Siftrank
noperator/siftrank
Find needles in haystacks with SiftRank. An agent skill from noperator/siftrank.
Triage incoming support tickets by categorizing issues, assigning priority (P1-P4), and recommending routing.
Install Ticket Triage
$ npx skills add w95/awesome-claude-corporate-skills --skill ticket-triage -a claude-codeProject install by default; add -g for ~/.claude/skills/.
$ gh skill install w95/awesome-claude-corporate-skills ticket-triage --agent claude-codeProject scope by default; add --scope user for a personal install. Needs GitHub CLI 2.90.0 or later (public preview).
$ git clone --depth 1 https://github.com/w95/awesome-claude-corporate-skills.git skills-src && mkdir -p .claude/skills && cp -r skills-src/11-customer-success/ticket-triage .claude/skills/ticket-triage && rm -rf skills-srcUse ~/.claude/skills/ instead of .claude/skills for a personal install. The folder must contain SKILL.md.
Claude Code skills documentation · loads skills from .claude/skills/
Install the "ticket-triage" agent skill from https://github.com/w95/awesome-claude-corporate-skills/tree/main/11-customer-success/ticket-triage into .claude/skills/ticket-triage/ in this project. Copy the whole folder (SKILL.md and every file beside it), keep the folder name "ticket-triage", then confirm the skill loads.Claude Code copies the folder itself, the same result as the manual copy. Check what it changed before you commit it.
$skill-installer install https://github.com/w95/awesome-claude-corporate-skills/tree/main/11-customer-success/ticket-triageType this inside Codex. $skill-installer <name> installs a curated skill from openai/skills. The installer writes to $CODEX_HOME/skills (default ~/.codex/skills). Restart Codex if the skill does not show up.
$ npx skills add w95/awesome-claude-corporate-skills --skill ticket-triage -a codexProject install goes to .agents/skills/; add -g for ~/.codex/skills/.
$ gh skill install w95/awesome-claude-corporate-skills ticket-triage --agent codexProject scope by default (.agents/skills/); add --scope user for a personal install.
$ git clone --depth 1 https://github.com/w95/awesome-claude-corporate-skills.git skills-src && mkdir -p .agents/skills && cp -r skills-src/11-customer-success/ticket-triage .agents/skills/ticket-triage && rm -rf skills-srcUse ~/.agents/skills/ instead of .agents/skills for a personal install.
Codex skills documentation · loads skills from .agents/skills/
Install the "ticket-triage" agent skill from https://github.com/w95/awesome-claude-corporate-skills/tree/main/11-customer-success/ticket-triage into .agents/skills/ticket-triage/ in this project. Copy the whole folder (SKILL.md and every file beside it), keep the folder name "ticket-triage", then confirm the skill loads.Codex copies the folder itself, the same result as the manual copy. Check what it changed before you commit it.
$ npx skills add w95/awesome-claude-corporate-skills --skill ticket-triage -a cursorProject install goes to .agents/skills/; add -g for ~/.cursor/skills/.
$ gh skill install w95/awesome-claude-corporate-skills ticket-triage --agent cursorProject scope by default (.agents/skills/); add --scope user for a personal install.
$ git clone --depth 1 https://github.com/w95/awesome-claude-corporate-skills.git skills-src && mkdir -p .cursor/skills && cp -r skills-src/11-customer-success/ticket-triage .cursor/skills/ticket-triage && rm -rf skills-srcUse ~/.cursor/skills/ instead of .cursor/skills for a personal install.
Cursor skills documentation · loads skills from .cursor/skills/, .agents/skills/, .claude/skills/, .codex/skills/
Install the "ticket-triage" agent skill from https://github.com/w95/awesome-claude-corporate-skills/tree/main/11-customer-success/ticket-triage into .cursor/skills/ticket-triage/ in this project. Copy the whole folder (SKILL.md and every file beside it), keep the folder name "ticket-triage", then confirm the skill loads.Cursor copies the folder itself, the same result as the manual copy. Check what it changed before you commit it.
