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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.
默认使用会先检查来源的 Prompt；你也可以切换为直接命令，或下载本地副本。
决定是否安装前，请先阅读 SKILL.md，以及 SkillsMP 当前展示的配套文件。
用 Codex 或 Claude 帮你安装 复制这段 Prompt，粘贴到 Codex、Claude 或其他助手里，让它检查 Skill 页面并帮你完成安装。
直接命令不会经过审查 Prompt；运行前请先检查来源。
npx skills add https://github.com/Kiln-AI/Kiln --skill ticket-routing-playbook命令会保持在同一行。复制前请横向滚动并检查完整内容。
想先保存到本地？可下载 SkillsMP 当前能够提供的文件。
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基于 SOC 职业分类
| 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.