support-triage-and-routing

Agent Skills › odysseus-dev/odysseus › support-triage-and-routing

support-triage-and-routing

GitHub

用于处理支持工单的优先级排序、内部路由及客户回复草稿拟定。通过评估紧急程度和责任人，生成结构化摘要与升级报告，确保数据安全与响应合规。

resources/skills/communication/support-triage-and-routing/SKILL.md odysseus-dev/odysseus

Trigger Scenarios

审查支持积压工单识别紧急故障事件分配内部团队责任起草客户回复

Install

npx skills add odysseus-dev/odysseus --skill support-triage-and-routing -g -y

More Options

Non-standard path

npx skills add https://github.com/odysseus-dev/odysseus/tree/dev/resources/skills/communication/support-triage-and-routing -g -y

Use without installing

npx skills use odysseus-dev/odysseus@support-triage-and-routing

指定 Agent (Claude Code)

npx skills add odysseus-dev/odysseus --skill support-triage-and-routing -a claude-code -g -y

安装 repo 全部 skill

npx skills add odysseus-dev/odysseus --all -g -y

预览 repo 内 skill

npx skills add odysseus-dev/odysseus --list

SKILL.md

Frontmatter

{
    "name": "support-triage-and-routing",
    "tags": [
        "support",
        "triage",
        "urgency",
        "routing",
        "drafts"
    ],
    "source": "builtin",
    "status": "published",
    "created": "2026-08-30T00:00:00Z",
    "version": "1.0.0",
    "category": "communication",
    "confidence": 1,
    "description": "Prioritize support requests, identify owners, route internally, and prepare safe customer drafts"
}

When to Use

Use when reviewing a support backlog, identifying urgent incidents, assigning internal ownership, or drafting customer responses.

Do not use when the request is merely to summarize an unrelated inbox or when sender identity cannot be established safely.

Procedure

Read each in-scope request in full and retain its stable message or ticket identifier.
Resolve whether the sender is internal or external and identify the responsible internal team from available contacts and service ownership data.
Classify urgency from impact and time sensitivity: critical for outage, data loss, security exposure, or imminent contractual breach; high for a blocked user without a workaround; medium for degraded service with a workaround; low for non-blocking inquiries.
Record a concise problem statement, evidence, affected scope, workaround, owner, next action, and response deadline.
Route internally only when the user has authorized operational messaging; prepare external responses as reviewable drafts by default.
Re-read created assignments or drafts and produce an escalation summary grouped by urgency.

Pitfalls

Do not infer severity from emotional language alone.
Do not expose one customer's data in another customer's response.
Do not send externally when the task calls for triage or drafting.
Do not mark an issue routed without a stable owner or observable routing result.

Verification

Every issue has a stable source identifier, urgency rationale, owner, and next action.
Critical and high items have explicit response targets and escalation state.
External communication is a draft unless the user explicitly authorized sending.