.
Codex 또는 Claude로 설치 이 Prompt를 복사해 Codex, Claude 또는 다른 어시스턴트에 붙여 넣으면 Skill 페이지를 검토하고 설치를 진행할 수 있습니다.
직접 명령은 검토 Prompt를 거치지 않습니다. 실행하기 전에 소스를 확인하세요.
npx skills add https://github.com/Kiln-AI/Kiln --skill ticket-routing-playbook명령은 한 줄로 유지됩니다. 복사하기 전에 가로로 스크롤해 전체 내용을 확인하세요.
로컬 사본을 원하시나요? SkillsMP에서 현재 제공할 수 있는 파일을 다운로드하세요.
Look at Kiln's UI in a real browser, and run its end-to-end tests. Use when checking UI you are changing, taking a screenshot of the app, driving the app with playwright-cli, starting the dev sandbox with playwright_server.sh, running or debugging `npm run tests:e2e`, or working with the seeded fixture project that gives the app's screens data to render.
Multi-agent, browser-driven QA pass over a branch or PR — scope it, plan it, fan out one subagent per testing area in its own isolated sandbox, compile a severity-ranked markdown report. Use for an "E2E test", "QA pass", "manual test", or "bug bash" request — broader than driving the UI to check one fix (see `playwright`) or reviewing a diff (see `code-review`).
Add new AI models to Kiln's ml_model_list.py and produce a Discord announcement. Use when the user wants to add, integrate, or register a new LLM model (e.g. Claude, GPT, DeepSeek, Gemini, Kimi, Qwen, Grok) into the Kiln model list, mentions adding a model to ml_model_list.py, asks to discover/find new models that are available but not yet in Kiln, or wants to add a net-new AI provider to Kiln.
SOC 직업 분류 기준
SKILL.md 표시 중
| name | ticket-routing-playbook |
| description | How to pick the owning team and the priority for an inbound support ticket, including what to do when a ticket spans two teams. Use when triaging a ticket. |
Use this skill whenever you are deciding which team owns an inbound support ticket, or what its priority should be.
billing — invoices, refunds, failed payments, plan changes, tax documents.technical_support — errors, outages, timeouts, rate limits, anything where the product is not doing what it says it does.account_management — ownership transfers, seat changes, SSO and workspace administration, renewals.product_feedback — feature requests and complaints about behaviour that is working as designed.When a ticket touches two teams, route it to the one that can close it without a handoff. A failed payment caused by an expired card is billing, not technical_support, even though the customer describes it as an error.
| Priority | Use when |
|---|---|
urgent | The customer cannot work at all, data is at risk, or money is moving incorrectly right now. |
high | A core workflow is broken for the customer but a workaround exists. |
medium | Something is wrong and it is inconvenient, but the customer can proceed. |
low | Questions, requests, and anything the customer is not blocked on. |
Plan tier never sets priority on its own. An enterprise customer asking a how-to question is low. A free-tier customer whose data is exposed is urgent.
Write the summary for the person picking up the ticket, not for the customer. One or two sentences, naming what broke and what the customer already tried.