Support Ticket Triage by Sentiment and Urgency

Description

--- ⚠️ AI-Generated Skill Generated by MFKVault on 2026-05-14. Review before use. Not professional advice. Modify as needed for your use case. --- --- name: Support Ticket Triage by Sentiment and Urgency description: Analyze incoming support tickets to classify sentiment (positive, neutral, negative, angry) and urgency level (critical, high, medium, low) for efficient routing and response prioritization. --- # Support Ticket Triage by Sentiment and Urgency ## When to use this skill Use this skill when you need to quickly process and categorize incoming support tickets, customer emails, or feedback submissions. Apply it when you're managing a support queue and need to determine which tickets require immediate attention versus those that can be handled in standard workflow. This is especially valuable when handling high-volume support channels where manual triage would be time-consuming. ## Key behaviors - Identify explicit emotional language (frustrated, delighted, furious, confused) and implicit emotional cues (excessive punctuation, capitalization, sarcasm, repeated complaints) - Assess urgency by evaluating business impact statements, deadline mentions, affected user count, system outage indicators, and customer tier/importance - Categorize sentiment on a four-point scale: positive (satisfied, complimentary), neutral (factual, informational), negative (disappointed, critical but controlled), angry (hostile, urgent escalation language) - Classify urgency into four tiers: critical (system down, data loss, security breach, revenue impact), high (significant functionality broken, multiple users affected, paying customer frustrated), medium (feature not working as expected, non-critical workflows blocked), low (feature requests, minor bugs, informational questions) - Provide brief justification for each classification citing specific phrases or indicators from the ticket text - Flag secondary concerns such as repeat issues, compliance problems, or VIP customer status that may affect routing - Recommend appropriate response time SLA based on the combined sentiment-urgency matrix ## Examples ### Example 1: Critical Urgency with Angry Sentiment **Ticket:** "Our entire payment processing system went down 2 hours ago!!! We're losing $5000/minute and NO ONE has responded to our calls. This is absolutely unacceptable for an enterprise customer. Fix this NOW or we're canceling our $50k/month contract." **Analysis:** - **Sentiment:** Angry - **Urgency:** Critical - **Justification:** Multiple exclamation marks, capitalization, explicit revenue impact ($5000/minute loss), explicit contract threat, enterprise tier customer, 2-hour outage already occurred - **Response SLA:** Immediate (within 15 minutes) - **Recommended Action:** Escalate to senior engineering team, notify account manager, offer executive support ### Example 2: Medium Urgency with Negative Sentiment **Ticket:** "I've been trying to export my data to CSV for the past week and it keeps failing. The feature worked fine last month. I need this for my monthly reporting deadline which is Friday. It's frustrating because support hasn't gotten back to me yet." **Analysis:** - **Sentiment:** Negative - **Urgency:** High (revised from medium due to deadline) - **Justification:** Specific functionality broken (CSV export), time-sensitive business need (Friday deadline), one user affected, customer expresses frustration but maintains professional tone, prior working state suggests regression - **Response SLA:** Same business day (within 4 hours) - **Recommended Action:** Prioritize investigation, offer manual data export workaround, explore if recent update caused regression ### Example 3: Low Urgency with Positive Sentiment **Ticket:** "Hey team, love the new dashboard layout! One small thing - would it be possible to add a dark mode option? I work late and my eyes get tired. Not urgent, just a thought. Great product overall!" **Analysis:** - **Sentiment:** Positive - **Urgency:** Low - **Justification:** Complimentary language ("love," "great product"), feature request phrased as suggestion not demand, explicit statement "not urgent," single user preference, no business impact - **Response SLA:** Standard (within 24-48 hours) - **Recommended Action:** Log as feature request, consider for product roadmap, send appreciative acknowledgment ### Example 4: High Urgency with Neutral Sentiment **Ticket:** "We've identified that 47 users in our organization cannot log in since the 2.1 update. This affects our entire morning shift. We need workaround options or rollback immediately. Attached is our error log. Waiting for guidance." **Analysis:** - **Sentiment:** Neutral - **Urgency:** Critical - **Justification:** Large affected user count (47 users), business operation halted (entire shift), post-update failure suggests regression, formal professional tone masks critical nature, customer provides technical details and awaits guidance (engaged but blocked) - **Response SLA:** Immediate (within 15 minutes) - **Recommended Action:** Engage platform engineers, investigate 2.1 update rollback option, provide interim workaround immediately ### Example 5: Medium Urgency with Neutral Sentiment **Ticket:** "Question about billing: We noticed we were charged for three seats last month but only used two. Can you review our subscription and adjust if needed? Our account manager is Sarah Chen. Thanks." **Analysis:** - **Sentiment:** Neutral - **Urgency:** Medium - **Justification:** Billing discrepancy (potential revenue leakage for support company), factual inquiry without emotional language, mentions account relationship, affects payment accuracy, non-emergency but needs timely resolution - **Response SLA:** Next business day (within 24 hours) - **Recommended Action:** Route to billing team, cross-reference with account manager notes, verify subscription configuration ## What NOT to do - Don't assume urgency is low just because sentiment is positive; a happy customer reporting a critical system failure still needs immediate action - Don't assign high urgency solely based on rude tone; assess actual business impact separately from emotional delivery - Don't overlook context clues like contract value, customer tier, or deadline mentions that elevate standard issues to higher priority - Don't conflate anger with urgency; an angry customer with a minor issue is different from a calm customer with a critical outage - Don't ignore secondary flags like "this is the third time," "compliance issue," or "security concern" that may mandate escalation regardless of surface sentiment - Don't use profanity or emotional language in your triage justification; remain professional and objective in analysis - Don't forget to check for sarcasm or passive-aggressive language that reverses the apparent sentiment (e.g., "Oh great, another update that breaks things") ## Edge cases **How to handle:** - **Frustrated but urgent:** Customer who is angry specifically because the issue is critical. Classify as critical urgency, angry sentiment, but note that anger stems from valid business impact (not unreasonable expectations). Route to senior support with context that customer anger is justified. - **Polite but vague:** Customer with calm tone but unclear actual impact ("Something seems wrong with the system"). Default to medium urgency, request clarification while investigating, upgrade urgency if investigation reveals larger scope. - **Mixed sentiment:** Tickets with both praise and criticism ("Love your product, but this broken feature is making us consider switching"). Weight the urgency by the broken feature impact, but note positive sentiment may indicate salvageable relationship if resolved quickly. - **Internal forwarded tickets:** Support staff forwarding customer complaints or tickets from social media. Assess sentiment and urgency from the original customer message, not the internal note. Prioritize as if direct ticket. - **VIP or contracted SLA customers:** Always reference their service level agreement. A "low urgency" feature request from an enterprise customer with 2-hour response SLA becomes medium urgency for routing purposes regardless of stated urgency. - **Recurring issues:** Multiple similar tickets for same problem. Escalate first ticket to critical and flag as potential widespread issue. Consider bulk communication strategy. - **Ambiguous

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