Skills

Ticket Routing

verified
Last updatedUpdated May 27, 2026

What this skill does

Routes incoming support tickets to the appropriate team or agent based on ticket content analysis, category detection, priority assessment, and agent skill matching. Reduces response time by eliminating manual triage and ensures tickets reach the right person on the first try.

Example

InputPROMPT

Set up ticket routing for our support team. Categories: Billing, Technical, Account, Feature Request. Priority: P1 (outage), P2 (broken feature), P3 (general), P4 (question).

OutputOUTPUT
Ticket Routing Configuration ROUTING RULES Billing Issues -> Billing Team (avg response: 2h) Technical Bugs -> Engineering Support (avg response: 4h) Account Issues -> Account Management (avg response: 1h) Feature Requests -> Product Team (weekly review batch) PRIORITY ESCALATION P1 (Outage): Immediate Slack alert #incidents + page on-call P2 (Broken): Route to senior agent, 4h SLA P3 (General): Standard queue, 24h SLA P4 (Question): Knowledge base suggestion first, 48h SLA LAST WEEK STATS Total Tickets: 284 Auto-routed: 256 (90%) Misrouted: 8 (3%) — rules updated Avg First Response: 3.2h (SLA target: 4h)

Required Tools

ZendeskZendesk
SlackSlack

Compatible Agents

ClaudeClaude
CursorCursor
WindsurfWindsurf
ChatGPTChatGPT
Any MCP-compatible agentAny MCP-compatible agent
Integration

Add to your agent

Download Skill

Or install via CLI:

$ npx skills add webrix-ai/agent-skills --skill ticket-routing

Enterprise

Deploy Org-wide

SSO readyProvision to teams via RBAC
SecurityIdentity-aware execution
ComplianceSigned & verified skills
AnalyticsFull audit trail
GovernanceAuto-bundled with required MCP servers
Use withwillow
Get started

Free for up to 5 users

Your agents are already in the wild.

Give them a Basecamp. Go from AI chaos to AI work, in minutes.

Ticket Routing | Willow Marketplace