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.mdQuality
Discovery
89%Based on the skill's description, can an agent find and select it at the right time? Clear, specific descriptions lead to better discovery.
This is a strong skill description that clearly defines its purpose and provides excellent trigger coverage with a well-structured 'Use when...' clause. The main weakness is that the 'what' portion could be slightly more specific about concrete actions beyond classification (e.g., generating priority scores, suggesting routing destinations, producing categorization reports).
Suggestions
Expand the capability list with more concrete actions, e.g., 'Classify support tickets by urgency and category, assign priority scores, suggest routing destinations, and generate triage summaries.'
| Dimension | Reasoning | Score |
|---|---|---|
Specificity | Names the domain (support tickets) and some actions (classify by urgency and category), but doesn't list multiple concrete actions beyond classification. It could mention specific outputs or methods. | 2 / 3 |
Completeness | Clearly answers both 'what' (classify support tickets by urgency and category) and 'when' (explicit 'Use when...' clause covering analyzing tickets, determining priority, routing, classifying, triaging, or categorizing). | 3 / 3 |
Trigger Term Quality | Excellent coverage of natural terms users would say: 'tickets', 'priority', 'routing', 'customer requests', 'classify', 'triage', 'categorize', 'support tickets'. These are all terms a user would naturally use. | 3 / 3 |
Distinctiveness Conflict Risk | Very specific niche around support ticket classification and triage. The combination of 'support tickets', 'urgency', 'triage', and 'routing' creates a distinct identity unlikely to conflict with other skills. | 3 / 3 |
Total | 11 / 12 Passed |
Implementation
55%Reviews the quality of instructions and guidance provided to agents. Good implementation is clear, handles edge cases, and produces reliable results.
The skill is highly actionable with clear examples, a well-defined output schema, and good workflow structure including validation checklists. However, it is severely bloated—much of the content (keyword lists, tips, pitfalls, success criteria) is redundant or explains things Claude already knows. The monolithic structure with no progressive disclosure compounds the verbosity problem.
Suggestions
Cut content by ~50%: remove the 'Tips' section (duplicates the classification matrix), the 'Success Criteria' section (restates obvious goals), and the 'When to Use This Skill' section (already in frontmatter description).
Move the detailed keyword indicator lists and examples into a separate reference file (e.g., KEYWORDS.md or EXAMPLES.md) and reference them from the main skill.
Consolidate the 'Common Pitfalls' into the classification process steps rather than listing them separately at the end.
Remove explanatory phrases like 'This skill teaches Claude how to...' and 'A good classification should...' — these waste tokens on meta-commentary Claude doesn't need.
| Dimension | Reasoning | Score |
|---|---|---|
Conciseness | Extremely verbose at ~250+ lines. Extensively explains concepts Claude already knows (what urgency levels mean, how to read tickets, what billing vs technical means). The keyword lists, tips section, common pitfalls, and success criteria are largely redundant with each other and with Claude's existing knowledge. The 'When to Use This Skill' section restates the obvious. Could be reduced to ~40% of current size without losing actionable content. | 1 / 3 |
Actionability | Provides a clear classification matrix, concrete keyword indicators, three worked examples with full input/output, a specific JSON output schema, and explicit decision criteria for special cases like escalation and auto-resolve. The guidance is specific and directly executable. | 3 / 3 |
Workflow Clarity | The 7-step classification process is clearly sequenced, the quality checklist serves as a validation checkpoint before finalizing, and special cases (escalation triggers, auto-resolve candidates, ambiguous cases) provide clear decision branches. For a classification task, this level of workflow structure with a verification checklist is appropriate. | 3 / 3 |
Progressive Disclosure | Monolithic wall of text with no references to external files. The keyword lists, tips, common pitfalls, and detailed examples could easily be split into separate reference files. Everything is inline in one massive document with no bundle files to support it. | 1 / 3 |
Total | 8 / 12 Passed |
Validation
90%Checks the skill against the spec for correct structure and formatting. All validation checks must pass before discovery and implementation can be scored.
Validation — 10 / 11 Passed
Validation for skill structure
| Criteria | Description | Result |
|---|---|---|
allowed_tools_field | 'allowed-tools' contains unusual tool name(s) | Warning |
Total | 10 / 11 Passed | |
- Repository
- udacity/cd14715-claude-code-classroom
- Commit
6820a25
- Reviewed
Table of Contents
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