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ticket-routing-playbook

How to pick the owning team and the priority for an inbound support ticket, including what to do when a ticket spans two teams. Use when triaging a ticket.

70

Quality

86%

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SecuritybySnyk

Low

Low-risk findings worth noting

SKILL.md
Quality
Evals
Security

Quality

Content

93%Weight 40%Scale 1-5

Reviews the quality of instructions and guidance provided to agents. Good implementation is clear, handles edge cases, and produces reliable results.

A tight, highly actionable instruction-only skill that gives concrete routing and priority rules with a worked example and clear summary guidance, all well-organized into sections. The only gap is the absence of an explicitly sequenced workflow.

Suggestions

Add a brief one-line workflow at the top, e.g. '1. Assign team → 2. Set priority → 3. Write summary', to make the sequence explicit.

Include a one-line example summary to make the Summaries section fully copy-paste ready.

DimensionReasoningScore

Conciseness

Lean and efficient with no padding or explanation of concepts Claude already knows; every line — including the worked disambiguation example — earns its place, matching the level-5 anchor.

5 / 5

Actionability

Concrete decision rules throughout: scoped team definitions, a priority table with explicit criteria, a worked two-team tiebreaker example, a plan-tier caveat, and a specific summary format, covering the common triage cases.

5 / 5

Workflow Clarity

Content is well-organized into Teams, Priority, and Summaries sections that imply a clear classify-then-summarize flow, but there is no explicit step sequencing or checkpoint, keeping it just below level 5.

4 / 5

Progressive Disclosure

A short, single-file skill with no need for external references and clean section headers, which the rubric's simple-skill note explicitly permits to score 5 on progressive disclosure.

5 / 5

Total

19

/

20

Passed

Description

78%Weight 40%Scale 1-5

Based on the skill's description, can an agent find and select it at the right time? Clear, specific descriptions lead to better discovery.

A concise, third-person description that clearly states what the skill does and when to use it, with concrete routing/priority actions and a distinct niche. The main weakness is the thin single-clause trigger that omits synonym variations.

Suggestions

Broaden the trigger clause with natural variations, e.g. 'Use when triaging, routing, or assigning priority to an inbound support ticket.'

Add the explicit output the skill produces (e.g. 'and writing the handoff summary') to make the 'what' fully comprehensive.

DimensionReasoningScore

Specificity

Lists three concrete actions — 'pick the owning team', 'pick the priority', and 'what to do when a ticket spans two teams' — with only minor coverage gaps, matching the anchor that lists several specific actions.

4 / 5

Completeness

Both 'what' (pick team and priority for an inbound ticket) and 'when' ('Use when triaging a ticket') are explicit, but the single trigger clause lacks the varied 'or when the user mentions…' phrasing that defines level 5.

4 / 5

Trigger Term Quality

Natural terms a user would say are present — 'support ticket', 'inbound support ticket', 'triaging a ticket' — giving good keyword coverage, though synonyms like 'route' or 'assign' are missing, so it is not level 5.

4 / 5

Distinctiveness Conflict Risk

The niche is clearly carved — ownership routing and priority assignment for inbound support tickets — with distinct triggers and minimal overlap risk with other skills.

5 / 5

Total

17

/

20

Passed

Validation

100%

Checks the skill against the spec for correct structure and formatting. All validation checks must pass before discovery and implementation can be scored.

Validation — 16 / 16 Passed

Validation for skill structure

No warnings or errors.

Repository
Kiln-AI/Kiln
Reviewed

Table of Contents

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