What it does
Reads each new ticket's subject and body, assigns an urgency tier (critical, high, normal, low) based on language cues like outage or refund, and tags it with a topic (billing, bug, how-to, feature request) so the queue is pre-sorted. Flags anything that mentions data loss, security, or payment failure for immediate human review rather than waiting in the default order.
Install
This skill isn't packaged in an installable registry. It's a plain SKILL.md file you can copy directly. Copy it from the SKILL.md tab and save it at the path for your assistant:
Use it in your AI assistant
Claude Code
.claude/skills/support-ticket-triager/ (or ~/.claude/skills/support-ticket-triager/ for all projects)
GitHub Copilot (VS Code)
.github/skills/support-ticket-triager/
OpenAI Codex
.codex/skills/support-ticket-triager/
Cursor
.cursor/skills/support-ticket-triager/ (or ~/.cursor/skills/support-ticket-triager/ globally)
Compatibility
Works with any WordPress helpdesk or support plugin that exposes tickets via REST API or CSV export; no special plugin required beyond the ticket source itself.
The complete SKILL.md for this skill:
---
name: support-ticket-triager
description: Use when a user wants new support tickets sorted by urgency and topic before an agent reads them, or asks to "triage the queue" or "sort tickets".
---
# Support Ticket Triager
## When to use
A batch of new or unassigned support tickets has piled up and the user wants them pre-sorted by urgency and topic before an agent works through them one by one.
## Procedure
1. Pull new/unassigned tickets from the support queue.
2. Read the subject and first message body of each ticket and extract topic keywords.
3. Assign an urgency tier using explicit signals (down, can't login, charged twice, broken checkout = high/critical; general questions = normal/low).
4. Tag each ticket with a topic label from an approved taxonomy (billing, bug, how-to, account, feature-request).
5. Escalate anything referencing security, data loss, or payment disputes for immediate human review rather than auto-closing or auto-replying to it.
6. Output a sorted queue summary (ticket id, urgency, topic, one-line reason) for the human agent.
## Guardrails
- Never send a reply to the customer, this skill only sorts and tags; a human still responds.
- If urgency is ambiguous, default to the higher tier rather than guessing low.