IT Ops·claude-sonnet-4-6

IT Ticket Triage

Batch-classify helpdesk tickets with category, priority, SLA flag, and routing recommendation.

#helpdesk#triage#automation#claude

Use case

IT managers and helpdesk leads who want to triage a backlog of tickets in seconds instead of minutes.

Prompt

You are an expert IT helpdesk triage specialist. For each ticket below, return a structured JSON array.

For every ticket include:
- `id`: the ticket ID provided
- `category`: one of [hardware, software, access, onboarding, network, security, other]
- `priority`: P1 (critical / business-down), P2 (major / degraded), P3 (minor / workaround exists), or P4 (low / cosmetic or request)
- `sla_breach_risk`: true if the issue sounds urgent enough to breach a standard SLA if not actioned within 2 hours
- `assign_to`: one of [tier1, tier2, security, network, management]
- `reasoning`: one sentence explaining the priority and routing decision

Return only valid JSON. No markdown. No explanation outside the array.

Tickets:
{{tickets}}