$ gemini skills install https://github.com/w95/awesome-claude-corporate-skills.git --path 11-customer-success/ticket-triage--scope user (default) or --scope workspace; --path is the subfolder of the repo that holds the skill; --consent skips the security confirmation prompt.
$ npx skills add w95/awesome-claude-corporate-skills --skill ticket-triage -a gemini-cliProject install goes to .agents/skills/; add -g for ~/.gemini/skills/.
$ gh skill install w95/awesome-claude-corporate-skills ticket-triage --agent gemini-cliProject scope by default (.agents/skills/); add --scope user for a personal install.
$ git clone --depth 1 https://github.com/w95/awesome-claude-corporate-skills.git skills-src && mkdir -p .gemini/skills && cp -r skills-src/11-customer-success/ticket-triage .gemini/skills/ticket-triage && rm -rf skills-srcUse ~/.gemini/skills/ instead of .gemini/skills for a personal install, then run /skills reload.
Gemini CLI skills documentation · loads skills from .gemini/skills/, .agents/skills/
Install the "ticket-triage" agent skill from https://github.com/w95/awesome-claude-corporate-skills/tree/main/11-customer-success/ticket-triage into .gemini/skills/ticket-triage/ in this project. Copy the whole folder (SKILL.md and every file beside it), keep the folder name "ticket-triage", then confirm the skill loads.Gemini CLI copies the folder itself, the same result as the manual copy. Check what it changed before you commit it.
$ gh skill install w95/awesome-claude-corporate-skills ticket-triageInstalls for Copilot at project scope by default; add --scope user for a personal install. Preview a skill first with gh skill preview. Needs GitHub CLI 2.90.0 or later (public preview).
$ npx skills add w95/awesome-claude-corporate-skills --skill ticket-triage -a github-copilotProject install goes to .agents/skills/; add -g for ~/.copilot/skills/.
$ git clone --depth 1 https://github.com/w95/awesome-claude-corporate-skills.git skills-src && mkdir -p .github/skills && cp -r skills-src/11-customer-success/ticket-triage .github/skills/ticket-triage && rm -rf skills-srcUse ~/.copilot/skills/ instead of .github/skills for a personal install. Commit .github/skills so cloud agent and code review can use it.
GitHub Copilot skills documentation · loads skills from .github/skills/, .claude/skills/, .agents/skills/
Install the "ticket-triage" agent skill from https://github.com/w95/awesome-claude-corporate-skills/tree/main/11-customer-success/ticket-triage into .github/skills/ticket-triage/ in this project. Copy the whole folder (SKILL.md and every file beside it), keep the folder name "ticket-triage", then confirm the skill loads.GitHub Copilot copies the folder itself, the same result as the manual copy. Check what it changed before you commit it.
$ npx skills add w95/awesome-claude-corporate-skills --skill ticket-triage -a opencodeOpenCode documents no install command of its own. Project install goes to .agents/skills/; add -g for ~/.config/opencode/skills/.
$ gh skill install w95/awesome-claude-corporate-skills ticket-triage --agent opencodeProject scope by default (.agents/skills/); add --scope user for a personal install.
$ git clone --depth 1 https://github.com/w95/awesome-claude-corporate-skills.git skills-src && mkdir -p .opencode/skills && cp -r skills-src/11-customer-success/ticket-triage .opencode/skills/ticket-triage && rm -rf skills-srcUse ~/.config/opencode/skills/ instead of .opencode/skills for a personal install.
OpenCode skills documentation · loads skills from .opencode/skills/, .claude/skills/, .agents/skills/
Install the "ticket-triage" agent skill from https://github.com/w95/awesome-claude-corporate-skills/tree/main/11-customer-success/ticket-triage into .opencode/skills/ticket-triage/ in this project. Copy the whole folder (SKILL.md and every file beside it), keep the folder name "ticket-triage", then confirm the skill loads.OpenCode copies the folder itself, the same result as the manual copy. Check what it changed before you commit it.
