ticket-classification
Classify support tickets by urgency and category. Use when analyzing tickets, determining priority, routing customer requests, or when user asks to classify, triage, or categorize support tickets.
81
72%
Does it follow best practices?
Impact
99%
1.37xAverage score across 3 eval scenarios
Passed
No known issues
Optimize this skill with Tessl
npx tessl skill review --optimize ./lesson-04-claude-code-config/exercise/solution/.claude/skills/ticket-classification/SKILL.mdEvaluation results
100%
61%Support Inbox Triage
Batch triage with escalation and routing
JSON array output
100%
100%
All required fields present
30%
100%
Ticket-1 urgency URGENT
0%
100%
Ticket-1 escalation triggered
12%
100%
Ticket-1 enterprise tier recognized
100%
100%
Ticket-2 billing category
100%
100%
Ticket-2 finance routing
33%
100%
Ticket-2 not escalated
33%
100%
Ticket-3 enterprise HIGH escalation
20%
100%
Ticket-3 technical category
42%
100%
Key indicators populated
0%
100%
SLA deadlines present
0%
100%
User count used for urgency
20%
100%
No over-escalation of ticket-2
80%
100%
98%
8%Support Inbox Classification
Ambiguous multi-issue ticket classification
Request-A highest urgency wins
100%
100%
Request-A multiple categories noted
100%
100%
Request-A misleading subject ignored
100%
100%
Request-B tier defaults to standard
50%
100%
Request-B information gaps noted
62%
100%
Request-B conservative classification
100%
100%
Request-B multiple categories
100%
100%
Request-C business impact drives urgency
100%
100%
Request-C technical routing
87%
100%
JSON output format
100%
100%
notes.md present
100%
100%
No over-escalation
66%
66%
100%
13%Auto-Resolve Screening for Support Queue
Auto-resolve screening criteria accuracy
Ticket-alpha auto-resolve true
100%
100%
Ticket-alpha KB suggestion
100%
100%
Ticket-alpha LOW urgency
100%
100%
Ticket-beta NOT auto-resolve
100%
100%
Ticket-beta HIGH or URGENT
62%
100%
Ticket-beta technical category
50%
100%
Ticket-gamma auto-resolve true
100%
100%
Ticket-gamma KB suggestion
100%
100%
Ticket-delta NOT auto-resolve
100%
100%
No over-escalation of LOW tickets
100%
100%
JSON output format
30%
100%
Resolution decisions file
100%
100%
Customer tier correct
100%
100%
- Repository
- udacity/cd14715-claude-code-classroom
- Commit
6820a25
- Evaluated
- Agent
- Claude Code
- Model
- Claude Sonnet 4.6
Table of Contents
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