Автоматический триаж тикетов поддержки

★ 7.3 · content

ticket-triage is a Claude Code skill that categorizes, prioritizes, and routes incoming support tickets, producing a structured triage assessment with a suggested initial response. It extracts the core problem, urgency signals, and customer context, then assigns a primary category from a fixed taxonomy — bug, how-to, feature request, billing, account, integration, security, data, or performance — along with a P1–P4 priority and a target team or queue. Before routing, the skill checks for duplicates and known issues across the support platform, knowledge base, and project tracker. The output includes an issue summary, impact scope, workaround availability, related tickets, and internal notes for the handling agent. After presenting the triage, it offers to draft a full customer reply, dig up more context, or hand off via /customer-escalation — useful for support teams processing high volumes of inbound requests consistently.