Support ticket triage
OfficialOfficial · updated Nov 4, 2026 · v1.0.2
Triages incoming tickets into a table with category, S1 to S4 severity, routing, and a first reply for each, sorted by what to answer first.
Sign up free to add this skill to your pod
You come back here after you sign in, and add it with one click.
When to use it
- A support queue built up and needs an order
- New tickets need routing to the right team
What you give it
- Tickets with ID, text, and time received
- Your categories, routing, and severity rubric (optional; defaults included)
What you get
A sorted triage table with category, severity and reason, owner, and a first reply per ticket.
Changelog
- v1.0.2 · Nov 4, 2026 · Checks: the S1 line now matches the rubric: data loss, a security exposure, money taken wrongly, or many customers unable to use the product, each on its own.
- v1.0.1 · Nov 4, 2026 · Example: the double charge (#814) is S1 as the rubric's "money taken wrongly" line says, with a reply within the hour, instead of S2 on a many-customers condition the rubric doesn't have.
- v1.0.0 · Nov 4, 2026 · First release.
Sources
- Severity Levels - PagerDuty Incident Response Documentation (2026-11-04)
- Atlassian app incident severity levels for developers and partners (2026-11-04)
- Analyzing the metrics that matter to improve customer support – Zendesk help (2026-11-04)
Related skills
- Bug report from a support ticket Turns a customer complaint into an engineering-ready bug report: steps to reproduce, expected vs actual, environment, impact, evidence, and questions to ask.
- Customer reply in our tone Drafts a support reply in your team's tone: answers the question first, owns mistakes, drops jargon, and ends with one clear next step.
- Incident notice for customers Writes customer-facing incident notices by stage, from investigating to resolved, and a postmortem summary with a plain apology and what changes.