Facts
- Skill name
ticket-triage- GitHub stars
- 239
- Token cost
- ~2k tokens
- SKILL.md length
- 867 words
- Files
- 1
- Skills in repo
- 42
- Repo updated
- First seen
- Licence
- MIT
At a glance
Triage incoming support tickets by categorizing issues, assigning priority (P1-P4), and recommending routing.
- Works in 4 steps: Search by symptom: Look for tickets with… → Search by customer: Check if this… → Search by product area: Look for recent… → …
- Customer issue comes in
- SKILL.md covers Category Taxonomy, Priority Framework, Routing Rules and Duplicate Detection, plus 2 more sections
- Instructions only: no scripts, shell commands, URLs or credentials in SKILL.md
What it does
Ticket Triage is an agent skill from w95/awesome-claude-corporate-skills. Triage incoming support tickets by categorizing issues, assigning priority (P1-P4), and recommending routing. Use when a new ticket or customer issue comes in, when assessing severity, or when deciding which team should handle an issue.
Its SKILL.md is about 2k tokens, which your agent loads only when the skill is triggered. It is a single SKILL.md file with no bundled scripts.
It sits in Sales & Support, covering Customer support. The repository describes itself as: 166 production-ready Claude AI skills organized by corporate role — executive leadership, finance, HR, marketing, sales, legal, operations, engineering, product, data, customer…. The licence is MIT.
When your agent uses it
- Customer issue comes in
- Assessing severity
- Deciding which team should handle an issue
Example prompts
- “/ticket-triage”
Workflow steps
4 steps, taken from the first numbered list in SKILL.md.
- Search by symptom: Look for tickets with similar error messages or descriptions
- Search by customer: Check if this customer has an open ticket for the same issue
- Search by product area: Look for recent tickets in the same feature area
- Check known issues: Compare against documented known issues
What it can do on your machine
Read from SKILL.md and the folder at commit 78dbc7c. It shows what the files ask for, not the result of running them.
Tool permissions
Pre-approves nothing: there is no allowed-tools line, so your agent's usual permission prompts apply.
From allowed-tools in the SKILL.md frontmatter.
Runs code
No scripts in the folder and no shell commands in SKILL.md.
From the folder's file list and the shell code blocks in SKILL.md.
Network
No URLs in SKILL.md.
From URLs in SKILL.md, links to its own repository left out.
Credentials
Names no API keys, tokens, secrets or passwords.
From names ending in _API_KEY, _TOKEN, _SECRET, _KEY or _PASSWORD in SKILL.md.
Context cost
Ticket Triage loads about 2k tokens when it runs. Until then it costs about 63 tokens; SKILL.md has 867 words of instructions outside code blocks.
Estimates: characters ÷ 4, the usual rule of thumb; real counts depend on the model's tokenizer. Scripts and assets cost tokens only if the agent reads them.
Safety
Auto-check passed
The automated check found no risky patterns in SKILL.md.
Automated static check — not a guarantee. Review scripts before installing. It scans the text of SKILL.md for risky patterns (piping downloads into a shell, reading credential files, hidden Unicode, destructive commands); files beside SKILL.md are not scanned.
SKILL.md
The full file from w95/awesome-claude-corporate-skills at commit 78dbc7c, republished under its MIT licence (© w95). 867 words, ~2,028 tokens.
Download SKILL.mdSave it as
.claude/skills/ticket-triage/SKILL.md (or your agent's skills folder).- name
- ticket-triage
- description
- Triage incoming support tickets by categorizing issues, assigning priority (P1-P4), and recommending routing. Use when a new ticket or customer issue comes in, when assessing severity, or when deciding which team should handle an issue.
Ticket Triage Skill
You are an expert at rapidly categorizing, prioritizing, and routing customer support tickets. You assess issues systematically, identify urgency and impact, and ensure tickets reach the right team with the right context.
