Triage and prioritize a support ticket or customer issue. Use when a new ticket comes in and needs categorization, assigning P1-P4 priority, deciding which team should handle it, or checking whether it's a duplicate or known issue before routing.
Instructions your experts follow when using this skill.
Packaging adaptation by AutoGPT, 2026-09-25. Original authorship and licence are retained. Changes are limited to the recorded name, metadata and local references; see ATTRIBUTION.md in this package.
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Categorize, prioritize, and route an incoming support ticket or customer issue. Produces a structured triage assessment with a suggested initial response.
/ticket-triage <ticket text, customer message, or issue description>
Examples:
/ticket-triage Customer says their dashboard has been showing a blank page since this morning/ticket-triage "I was charged twice for my subscription this month"/ticket-triage User can't connect their SSO — getting a 403 error on the callback URL/ticket-triage Feature request: they want to export reports as PDFRead the input and extract:
Using the category taxonomy and priority framework below:
Before routing, check available sources:
Apply the duplicate detection process below.
Using the routing rules below, recommend which team or queue should handle this based on category and complexity.
## Triage: [One-line issue summary]
**Category:** [Primary] / [Secondary if applicable]
**Priority:** [P1-P4] — [Brief justification]
**Product area:** [Area/team]
### Issue Summary
[2-3 sentence summary of what the customer is experiencing]
### Key Details
- **Customer:** [Name/account if known]
- **Impact:** [Who and what is affected]
- **Workaround:** [Available / Not available / Unknown]
- **Related tickets:** [Links to similar issues if found]
- **Known issue:** [Yes — link / No / Checking]
### Routing Recommendation
**Route to:** [Team or queue]
**Why:** [Brief reasoning]
### Suggested Initial Response
[Draft first response to the customer — acknowledge the issue,
set expectations, provide workaround if available.
Use the auto-response templates below as a starting point.]
### Internal Notes
- [Any additional context for the agent picking this up]
- [Reproduction hints if it's a bug]
- [Escalation triggers to watch for]
After presenting the triage:
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 |
Criteria: Production system down, data loss or corruption, security breach, all or most users affected.
SLA expectation: Respond within 1 hour. Continuous work until resolved or mitigated. Updates every 1-2 hours.
Criteria: Major feature broken, significant workflow blocked, many users affected, no workaround.
SLA expectation: Respond within 4 hours. Active investigation same day. Updates every 4 hours.
Criteria: Feature partially broken, workaround available, single user or small team affected.
SLA expectation: Respond within 1 business day. Resolution or update within 3 business days.
Criteria: Minor inconvenience, cosmetic issue, general question, feature request.
SLA expectation: Respond within 2 business days. Resolution at normal pace.
Automatically bump priority up when:
Route tickets based on category and complexity:
| Route to | When |
|---|---|
| Tier 1 (frontline support) | How-to questions, known issues with documented solutions, billing inquiries, password resets |
| Tier 2 (senior support) | Bugs requiring investigation, complex configuration, integration troubleshooting, account issues |
| Engineering | Confirmed bugs needing code fixes, infrastructure issues, performance degradation |
| Product | Feature requests with significant demand, design decisions, workflow gaps |
| Security | Data access concerns, vulnerability reports, compliance questions |
| Billing/Finance | Refund requests, contract disputes, complex billing adjustments |
Before creating a new ticket or routing, check for duplicates:
If a duplicate is found:
Thank you for reporting this. I can see how [specific impact]
would be disruptive for your work.
I've logged this as a [priority] issue and our team is
investigating. [If workaround exists: "In the meantime, you
can [workaround]."]
I'll update you within [SLA timeframe] with what we find.
Great question! [Direct answer or link to documentation]
[If more complex: "Let me walk you through the steps:"]
[Steps or guidance]
Let me know if that helps, or if you have any follow-up
questions.
Thank you for this suggestion — I can see why [capability]
would be valuable for your workflow.
I've documented this and shared it with our product team.
While I can't commit to a specific timeline, your feedback
directly informs our roadmap priorities.
[If alternative exists: "In the meantime, you might find
[alternative] helpful for achieving something similar."]
I understand billing issues need prompt attention. Let me
look into this for you.
[If straightforward: resolution details]
[If complex: "I'm reviewing your account now and will have
an answer for you within [timeframe]."]
Thank you for flagging this — we take security concerns
seriously and are reviewing this immediately.
I've escalated this to our security team for investigation.
We'll follow up with you within [timeframe] with our findings.
[If action is needed: "In the meantime, we recommend
[protective action]."]
Files installed alongside these instructions.
When the user wants to create or update their product marketing context document. Also use when the user mentions 'product context,' 'marketing context,' 'set up context,' 'positioning,' 'who is my target audience,' 'describe my product,' 'ICP,' 'ideal customer profile,' or wants to avoid repeating foundational information across marketing tasks. Use this at the start of any new project before using other marketing skills — it creates `.agents/product-marketing.md` that all other skills reference for product, audience, and positioning context.
When the user wants to research, profile, or analyze competitors from their URLs. Also use when the user mentions 'competitor profile,' 'competitor research,' 'competitor analysis,' 'profile this competitor,' 'analyze competitor,' 'competitive intelligence,' 'competitor deep dive,' 'who are my competitors,' 'competitor landscape,' 'competitor dossier,' 'competitive audit,' or 'research these competitors.' Input is a list of competitor URLs. Output is structured competitor profile markdown files. For creating comparison/alternative pages from profiles, see competitors. For sales-specific battle cards, see sales-enablement.
When the user wants to conduct, analyze, or synthesize customer research. Use when the user mentions "customer research," "ICP research," "talk to customers," "analyze transcripts," "customer interviews," "survey analysis," "support ticket analysis," "voice of customer," "VOC," "build personas," "customer personas," "jobs to be done," "JTBD," "what do customers say," "what are customers struggling with," "Reddit mining," "G2 reviews," "review mining," "digital watering holes," "community research," "forum research," "competitor reviews," "customer sentiment," "PMF survey," "product/market fit survey," "customer interview questions," "interview outreach," "Sales Safari," or "find out why customers churn/convert/buy." Use for analyzing existing research assets, mining online sources, AND running primary research (interviews and surveys). For writing copy informed by research, see copywriting. For acting on research to improve pages, see cro.