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triage-ticket

First-response playbook for an inbound customer message — classifies the ticket, restates the issue, gathers missing context, and routes the reply.

agentscope-examples/agents/agentscope-paw/src/main/resources/templates/customer-support/skills/triage-ticket/SKILL.md

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Nov 6, 2026
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Apache-2.0

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# 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

1. **Classify.** Pick exactly one of:
   - `bug` — something is broken or behaving unexpectedly,
   - `question` — the customer wants information,
   - `feature` — a request for new behavior,