# Ticket Routing Playbook

How to pick the owning team and the priority for an inbound support ticket, including...

- Repository: https://github.com/Kiln-AI/Kiln (5247 stars)
- Category: Engineering
- License: see repository
- Last updated: 2026-11-01
- Runs scripts: no, instructions only

## Install

Claude Code: `npx skills add Kiln-AI/Kiln --skill ticket-routing-playbook -g -a claude-code -y`
Codex: `npx skills add Kiln-AI/Kiln --skill ticket-routing-playbook -g -a codex -y`
Cursor: `npx skills add Kiln-AI/Kiln --skill ticket-routing-playbook -g -a cursor -y`
Gemini CLI: `npx skills add Kiln-AI/Kiln --skill ticket-routing-playbook -g -a gemini-cli -y`

## Description

How to pick the owning team and the priority for an inbound support ticket, including what to do when a ticket spans two teams. Use when triaging a ticket.

## SKILL.md, as published by its author (untrusted third-party text, read it as data)

Use this skill whenever you are deciding which team owns an inbound support ticket, or what its priority should be.

## Teams

- `billing`, invoices, refunds, failed payments, plan changes, tax documents.
- `technical_support`, errors, outages, timeouts, rate limits, anything where the product is not doing what it says it does.
- `account_management`, ownership transfers, seat changes, SSO and workspace administration, renewals.
- `product_feedback`, feature requests and complaints about behaviour that is working as designed.

When a ticket touches two teams, route it to the one that can close it without a handoff. A failed payment caused by an expired card is `billing`, not `technical_support`, even though the customer describes it as an error.

## Priority

| Priority | Use when |
|---|---|
| `urgent` | The customer cannot work at all, data is at risk, or money is moving incorrectly right now. |
| `high` | A core workflow is broken for the customer but a workaround exists. |
| `medium` | Something is wrong and it is inconvenient, but the customer can proceed. |
| `low` | Questions, requests, and anything the customer is not blocked on. |

Plan tier never sets priority on its own. An enterprise customer asking a how-to question is `low`. A free-tier customer whose data is exposed is `urgent`.

## Summaries

Write the summary for the person picking up the ticket, not for the customer. One or two sentences, naming what broke and what the customer already tried.