ticket-management
Create and manage support tickets throughout their lifecycle
When & Why to Use This Skill
This Ticket Management skill provides a comprehensive framework for AI agents to handle the end-to-end support lifecycle. By automating the creation, categorization, and tracking of support tickets, it ensures that customer issues are documented accurately and routed to the correct departments, significantly improving response times and operational efficiency in customer service environments.
Use Cases
- Automated Ticket Creation: Convert customer inquiries into structured support tickets with predefined categories and priority levels to eliminate manual data entry.
- Support Queue Management: Automatically assign tickets to specific technical or customer success teams based on the nature of the issue and urgency.
- Lifecycle Progress Tracking: Monitor the status of active tickets, document all stakeholder interactions, and ensure timely resolution and closure of customer requests.
- Service Level Agreement (SLA) Monitoring: Track ticket progress against internal timelines to ensure high-priority issues are addressed within required timeframes.
| name | Ticket Management |
|---|---|
| description | Create and manage support tickets throughout their lifecycle |
Ticket Management
DEMONSTRATE ONLY - Template skill for testing purposes
Purpose
This skill enables agents to:
- Create new support tickets
- Update ticket status
- Track ticket progress
- Manage ticket assignments
Instructions
When managing tickets:
Create tickets
- Capture all relevant information
- Categorize by type and priority
- Assign to appropriate queue
Track progress
- Monitor ticket status
- Update stakeholders
- Document all interactions
Resolve tickets
- Verify issue resolution
- Collect customer feedback
- Close ticket with summary
Example Workflow
1. Customer issue identified
2. Create ticket with details
3. Assign priority level
4. Route to support queue
5. Track resolution progress
6. Update and close ticket
Limitations
This is a mock skill for demonstration only. Actual implementation would require integration with ticketing systems like Zendesk, Jira Service Desk, or similar platforms.