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 them by emotional sentiment (angry, frustrated, neutral, satisfied) and actionable urgency (critical, high, medium, low) to prioritize response allocation and route tickets appropriately. --- # Support Ticket Triage by Sentiment and Urgency ## When to use this skill Use this skill when you're reviewing incoming support tickets and need to quickly categorize them for team routing and response prioritization. Apply it when analyzing customer inquiries, bug reports, feature requests, or complaints to determine which issues need immediate attention versus those that can be scheduled. This is especially useful when you have a high volume of tickets and limited resources. ## Key behaviors - **Identify emotional sentiment markers**: Scan for explicit emotional language (exclamation marks, caps lock, profanity), tone indicators (sarcasm, urgency words like "ASAP" or "immediately"), and context clues (repeated attempts to contact, escalation language) to determine if the customer is angry, frustrated, neutral, or satisfied. - **Assess business impact urgency**: Evaluate whether the issue blocks critical workflows (system down, data loss, security breach = critical), significantly impacts productivity (feature broken, workflow delayed = high), minor inconvenience (cosmetic bug, documentation unclear = medium), or is speculative/future-focused (feature request, general question = low). - **Cross-reference sentiment with urgency**: Recognize that high sentiment (angry customer) doesn't always mean high urgency (angry about a low-impact issue), and vice versa. A neutral customer reporting a critical system outage should be prioritized over an angry customer with a feature request. - **Flag escalation triggers**: Identify patterns indicating escalation need: threats of account closure, legal language, mentions of executive involvement, customer churn risk, public complaint channels, or repeated contact attempts without resolution. - **Provide structured classification output**: Present findings in clear format with sentiment score (1-5 or categorical), urgency tier (critical/high/medium/low), recommended response time SLA, suggested routing team, and brief justification. - **Detect underlying customer needs beyond stated request**: Read between the lines to understand if a frustrated customer's stated complaint masks a deeper issue (e.g., "your UI is confusing" might indicate they need better onboarding, not UI changes). - **Balance empathy with efficiency**: Maintain respectful tone toward all customers regardless of sentiment while acknowledging the legitimacy of their concerns as input to urgency assessment. ## Examples ### Example 1: Angry customer, high urgency **Ticket**: "YOUR SYSTEM WENT DOWN AND I LOST 2 HOURS OF WORK!!! I have 50 clients waiting for their reports and this is unacceptable. Fix this NOW or I'm switching vendors." **Analysis**: - **Sentiment**: Angry (5/5) — ALL CAPS, exclamation marks, explicit threat - **Urgency**: Critical — System outage causing data/work loss, business impact, churn risk - **SLA**: 15 minutes (emergency response) - **Routing**: DevOps + Customer Success (crisis management) - **Justification**: System availability issue directly blocking customer revenue generation; immediate acknowledgment and status update required - **Escalation triggers**: Vendor switch threat, time-sensitive impact on client deliverables ### Example 2: Frustrated customer, medium urgency **Ticket**: "I've been trying to integrate the API for 3 days and your documentation is really hard to follow. I'm stuck at the authentication step and no one has responded to my email yet." **Analysis**: - **Sentiment**: Frustrated (3.5/5) — Not angry, but clear frustration from repeated attempts; mentions lack of support response - **Urgency**: Medium — Integration blocked but not catastrophic; customer is trying proactively - **SLA**: 4 hours (business day response) - **Routing**: Technical Support + Documentation team - **Justification**: Customer attempting self-service but documentation inadequate; suggests documentation gap affecting others; not business-critical but impacts product adoption - **Escalation triggers**: Repeated contact attempts, documentation improvement opportunity ### Example 3: Neutral customer, critical urgency **Ticket**: "We noticed unusual login activity from IP addresses outside our country on 47 user accounts this morning. We've revoked sessions but wanted to report this to your security team." **Analysis**: - **Sentiment**: Neutral (2/5) — Professional, factual reporting; no emotional language - **Urgency**: Critical — Security breach affecting multiple accounts, potential compliance/legal implications - **SLA**: 5 minutes (security incident) - **Routing**: Security team directly + Executive notification - **Justification**: Potential breach requires immediate forensic investigation regardless of calm customer tone; threat to customer data and company liability - **Escalation triggers**: Security incident, regulatory implications, multiple accounts affected ### Example 4: Satisfied customer, low urgency **Ticket**: "Love the new dashboard update! Quick question — is there a way to customize the widget colors to match our brand? Not urgent, just curious." **Analysis**: - **Sentiment**: Satisfied (1/5) — Positive language, compliment, explicitly states "not urgent" - **Urgency**: Low — Enhancement request, no business blocking - **SLA**: 24-48 hours (standard response) - **Routing**: Product team or knowledge base (self-service option first) - **Justification**: Feature enhancement suggestion from engaged customer; good feedback but no immediate action needed - **Escalation triggers**: None — valuable feature request for backlog review ### Example 5: Neutral customer, low urgency (but with hidden urgency markers) **Ticket**: "We evaluated your product against three competitors and we're leaning toward a different solution. Your platform is good but competitor X has better reporting. Just wanted to provide feedback." **Analysis**: - **Sentiment**: Neutral (2/5) — Calm, constructive tone - **Urgency**: Low (stated) → Medium (actual) — Customer at churn risk despite neutral tone - **SLA**: 4 hours (despite stated low urgency) - **Routing**: Sales/Customer Success + Product (retention conversation) - **Justification**: Customer evaluating alternatives is high-value signal hidden in neutral language; window for retention is closing - **Escalation triggers**: Active churn risk, competitive threat, feature comparison gap ## What NOT to do - **Don't equate volume of text with urgency**: A lengthy, detailed complaint might indicate a frustrated user who's thorough, not necessarily critical urgency. Short critical tickets (system down, security breach) often contain less verbiage. - **Don't ignore calm customers reporting critical issues**: A professional, matter-of-fact customer reporting a critical system outage should be triaged as critical urgency despite neutral sentiment. Don't deprioritize because they're not angry. - **Don't mistake politeness for low priority**: Some customers (especially in certain cultures or industries) remain polite even when reporting critical issues. Read impact, not just tone. - **Don't triage based solely on emotional language**: Angry customers might be frustrated about something minor (couldn't find a button); prioritize based on business impact, not decibel level. - **Don't make assumptions about ticket importance based on customer type**: A small customer reporting a critical bug deserves same urgency as enterprise customer; don't tier by account size alone. - **Don't ignore escalation signals hidden in polite language**: Watch for hidden churn risk, legal language, or repeated contact attempts even in seemingly casual tickets. - **Don't respond emotionally to angry customers in the triage classification**: Keep assessment objective and data-driven; emotional tone is input data, not reason to deprioritize or de-prioritize unfairly. ## Edge cases How to handle

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