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.

Quality

84%

Does it follow best practices?

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Adds up to 20 points to the overall score

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Securityby

Low

Low-risk findings worth noting

Quality

Content

71%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 well-structured, actionable triage skill with clear sequencing and concrete templates, but it is a monolithic ~270-line file that would benefit from splitting long reference material into separate files and resolving placeholder tool names.

Suggestions

Move the per-category auto-response templates and the detailed priority framework into reference files (e.g. RESPONSE_TEMPLATES.md, PRIORITY_FRAMEWORK.md) and link to them from SKILL.md so the body stays a lean overview (improves progressive_disclosure).

Resolve the '~~support platform', '~~knowledge base', and '~~project tracker' placeholder names into concrete tool/connector references, or explicitly state how Claude should discover them at runtime (improves actionability).

Add an explicit validation checkpoint in the workflow — e.g., confirm the assigned priority and duplicate status before generating the final triage output — to make the sequence's checks explicit (improves workflow_clarity).

Dimension	Reasoning	Score
Conciseness	Mostly efficient domain-specific reference material (taxonomy tables, SLA framework, response templates) that earns its place rather than explaining concepts Claude already knows; the 7-point best-practices list and some template verbosity could be trimmed slightly.	4 / 5
Actionability	Provides concrete, copy-paste-ready elements — category taxonomy with signal words, priority criteria with SLA thresholds, routing table, duplicate-detection checklist, and response templates — but the '~~support platform / ~~knowledge base / ~~project tracker' placeholders are unresolved gaps.	4 / 5
Workflow Clarity	The 6-step workflow (Parse → Categorize/Prioritize → Check duplicates → Route → Generate output → Offer next steps) is clearly sequenced, though explicit validation checkpoints (e.g., confirm priority with the customer before routing) are implicit rather than stated.	4 / 5
Progressive Disclosure	Well-organized with clear section headers, but at ~270 lines everything is inlined in SKILL.md with no bundle files; the auto-response templates and full priority framework could live in separate reference files to keep the overview lean.	3 / 5
	Total	15 / 20 Passed

Description

92%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 strong, third-person description that clearly states what the skill does and when to use it with concrete, natural trigger phrases. Minor room to add escalation-related trigger terms, but overall well-scoped and distinguishable.

Dimension	Reasoning	Score
Specificity	Lists multiple concrete actions — 'Triage and prioritize', 'categorization, assigning P1-P4 priority, deciding which team should handle it', 'checking whether it's a duplicate or known issue before routing' — giving comprehensive coverage of the skill's capabilities.	5 / 5
Completeness	Explicitly answers both what ('Triage and prioritize a support ticket or customer issue') and when ('Use when a new ticket comes in and needs categorization, assigning P1-P4 priority...') with concrete trigger phrases.	5 / 5
Trigger Term Quality	Strong natural keywords users would say ('new ticket comes in', 'categorization', 'P1-P4 priority', 'duplicate', 'known issue', 'routing') with synonyms (support ticket / customer issue), though a few natural phrasings like 'escalate' are absent.	4 / 5
Distinctiveness Conflict Risk	Clear niche of ticket triage with distinct triggers (P1-P4 priority, routing decisions, duplicate detection) that make it unlikely to fire for unrelated skills.	5 / 5
	Total	19 / 20 Passed

Validation

87%

Warnings & errors only

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

Validation — 14 / 16 Passed

Validation for skill structure

Criteria	Description	Result
frontmatter_unknown_keys	Unknown frontmatter key(s) found; consider removing or moving to metadata	Warning
relative_links	Relative link issues: 1 suspicious	Warning

	Total	14 / 16 Passed

Repository: anthropics/knowledge-work-plugins
Path: customer-support/skills/ticket-triage/SKILL.md
Commit: 8444efc

Reviewed: 6 days ago

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