Triage Closure Review

Runs asAgent Build it with Agent Builder: add the action to a Flow, choose Prompt the Agent, and paste this in. It runs unattended on a matching ticket event. You can also run it yourself in Super Magic while you prove it out.

Works withThread

RoleService & Ops Manager, Dispatcher

OutcomeFaster Resolution & Response, Time & Cost Savings (Capacity)

CategoryQA & Closure · View source ↗

When to use: You run the Self-Learning Triage Orchestrator (automation-and-flows/self-learning-triage-orchestrator) and want it to learn from your techs. Each closed ticket is scored against the triage note, real misses go on a watchlist, and repeated misses become learned rules in Triage Learnings (automation-and-flows/triage-learnings). Run it: as a Flow (when a ticket enters your closed or resolved status, on the same boards as the triage Flow) · or on one closed ticket by hand. Give the Flow agent one rule beyond this skill: never reopen the ticket or change its fields.

Prompt

Purpose: when a ticket closes, check whether the technician changed what the triage agent set. Update "Triage Learnings" ONLY when the evidence shows it will raise accuracy. Most tickets need no change.

STEP 1 - COMPARE
Find the "TRIAGE AGENT" internal note. If there isn't one, stop: "No triage note".
For category, ticket type and priority, compare what the note says the agent set with the value on the closed ticket:
- Note says "kept by person", or the value is unchanged -> nothing to learn.
- Agent set it and the tech changed it -> a CORRECTION.
- Agent "left default" on type and the tech changed it -> a CORRECTION.

STEP 2 - IS IT A REAL TRIAGE MISS?
Read the whole ticket. Discard the correction if:
- the issue changed during the work (a "printer" ticket turned out to be a network fault). The first call was right for what was known at intake.
- the agent's pick also fits the ticket text and the tech simply filed it differently.
- it's a test, merged or deleted ticket, or an automation changed the field, not a person.
- priority changed only because the issue got worse or was resolved.

STEP 3 - RECORD OR LEARN
Describe the pattern as product + problem (e.g. "accounting app error on a single laptop"), never one keyword.
- Matches an existing WATCHLIST item (same field, pattern and tech choice): Count +1, High-conf +1 if the note shows High confidence for that field, add the ticket number, update Last seen.
- Otherwise add a new WATCHLIST item with Count 1.
- PROMOTE a watchlist item to a LEARNED RULE when Count reaches 3, or High-conf reaches 2 (confidently wrong twice). Remove it from the watchlist.
- If a new rule contradicts a learned rule, keep the one with more evidence and add the loser's tickets to the winner's Evidence.
- If the tech's choice matches a learned rule the agent ignored, change nothing. Note "agent missed L<n>".

STEP 4 - SAVE ONLY IF NEEDED
Edit the saved "Triage Learnings" skill only if Step 3 changed something, following its EDITING RULES. Never edit any other skill. Never touch its HOW TO USE or EDITING RULES sections.

STEP 5 - NOTE
Add ONE plain-text internal note, no markdown:
CLOSURE REVIEW
Category: match | corrected | discarded (<reason>)
Type: match | corrected | discarded (<reason>)
Priority: match | corrected | discarded (<reason>)
Learnings: no change | watchlist W<n> (count <n>) | NEW RULE L<n> | agent missed L<n>

RULES
- Read only on this ticket except for the note. Never reopen it or change its fields.
- One correction is a data point, not a rule. Never change rules on a single ticket.
- If you're unsure whether something is a real miss, discard it.
- As a Flow, your entire reply is the note.

Overview

Categories

Triage Closure Review

Prompt

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