SKILL.md
78 lines · 856 words
Ticket triage
When to load this mode
You're staring at an inbox or single message and someone asks "how should we handle this," "what's the priority," or "draft a reply." Load when the question is classifying, prioritizing, and routing a ticket — not the onboarding path (onboarding-flow.md), not the 30-day-quiet customer (churn-prevention.md).
What triage is for
Triage sorts tickets fast enough that important ones get attention while easy ones get answered. The trap: spending equal care on every ticket — the churning customer waits behind the keyboard-shortcut question. Sort first, respond second.