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Customer support · Skill

Ticket triage

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.

  • Works better with a connected tool
Open in Phở

What the skill covers

The sections of its instructions, in order.

  1. 01 Usage
  2. 02 Workflow
  3. 1. Parse the Issue
  4. 2. Categorize and Prioritize
  5. 3. Check for Duplicates and Known Issues
  6. 4. Determine Routing
  7. 5. Generate Triage Output
  8. 6. Offer Next Steps
  9. 03 Category Taxonomy
  10. Category Determination Tips
  11. 04 Priority Framework
  12. P1 — Critical
  13. P2 — High
  14. P3 — Medium
  15. P4 — Low
  16. Priority Escalation Triggers
  17. 05 Routing Rules
  18. 06 Duplicate Detection
  19. 07 Auto-Response Templates by Category
  20. Bug — Initial Response

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Frequently asked questions

What does Ticket triage do?

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.

Is Ticket triage free to use?

Yes. Ticket triage is published by Anthropic under the Apache 2.0 licence, and you can use it with a free Phở account.

How do I use Ticket triage in Phở?

Press Open in Phở, then Try to apply it to your next message, or add the Customer support set so Phở loads it whenever a request matches.

Does Ticket triage need other tools?

Some steps expect a connected tool, such as a CRM or a document store. Without one, Phở does those steps with what you paste or upload.

Copied unchanged from anthropics/knowledge-work-plugins at commit d900840 and credited to Anthropic, who is not affiliated with Phở. The full instructions and licence text ship with the skill inside Phở.