ticket-triage

# Ticket Triage Automatically classify, prioritize, and route incoming customer support tickets to the right team with a suggested first response. This skill processes raw ticket text, identifies the customer's intent and key entities (product area, account tier, error codes), assigns a category and priority level, then routes to the appropriate team while drafting an empathetic initial reply. ## Workflow 1. **Receive and parse the ticket** — Ingest the raw ticket including subject, body, customer metadata (account tier, plan, tenure), and any attachments or screenshots. Normalize the text by stripping signatures, quoted replies, and boilerplate. Extract structured fields like order IDs, error codes, and URLs. 2. **Extract intent and entities** — Analyze the cleaned ticket text to determine the customer's primary intent (reporting a bug, asking a question, requesting a feature, disputing a charge). Identify named entities such as product names, feature areas, API endpoints, and specific error messages. Tag sentiment as positive, neutral, negative, or urgent. 3. **Classify into category** — Map the extracted intent to one of the standard categories: `billing` (charges, invoices, refunds, plan changes), `bug` (errors, crashes, unexpected behavior), `feature-request` (new functionality, integrations, enhancements), or `how-to` (setup, configuration, usage questions). If a ticket spans multiple categories, assign the primary and note secondaries. 4. **Assign priority using ...