Agent Skills
› Kiln-AI/Kiln
› ticket-routing-playbook
ticket-routing-playbook
GitHub指导如何对入站支持工单进行路由和优先级评估，根据问题类型分配至对应团队（如账单、技术支持等），并依据业务影响程度确定紧急度。
Trigger Scenarios
需要决定入站支持工单的归属团队时
需要评估工单的优先级时
Install
npx skills add Kiln-AI/Kiln --skill ticket-routing-playbook -g -y
SKILL.md
Frontmatter
{
"name": "ticket-routing-playbook",
"description": "How to pick the owning team and the priority for an inbound support ticket, including what to do when a ticket spans two teams. Use when triaging a ticket."
}
Use this skill whenever you are deciding which team owns an inbound support ticket, or what its priority should be.
Teams
billing— invoices, refunds, failed payments, plan changes, tax documents.technical_support— errors, outages, timeouts, rate limits, anything where the product is not doing what it says it does.account_management— ownership transfers, seat changes, SSO and workspace administration, renewals.product_feedback— feature requests and complaints about behaviour that is working as designed.
When a ticket touches two teams, route it to the one that can close it without a handoff. A failed payment caused by an expired card is billing, not technical_support, even though the customer describes it as an error.
Priority
| Priority | Use when |
|---|---|
urgent |
The customer cannot work at all, data is at risk, or money is moving incorrectly right now. |
high |
A core workflow is broken for the customer but a workaround exists. |
medium |
Something is wrong and it is inconvenient, but the customer can proceed. |
low |
Questions, requests, and anything the customer is not blocked on. |
Plan tier never sets priority on its own. An enterprise customer asking a how-to question is low. A free-tier customer whose data is exposed is urgent.
Summaries
Write the summary for the person picking up the ticket, not for the customer. One or two sentences, naming what broke and what the customer already tried.
Version History
- 480f9d8 Current 2026-08-20 17:37
