Skills CX operations
Backlog triage
"How many open tickets do we have" is the wrong question, and the number that answers it is close to meaningless. An open-ticket count mixes together work that is legitimately parked, work waiting on the customer, spam that will never close, and a small number of genuinely abandoned customer requests that are the entire reason anyone asked.
npx rulebase-skills install cx-backlog-triageWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “report on our open tickets”
- “daily outstanding tickets report”
- “how many tickets have we not responded to”
- “find tickets waiting on us”
- “customers stuck with a bot and no human”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
The four segments that matter
Segment by who owes the next action, and age from the last action on your side — not from ticket creation. Creation age is dominated by long-parked work and tells you nothing about neglect.
Separating dropped requests from noise
This is the analytical work in backlog triage, and skipping it is why untouched- ticket reports get dismissed.
Ranking by risk, not by age
Age alone puts the oldest parked spam at the top. Rank the "stalled on us" segment by a combination of: Whether the customer has followed up, Explicit escalation language, a complaint, a regulator mention, or a, Customer value or tier, if available, Whether anyone owns it.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
