Ticket Triage — independently scanned and version-tracked by SaferSkills.
SaferSkills independently audited Ticket Triage (Agent Skill) and scored it 100/100 (green). The audit ran 55 deterministic rules across Security, Supply Chain, Maintenance, Transparency, and Community; it found 0 high-severity and 0 lower-severity findings. The full rule-by-rule trace and per-finding evidence are below. Free, methodology-open.
Findings & checks · 0 flagged
Every scanned point with the score it earned and what moved between them.
First recorded scan — no prior version to compare against.
The primary manifest — the file an agent reads to learn what this artifact does.
Ticket triage is the critical first step in service delivery. Proper triage ensures tickets are correctly prioritized, categorized, and routed to the right team for efficient resolution. These practices apply across all PSA platforms.
Within 2-5 minutes of ticket receipt:
Before proceeding:
If duplicate found:
Use impact and urgency to determine priority:
| Low Urgency | Medium Urgency | High Urgency | |
|---|---|---|---|
| High Impact | Medium | High | Critical |
| Medium Impact | Low | Medium | High |
| Low Impact | Low | Low | Medium |
#### Impact Assessment
| Level | Description | Examples |
|---|---|---|
| High | Business operations severely affected | Server down, email outage, ransomware |
| Medium | Productivity impacted but workarounds exist | App slow, printer offline, VPN issues |
| Low | Minor inconvenience | Single user issue, how-to question |
#### Urgency Assessment
| Level | Description | Examples |
|---|---|---|
| High | Immediate action required | Security breach, executive request |
| Medium | Same-day attention needed | User blocked, deadline approaching |
| Low | Can wait for normal queue | Scheduled changes, non-critical requests |
Assign issue type and sub-type:
#### Common Categories
| Category | Sub-Categories |
|---|---|
| Hardware | Workstation, Server, Printer, Network Device, Mobile |
| Software | Application, Operating System, Driver, Update/Patch |
| Network | Connectivity, VPN, Firewall, DNS, DHCP |
| Outlook, Exchange, M365, Spam/Phishing | |
| Security | Malware, Access Request, Breach, Policy Violation |
| Cloud | Azure, AWS, SaaS Applications |
| Account | Password Reset, Access Rights, New User, Termination |
Route to appropriate queue/team:
| Issue Type | Typical Route |
|---|---|
| Simple requests | Service Desk |
| Complex technical | Escalations / Tier 2 |
| Network/Infrastructure | Network Team |
| Security incidents | Security Team |
| On-site required | Dispatch Queue |
| Projects | Project Queue |
| Monitoring alerts | NOC |
Send acknowledgment within SLA window:
Good initial response includes:
Example:
Thank you for contacting support. We've received your ticket (#12345) regarding email connectivity issues.
>
A technician will be in touch within 2 hours per your service agreement.
>
In the meantime, please try restarting Outlook and let us know if that resolves the issue.
Criteria:
Response: Immediate acknowledgment, active work begins immediately
Examples:
Criteria:
Response: Within 1 hour
Examples:
Criteria:
Response: Within 4-8 hours
Examples:
Criteria:
Response: Within 24-48 hours
Examples:
Record in ticket notes:
Example triage note:
Triage Note: - Impact: Single user, Outlook not loading - Scope: User's workstation only, other apps working - Priority: Medium - user can use webmail as workaround - Category: Software > Application > Microsoft Outlook - Route: Service Desk - Initial check: Confirmed user credentials working, O365 service healthy - Next: Remote session to troubleshoot Outlook profile
| Metric | Target | Purpose |
|---|---|---|
| Triage Time | < 5 min | Responsiveness |
| Misrouted % | < 5% | Quality |
| Re-prioritized % | < 10% | Accuracy |
| First Response SLA | > 95% | Customer satisfaction |
| Duplicate Rate | < 5% | Process efficiency |
~30 seconds. Free. No account. Every finding cites a rule and a line of evidence.