> ## Documentation Index
> Fetch the complete documentation index at: https://helpdocs.getthread.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Ticket Triage

> Classify a new or unassigned ticket, gauge severity, catch duplicates, and route it to the right board, status, and priority.

<Info>
  **Category:** Triage & Routing · [View source ↗](https://github.com/bryan-getthread/skills/blob/main/skills/triage-and-routing/ticket-triage/SKILL.md)
</Info>

**Connectors:** none — works with Thread out of the box

**Role:** [Dispatcher](/start-here/roles/dispatcher)

**Outcome:** Faster Resolution & Response

**When to use:** A new or unassigned ticket needs classifying and routing — a first pass before dispatch, or a morning sweep of the unassigned intake board.

**Run it:** on one ticket · across all new/unassigned tickets on a board · or as a Flow that triages every ticket the moment it's created.

## Prompt

```
Triage this ticket — or, if I point you at a board or filter, each new or unassigned ticket
in that set. Read the full history first, including the first message and every reply; don't
judge from the subject alone (titles are often stale or auto-generated). For each ticket:

- Classify the issue from the body of the request (access, hardware, software, network,
  email, security, etc.) — not from keywords in the subject.
- Gauge severity: anything security-related (compromise, phishing, malware, unexpected MFA or
  login activity) or affecting multiple users or a whole site is high priority by default.
  A calm tone doesn't lower it — only the requester explicitly de-escalating, confirmed with
  the tech, does.
- Check for a duplicate of an existing open ticket using strong signals (same alert ID,
  device, monitoring reference, or same contact + same specific error in a recent window),
  never wording alone. Note suspected duplicates with their ticket numbers.
- Set the right board, status, and priority, and leave a one-line internal note on what you
  changed and why. If the board/status/priority names are unclear for this client, look them
  up rather than guessing.

Show me your recommendation first and apply it once I confirm. Running in a Flow, apply it
directly and note what you set. When you're not confident where a ticket belongs, say so and
leave it for a human rather than guessing. Never invent ticket numbers, clients, or categories.
```


## Related topics

- [Phishing Triage](/skill-library/security/phishing-triage.md)
- [Queue Scoring Triage](/skill-library/triage-and-routing/queue-scoring-triage.md)
- [Spam Sender Triage](/skill-library/triage-and-routing/spam-sender-triage.md)