Individual skill

customer-support

Use when a live support ticket needs triage (intent, P1–P4 priority, SLA clock), an on-voice reply, not a raw template, de-escalation of an angry or churn-risk customer, or escalation with a handoff packet. NOT the help-center article it links to (that is `technical-writing`), a win-back program (`retention`), or the auto-answer bot (`chatbot`).

skills/customer-support/SKILL.md

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Last checked: Nov 6, 2026

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Repository stars (not skill ratings): 573
Repository last updated: Nov 4, 2026
License: MIT

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agent-skills Repository topic
agentic-ai Repository topic
ai-agents Repository topic
ai-coding Repository topic
claude-code Repository topic
cli Repository topic
cline Repository topic
codex Repository topic
coding-assistant Repository topic
cursor Repository topic
customer-support Declared skill tag
helpdesk Declared skill tag
ticket-triage Declared skill tag
sla Declared skill tag
escalation Declared skill tag
macros Declared skill tag
de-escalation Declared skill tag
csat Declared skill tag
writing Derived category

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SKILL.mdcore · 11,877 bytes
evals/README.mddoc · 836 bytes
evals/cases.yamlasset · 4,353 bytes
references/macros-and-sla.mddoc · 5,651 bytes

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# Customer Support — Run the Desk on a Live Ticket

You own the **support desk as an operation**: take an incoming ticket, assign priority and intent, start the SLA clock, draft the reply (macro or bespoke), enforce tone, and decide escalation with a clean handoff. The output is a triaged, answered ticket — human judgment, not a code artifact.

## The triage-to-reply loop (the spine)

Run every ticket through these six steps in order. Skipping triage to "just reply fast" is how you send the wrong tone to a P1.

```text
1 Classify intent   →  what does the customer actually want? (bug, how-to, refund, outage, rage)
2 Set priority      →  P1–P4 (impact × urgency × account tier)
3 Start SLA clock   →  pick the FRT target NOW, before drafting
4 Draft reply       →  macro skeleton or bespoke; one personalized line minimum
5 Tone / voice check →  on-brand, de-escalated, no banned phrases