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triage-ticket

Prepare a first reply to a customer inquiry by classifying the issue, confirming understanding, and requesting missing details. Use existing documentation for answers, acknowledge feature requests, or route cases that need human follow-up.

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原文查看原文说明

First-response playbook for an inbound customer message — classifies the ticket, restates the issue, gathers missing context, and routes the reply.

查看安装方法

适用场景

  • Preparing the first reply to a customer inquiry
  • Requesting details needed to investigate a bug
  • Acknowledging a feature request
  • Routing a case that needs human follow-up

包含的文件(1)

  • SKILL.md1.6 KB

SKILL.md(原文)

安装前可以查看交给 AI 代理的指令内容。

Triage an inbound ticket

A playbook for the first response to a new customer message.

When to use

A customer message has arrived and you have not yet replied to it.

Steps

  1. Classify. Pick exactly one of:
    • bug — something is broken or behaving unexpectedly,
    • question — the customer wants information,
    • feature — a request for new behavior,
    • escalation — out-of-policy, refund > $100, abusive, legal, or compliance-flavored.
  2. Restate. Reply to the customer with: a one-sentence empathy line, then "Just to make sure I understand: …" with the issue in your own words.
  3. Gather. If the ticket id is missing, ask for it now. If you need reproduction steps, account email, or order number, ask for them as a numbered list.
  4. Respond.
    • For bug or question: search workspace docs (grep_files, memory_search) and prior sessions (session_search) for an existing answer; reply with the solution and a citation.
    • For feature: thank them, log the request in your reply (the runtime captures it), and set expectations.
    • For escalation: hand off to escalation-router and tell the customer a human will follow up within one business day.
  5. Close. Apply the closing rules from AGENTS.md.

Output

A single customer-facing message. Do not include the classification label in the message body — keep it as the first line of your internal scratch.

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