Ticket Triage System
Categorize, prioritize, and route incoming support tickets automatically
New tickets sit in a general queue for hours because manual triage is a bottleneck — urgent issues get buried under password resets. This playbook automatically categorizes, prioritizes, and routes incoming support tickets to the right team based on content analysis and business rules.
Who it's for: support operations managers building automated ticket routing to reduce response times, customer experience directors implementing priority-based ticket handling across teams, help desk managers reducing manual triage workload for their support agents, IT service desk leads routing tickets by category to specialized support tiers, growing support teams that can't scale manual triage with increasing ticket volume
Example
"Set up automatic ticket triage for our 500 daily support tickets" → Triage pipeline: ticket content analysis for automatic category assignment (billing, technical, account, feature request), priority scoring based on customer tier, issue severity, and SLA requirements, automated routing to specialized agent queues, escalation rules for VIP accounts and critical issues, and triage accuracy dashboard showing category distribution and routing performance
CLAUDE.md Template
New here? 3-minute setup guide → | Already set up? Copy the template below.
npx ccplaybooks add ticket-triage-system# Ticket Triage System
Categorize, prioritize, and route an incoming support ticket or customer issue. Produces a structured triage assessment with a suggested initial response.
## Usage
Provide a ticket text, customer message, or issue description for triage.
Examples:
- "Customer says their dashboard has been showing a blank page since this morning"
- "I was charged twice for my subscription this month"
- "User can't connect their SSO -- getting a 403 error on the callback URL"Get new playbooks like this one
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What This Does
This playbook turns Claude into a ticket triage assistant that categorizes incoming support tickets by type (bug, how-to, billing, security, etc.), assigns P1-P4 priority based on impact and urgency, checks for duplicates and known issues, recommends routing to the right team, and drafts an initial customer response -- all in a structured, consistent format.
Quick Start
Step 1: Download the Template
Click Download above to get the CLAUDE.md file.
Step 2: Set Up Your Project
Create a project folder and place the template inside:
support-triage/
CLAUDE.md
Step 3: Start Working
claude
Say: "Triage this ticket: Customer says their dashboard has been showing a blank page since this morning"
Triage Output Format
Every triaged ticket produces a structured assessment including:
- Category -- Primary and optional secondary classification (bug, how-to, feature request, billing, account, integration, security, data, performance)
- Priority -- P1 (Critical) through P4 (Low) with justification
- Issue Summary -- 2-3 sentence description of the customer experience
- Key Details -- Customer info, impact scope, workaround availability, related tickets
- Routing Recommendation -- Which team should handle this and why
- Suggested Initial Response -- Draft customer-facing reply
- Internal Notes -- Context for the agent picking up the ticket
Priority Framework
| Priority | Criteria | Response SLA |
|---|---|---|
| P1 -- Critical | Production down, data loss, security breach | 1 hour |
| P2 -- High | Major feature broken, no workaround, many users | 4 hours |
| P3 -- Medium | Partially broken, workaround available | 1 business day |
| P4 -- Low | Cosmetic, feature request, general question | 2 business days |
Routing Rules
| Route to | When |
|---|---|
| Tier 1 (frontline) | How-to questions, known issues, billing inquiries, password resets |
| Tier 2 (senior) | Bugs requiring investigation, complex config, integration troubleshooting |
| Engineering | Confirmed bugs needing code fixes, infrastructure issues |
| Product | Feature requests with demand, design decisions |
| Security | Data access concerns, vulnerability reports, compliance |
| Billing/Finance | Refund requests, contract disputes |
Tips
- Categorize by root cause, not just the symptom described
- When in doubt on priority, err higher -- it is easier to de-escalate than to recover from a missed SLA
- Always check for duplicates and known issues before routing
- Flag patterns -- repeated issues should be escalated even if individual tickets are low priority
- "It used to work and now it doesn't" = Bug. "I want it to work differently" = Feature request
Example Prompts
"Triage this ticket: Customer says their dashboard has been blank since this morning."
"I was charged twice for my subscription this month -- triage this."
"User can't connect their SSO, getting a 403 error on the callback URL."
"Feature request: they want to export reports as PDF. Triage and route."
"We're getting multiple reports of slow load times across all dashboards -- triage this."