mongo-ai/posthog-ticket-intake
.claude/skills/posthog-ticket-intake/SKILL.md
Normalize an incoming support ticket into structured investigation inputs: product area, identifiers, scope clues, URLs, timeframe, and likely first diagnostic path.
tools
Updated Apr 16, 2026
$ install --global
skillsauthnpx skillsauth add mongo-ai/posthog-triage-agent posthog-ticket-intakeInstall this skill globally with one command. Works with Claude Code, Cursor, and Windsurf.
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SKILL.md
- name:
- posthog-ticket-intake
- description:
- >-
Ticket intake workflow
Your job is to convert messy support language into structured investigation input.
Extract
- Ticket summary
- Issue type (pick one primary, optional secondary):
| Type | Signal words | Notes | |------|-------------|-------| | Bug | error, broken, crash, not working, unexpected, wrong, failing, "used to work" | If both bug + feature request, bug is primary | | How-to | how do I, can I, where is, setting up, configure, help with | If it needs a walkthrough, it's how-to | | Feature request | would be great if, wish I could, any plans to, requesting | "I want it to work differently" | | Account | login, password, access, permission, SSO, locked out, org, billing | Includes billing and access issues | | Integration | API, webhook, integration, connect, OAuth, sync, third-party | Connecting PostHog to external tools | | Data | missing data, export, import, migration, incorrect data, duplicates | Data quality and movement | | Performance | slow, timeout, latency, down, unavailable, degraded | Speed and reliability |
When in doubt, lean toward Bug — better to investigate than dismiss. "It used to work and now it doesn't" = Bug. "I want it to work differently" = Feature request.
- Product area guess:
- events
- replay
- feature flags / experiments
- error tracking
- surveys
- pipelines / CDP
- data warehouse
- web analytics
- unknown / mixed
- Distinct IDs
- Person IDs / emails / external IDs
- Event names
- Flag keys
- Error issue IDs / fingerprints / exception names
- Relevant URLs
- Time range
- Reported impact:
- single user
- segment
- broad / systemic
- Reproduction clues
- Suspected environment:
- web
- backend
- mobile
- mixed
- Plan tier signal (if detectable):
- Free / Pay-as-you-go / Boost / Scale / Enterprise / Unknown
Output format
## Normalized Ticket Intake
**Summary**: ...
**Issue Type**: [Bug / How-to / Feature request / Account / Integration / Data / Performance]
**Likely Product Area**: ...
**Plan Tier**: [Free / PAYG / Boost / Scale / Enterprise / Unknown]
**SLA Target**: [community only / 72h / 48h / 24h / 8h calendar hours / Unknown]
**Identifiers Found**:
- distinct_id: ...
- event: ...
- flag_key: ...
- issue_id / exception: ...
**Relevant URL(s)**: ...
**Time Window**: ...
**Blast Radius Guess**: ...
**Recommended First Skill**: ...
**Missing but useful details**:
- ...
Rules
- Do not invent identifiers that are not present.
- If multiple product areas are possible, say so.
- Prefer narrow first investigation paths.
- Include platform (web/iOS/Android/Flutter/backend) in the output — this determines which diagnosis workflow branch to follow.
After intake
Immediately kick off these searches in parallel (do not wait for diagnosis skill):
- GitHub issue search on the relevant SDK repo for the core symptom keywords
- PostHog docs search for the symptom/product area This front-loads evidence gathering while the diagnosis skill runs.
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