— Operations & Process
Assesses support tickets against live account context and support policy to produce a clear routing decision, with severity, contractual urgency and the reason for each recommendation made explicit.
1–2 hours → ~5 minutes
For one document, brief or record at a time
No coding required
— USE CASES
Assigns tickets to self-service, first-line support, specialist support or escalation using customer impact, business impact, contractual urgency and complexity. Each decision includes the supporting assessment and applicable policy.
Uses account tier, contracted service levels, incident counts and recent support history to assess urgency. Highlights breached commitments that override the standard routing assessment.
Identifies security concerns, reported data loss and missing required information as explicit exceptions to standard scoring. Reserves escalated cases for support lead review and approval.
Provides a recorded decision with a score breakdown, any overriding condition and the relevant policy clause. Preserves decision history to support recognition of repeat issues and scrutiny of routing choices.
Support triage becomes inconsistent when ticket details, account commitments and escalation policies sit apart. Everyday support queue triage is the typical trigger — assigns tickets to self-service, first-line support, specialist support or escalation using customer impact, business impact, contractual urgency and complexity. Each decision includes the supporting assessment and applicable policy. Get it right and the conclusion holds up in the room; get it rushed and it gets picked apart. Either way it costs roughly 1–2 hours of experienced attention.
As a Skill, the work is already sequenced. You bring the evidence, and the run produces self-service, first-line, specialist or escalation routing decision plus severity assessment and score breakdown. The criteria, ordering and review points that make the answer trustworthy are encoded in the Skill itself — which is the difference between a structured method and a prompt someone pastes in. The practical effect: 1–2 hours of manual work becomes a ~5 minutes run, held to an identical standard on the tenth engagement as on the first.
Ticket Triage & Routing Engine exports as a structured SKILL.md file and is MCP-ready, so the same method runs in ChatGPT, Claude, Copilot or your own AI products. Adapt it to your methodology, and the intelligence stays yours — not locked to one vendor.
Identifies where adoption of a new system, process or way of working stalls after go-live, with an evidence-backed report on barriers, workarounds and differences between functions.
Assesses AI readiness through anonymous staff evidence, identifying where AI can improve day-to-day work and the practical barriers that could prevent those gains.
Maps how an organisation actually operates using anonymous accounts from its people, producing an evidence-backed diagnostic of responsibilities, decisions, handoffs and duplicated effort.
Reads a set of weekly status notes for progress, blockers and RAG, charts the trend, and writes an executive digest focused on trajectory.
Reviews a proposed change against your change policy and returns a governed advisory decision — approve, approve with conditions, defer to the change board or reject — weighing risk, blast radius and rollback, with a change manager sign-off required before anything reaches production.
Assesses a refund or compensation request against the contract terms and refund policy that govern it, then returns a decision on approving it in full, in part, offering a goodwill gesture or declining, with every element of the remedy traced to the clause that allows it and anything beyond an agent's authority routed for review.
