agentscope-ai/triage-ticket
agentscope-examples/agents/agentscope-builder/src/main/resources/templates/customer-support/skills/triage-ticket/SKILL.md
First-response playbook for an inbound customer message — classifies the ticket, restates the issue, gathers missing context, and routes the reply.
$ install --global
skillsauthnpx skillsauth add agentscope-ai/agentscope-java triage-ticketInstall this skill globally with one command. Works with Claude Code, Cursor, and Windsurf.
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Last scanned: May 27, 2026, 5:08 AM108.5s1 file scanned
SKILL.md
- name:
- triage-ticket
- description:
- First-response playbook for an inbound customer message — classifies the ticket, restates the issue, gathers missing context, and routes the reply.
Triage an inbound ticket
A playbook for the first response to a new customer message.
When to use
A customer message has arrived and you have not yet replied to it.
Steps
- Classify. Pick exactly one of:
bug— something is broken or behaving unexpectedly,question— the customer wants information,feature— a request for new behavior,escalation— out-of-policy, refund > $100, abusive, legal, or compliance-flavored.
- Restate. Reply to the customer with: a one-sentence empathy line, then "Just to make sure I understand: …" with the issue in your own words.
- Gather. If the ticket id is missing, ask for it now. If you need reproduction steps, account email, or order number, ask for them as a numbered list.
- Respond.
- For
bugorquestion: search workspace docs (grep_files,memory_search) and prior sessions (session_search) for an existing answer; reply with the solution and a citation. - For
feature: thank them, log the request in your reply (the runtime captures it), and set expectations. - For
escalation: hand off toescalation-routerand tell the customer a human will follow up within one business day.
- For
- Close. Apply the closing rules from
AGENTS.md.
Output
A single customer-facing message. Do not include the classification label in the message body — keep it as the first line of your internal scratch.
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