customer-support
Installation
SKILL.md
Customer Support
Umbrella skill for customer-facing support workflows: triage incoming tickets, draft calibrated responses, convert resolutions into KB articles, package escalations, and research customer context. Each mode loads its own reference files on demand.
Scope: Customer-facing support work. Use professional-communication for internal business formats, csuite for strategic decisions, pr-workflow for code PRs.
Mode Detection
Classify the request into exactly one mode. If the request spans modes, choose the primary and note the secondary.
| Mode | Signal Phrases | Core Output |
|---|---|---|
| TRIAGE | New ticket, categorize, prioritize, route, P1-P4, severity, SLA | Structured triage assessment with priority, routing, initial response |
| RESPOND | Draft response, reply to customer, follow up, de-escalate, bad news, decline | Customer-facing message with tone calibration and internal notes |
| KB | Knowledge base, document this, FAQ, write article, how-to guide, troubleshooting doc | Publish-ready KB article with metadata and search optimization |
| ESCALATE | Escalate, engineering attention, SLA breach, churn risk, multiple customers, leadership | Structured escalation brief with impact assessment and repro steps |
| RESEARCH | Look up, investigate, what did we tell them, has this been reported, check history | Research brief with source attribution and confidence scoring |