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Google CloudKnown publisherGoogleCloudPlatform/devrel-demos/infrastructure/devfest-mtl-2026/support_agent/skills/ticket-triage/SKILL.md

ticket-triage

Skill397 starsChanged 11 days agoApache-2.0View on GitHub

Enforces Montréal TechGear enterprise support SLA policies, refund/credit limits, and AlloyDB query verification rules before resolving or escalating customer support tickets. Load this skill before triaging any ticket or order.

8 other projects use a version of this.

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The file

We split this skill into the rules it gives an agent

6 rules. 0 are common, 2 are distinctive, and 4 are very specific to this project.

  • 0

    Common

    Most of the 8 edited versions we read keep these.

  • 2

    Distinctive

    This author's own choices. Worth a look.

  • 4

    Very specific

    Tied to their project's names, files or tools. Probably skip.

  • Common
  • Distinctive
  • Very specific
  1. Distinctive:

    Follow these mandatory workflow steps whenever a user asks to inspect, triage, escalate, or resolve customer tickets or delayed orders:

    line 11
  2. Distinctive:

    Never guess customer tiers, order amounts, or ticket statuses.

    line 15
  3. Very specific:

    If running with Local MCP Toolbox, call find_customer_tickets, list_open_high_priority_tickets, or get_order_details.

    line 16
  4. Very specific:

    If running with AlloyDB Remote MCP, load references/schema_guide.md via load_skill_resource first so you know the exact table/column names …

    line 18
  5. Very specific:

    Never mutate support_tickets unless the user explicitly asks you to update, escalate, or resolve a ticket.

    line 39
  6. Very specific:

    Always include a clear, auditable resolution_note summarizing the policy applied.

    line 41

“Common” is measured: kept by at least 6 in 10 of the 8 edited versions of this file we could read. “Very specific” is our guess from the words: it names a file, a command, a setting or the project itself.

Keep what fits and drop the rest. Your version, ready for your agents.
Files
SKILL.md

Ticket Triage & SLA Policy Skill

Follow these mandatory workflow steps whenever a user asks to inspect, triage, escalate, or resolve customer tickets or delayed orders:

1. Ground Every Fact in AlloyDB First

  • Never guess customer tiers, order amounts, or ticket statuses.
  • If running with Local MCP Toolbox, call find_customer_tickets, list_open_high_priority_tickets, or get_order_details.
  • If running with AlloyDB Remote MCP, load references/schema_guide.md via load_skill_resource first so you know the exact table/column names before calling execute_sql_read_only or execute_sql.

2. Apply Tier & SLA Escalation Rules

  • ENTERPRISE Tier:
    • Any DELAYED order older than 3 days constitutes an SLA Breach.
    • Action: Set status to ESCALATED, note priority replacement dispatch, and recommend a 10% SLA shipping credit (capped at $250 CAD without VP approval).
  • PRO Tier:
    • Delayed orders older than 5 days qualify for expedited carrier trace and a $25 CAD courtesy credit.
  • STANDARD Tier:
    • Provide live tracking status and check search_past_resolutions (or query RESOLVED tickets) for known self-service fixes before escalating.

3. Check Historical Resolutions for Technical Issues

  • For hardware/firmware symptoms (e.g., wake-from-sleep disconnects), search resolved tickets first and cite the matching ticket_id in your answer.

4. Safe Write Guardrail

  • Never mutate support_tickets unless the user explicitly asks you to update, escalate, or resolve a ticket.
  • Always include a clear, auditable resolution_note summarizing the policy applied.

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