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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.

78

1.37x
Quality

73%

Does it follow best practices?

Impact

99%

1.37x

Average score across 3 eval scenarios

SecuritybySnyk

Passed

No findings from the security scan

Fix and improve this skill with Tessl

tessl review fix ./lesson-04-claude-code-config/exercise/solution/.claude/skills/ticket-classification/SKILL.md
SKILL.md
Quality
Evals
Security

Quality

Content

56%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 thorough, actionable classification skill with a clear process, worked examples, and an output schema. Its weaknesses are redundancy (indicator and routing guidance repeated across sections) and a monolithic structure where the keyword reference tables would benefit from being split into a separate file.

Suggestions

De-duplicate the indicator lists: keep the keyword/category tables once in 'Classification Matrix' and remove the near-identical restatements in the 'Tips' section, or have Tips only add net-new framing (impact scope, business impact).

Move the bulky urgency-keyword and category-indicator reference tables into a references/ file (e.g., indicators.md) and link to it from SKILL.md, reducing the inline wall of text and improving progressive_disclosure.

Add an explicit validation/feedback checkpoint to the Classification Process (e.g., 'Re-check key_indicators against the matrix; if confidence < 0.7, flag as ambiguous') to lift workflow_clarity toward 5.

DimensionReasoningScore

Conciseness

The same indicator lists appear twice — urgency keywords (lines 33-55) are restated in 'Tips > Finding Urgency Indicators' (lines 210-221), category indicators (lines 59-83) repeat in 'Tips > Categorizing Accurately' (lines 224-238), and routing logic recurs in three places — making it noticeably padded with redundant sections rather than lean.

2 / 5

Actionability

Concrete, specific guidance throughout: a classification matrix with response times, explicit keyword indicator lists, three fully-worked examples with reasoning, and a complete JSON output schema — actionable for an instruction-only skill, with only minor gaps (no confidence-calibration guidance).

4 / 5

Workflow Clarity

A clearly sequenced 7-step 'Classification Process' plus a 'Quality Checklist' checkpoint; since this is a read-only classification task (not destructive/batch), the validation cap does not apply, but explicit validation/feedback checkpoints are absent so it stops short of the 5 anchor.

4 / 5

Progressive Disclosure

The file is well-sectioned with clear headers, but at ~280 lines it is monolithic with bulky reference-style keyword/category tables inlined that would be better placed in a separate reference file, and no external references are used to offload them.

3 / 5

Total

13

/

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 strong description that clearly pairs a concrete 'what' with explicit 'when' trigger guidance and good natural-language synonyms. The main gap is specificity: it names two classification axes but omits routing/SLA actions the skill actually performs.

DimensionReasoningScore

Specificity

The phrase 'Classify support tickets by urgency and category' names the domain and two concrete classification dimensions, but does not enumerate further actions (e.g., routing, SLA assignment) so coverage is not comprehensive — matching the '1-2 concrete actions' anchor rather than the 4 anchor's 'several specific actions'.

3 / 5

Completeness

It explicitly states both what ('Classify support tickets by urgency and category') and when ('Use when analyzing tickets, determining priority, routing customer requests, or when user asks to classify, triage, or categorize support tickets') with concrete trigger phrases, matching the top anchor.

5 / 5

Trigger Term Quality

Natural trigger phrases are well covered — 'analyzing tickets, determining priority, routing customer requests, classify, triage, categorize support tickets' — giving strong synonym coverage, though a few common variations (e.g., 'escalate', 'SLA') are absent, keeping it just below the comprehensive 5 anchor.

4 / 5

Distinctiveness Conflict Risk

The support-ticket triage niche with ticket-specific triggers (triage, route, prioritize tickets) is mostly distinct from other skills, with only minor overlap risk against generic 'customer support' skills, fitting the 'mostly distinct' anchor rather than the fully-clear-niche 5 anchor.

4 / 5

Total

16

/

20

Passed

Validation

93%

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

Validation — 15 / 16 Passed

Validation for skill structure

CriteriaDescriptionResult

allowed_tools_field

'allowed-tools' contains unusual tool name(s)

Warning

Total

15

/

16

Passed

Repository

udacity/cd14715-claude-code-classroom

Path

lesson-04-claude-code-config/exercise/solution/.claude/skills/ticket-classification/SKILL.md

Reviewed

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