Category Taxonomy
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 |
Category Determination Tips
- If the customer reports both a bug and a feature request, the bug is primary
- If they can't log in due to a bug, category is Bug (not Account) — root cause drives the category
- "It used to work and now it doesn't" = Bug
- "I want it to work differently" = Feature request
- "How do I make it work?" = How-to
- When in doubt, lean toward Bug — it's better to investigate than dismiss
Priority Framework
P1 — Critical
Criteria: Production system down, data loss or corruption, security breach, all or most users affected.
- The customer cannot use the product at all
- Data is being lost, corrupted, or exposed
- A security incident is in progress
- The issue is worsening or expanding in scope
SLA expectation: Respond within 1 hour. Continuous work until resolved or mitigated. Updates every 1-2 hours.
P2 — High
Criteria: Major feature broken, significant workflow blocked, many users affected, no workaround.
- A core workflow is broken but the product is partially usable
- Multiple users are affected or a key account is impacted
- The issue is blocking time-sensitive work
- No reasonable workaround exists
SLA expectation: Respond within 4 hours. Active investigation same day. Updates every 4 hours.
P3 — Medium
Criteria: Feature partially broken, workaround available, single user or small team affected.
- A feature isn't working correctly but a workaround exists
- The issue is inconvenient but not blocking critical work
- A single user or small team is affected
- The customer is not escalating urgently
SLA expectation: Respond within 1 business day. Resolution or update within 3 business days.
P4 — Low
Criteria: Minor inconvenience, cosmetic issue, general question, feature request.
- Cosmetic or UI issues that don't affect functionality
- Feature requests and enhancement ideas
- General questions or how-to inquiries
- Issues with simple, documented solutions
SLA expectation: Respond within 2 business days. Resolution at normal pace.
Show full SKILL.md (370 more words)Show less
Priority Escalation Triggers
Automatically bump priority up when:
- Customer has been waiting longer than the SLA allows
- Multiple customers report the same issue (pattern detected)
- The customer explicitly escalates or mentions executive involvement
- A workaround that was in place stops working
- The issue expands in scope (more users, more data, new symptoms)
Routing Rules
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 |
Duplicate Detection
Before creating a new ticket or routing, check for duplicates:
- Search by symptom: Look for tickets with similar error messages or descriptions
- Search by customer: Check if this customer has an open ticket for the same issue
- Search by product area: Look for recent tickets in the same feature area
- Check known issues: Compare against documented known issues
If a duplicate is found:
- Link the new ticket to the existing one
- Notify the customer that this is a known issue being tracked
- Add any new information from the new report to the existing ticket
- Bump priority if the new report adds urgency (more customers affected, etc.)
Auto-Response Templates by Category
Bug — Initial Response
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.How-to — Initial Response
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.Feature Request — Initial Response
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."]Billing — Initial Response
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]."]Security — Initial Response
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]."]Using This Skill
When triaging tickets:
- Read the full ticket before categorizing — context in later messages often changes the assessment
- Categorize by root cause, not just the symptom described
- When in doubt on priority, err on the side of higher — it's easier to de-escalate than to recover from a missed SLA
- Always check for duplicates and known issues before routing
- Write internal notes that help the next person pick up context quickly
- Include what you've already checked or ruled out to avoid duplicate investigation
- Flag patterns — if you're seeing the same issue repeatedly, escalate the pattern even if individual tickets are low priority
© w95, MIT. Rendered from Markdown: HTML in the file is shown as text, images as links, and headings moved down two levels. Raw file
Files
Just SKILL.md in 11-customer-success/ticket-triage of w95/awesome-claude-corporate-skills.
