support-triage-and-routing

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

support-triage-and-routing

GitHub

用于支持工单的优先级排序、内部路由及客户回复草稿生成。通过识别紧急程度和责任人，确保数据安全并标准化处理流程，适用于审查支持队列或起草响应场景。

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

触发场景

审查支持工单积压识别紧急事故并分配内部责任起草安全合规的客户回复

安装

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

更多选项

非标准路径

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

不安装直接使用

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.