Open the folder on GitHubat commit 78dbc7c
Compare with similar skills
Ticket Triage next to the 5 skills that share the most tags, products or categories with it. Stars are the repository's; “used in” counts other GitHub owners with a copy.
| Skill | Stars | Used in | Tokens | Auto-check | Licence | Repo updated |
|---|---|---|---|---|---|---|
| Ticket Triage this skillw95/awesome-claude-corporate-skills | 239 | — | ~2k | Automated safety check: Pass | MIT | |
| Siftranknoperator/siftrank | 225 | — | ~2.9k | Automated safety check: Pass | MIT | |
| Supporthaacked/dotfiles | 134 | — | ~2.9k | Automated safety check: Pass | None | |
| Customer Support Agentmastra-ai/mastra | 29k | — | ~2.2k | Automated safety check: Pass | Custom licence | |
| Add Agent Adaptersafedep/gryph | 172 | — | ~679 | Automated safety check: Pass | Apache-2.0 | |
| Agent Support Matrixjazzyalex/agent-sessions | 894 | — | ~587 | Automated safety check: Pass | MIT |
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Add Agent Adapter
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A skill your agent uses when adding support for a new AI coding agent to Gryph, or when changing how an existing agent adapter is wired.
Agent Support Matrix
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Related
Categories
Questions about Ticket Triage
What does Ticket Triage do?
Triage incoming support tickets by categorizing issues, assigning priority (P1-P4), and recommending routing. Ticket Triage is an agent skill from w95/awesome-claude-corporate-skills. Triage incoming support tickets by categorizing issues, assigning priority (P1-P4), and recommending routing.
When should I use Ticket Triage?
Ticket Triage fits situations like: customer issue comes in; assessing severity; deciding which team should handle an issue.
How do I install Ticket Triage in Claude Code?
Run `npx skills add w95/awesome-claude-corporate-skills --skill ticket-triage -a claude-code`. Or copy the skill folder (11-customer-success/ticket-triage in w95/awesome-claude-corporate-skills) into .claude/skills/ticket-triage in your project. Claude Code loads it when a task matches its description.
How do I install Ticket Triage in Codex?
Run `npx skills add w95/awesome-claude-corporate-skills --skill ticket-triage -a codex`. Or copy the skill folder (11-customer-success/ticket-triage in w95/awesome-claude-corporate-skills) into .agents/skills/ticket-triage in your project. Codex loads it when a task matches its description.
Can I use Ticket Triage in Cursor, Gemini CLI or GitHub Copilot?
Cursor, Gemini CLI, GitHub Copilot and OpenCode also load SKILL.md folders. With the skills CLI, run `npx skills add w95/awesome-claude-corporate-skills --skill ticket-triage -a cursor` (or -a gemini-cli, github-copilot or opencode for the others). To copy it by hand, put the folder in .cursor/skills/ticket-triage, .gemini/skills/ticket-triage, .github/skills/ticket-triage and .opencode/skills/ticket-triage in your project.
What does Ticket Triage need to run?
SKILL.md names no scripts, command-line tools or credentials: Ticket Triage is instructions for the agent only.
Does Ticket Triage access the network?
SKILL.md contains no URLs. Any network use would come from the scripts or tools the agent runs. This is read from the text; nothing was executed.
Is Ticket Triage safe to install?
Our automated static check of SKILL.md found no risky patterns, such as piping downloads into a shell, reading credential files or hidden Unicode. It is not a guarantee. Review the folder before installing.
What licence does Ticket Triage use?
Ticket Triage is published under the MIT licence (the repository's licence). It allows redistribution, so the full SKILL.md is shown on this page.
How many tokens does Ticket Triage use?
About 2k tokens (SKILL.md is roughly 8.1k characters). Agents keep only the skill's name and description in context until a task matches; then they load SKILL.md in full.
What are the alternatives to Ticket Triage?
Skills that share tags, products or a category with Ticket Triage: Siftrank (noperator/siftrank, 225 stars), Support (haacked/dotfiles, 134 stars), Customer Support Agent (mastra-ai/mastra, 29k stars) and Add Agent Adapter (safedep/gryph, 172 stars). The comparison table on this page puts their stars, adoption, token cost, safety result and licence side by side.
Who maintains Ticket Triage?
w95 (a GitHub user) maintains it in w95/awesome-claude-corporate-skills, which has 239 GitHub stars. The repository holds 42 skills in this directory. The repository was last updated on February 26, 2026.
Source: w95/awesome-claude-corporate-skills on GitHub. Facts on this page come from the repository at the commit we read; the author's words are quoted as theirs.