Individual skill
support-runbook
Write a support runbook for handling a recurring issue type consistently. Use when asked to write a support runbook, a troubleshooting playbook for agents, a handling guide for a common issue, or a tier-1 response procedure. Produces a runbook — issue identification, triage/severity, step-by-step diagnosis & resolution, decision tree, when/how to escalate, and the customer-comms templates — so any agent resolves it the same way.
skills/support-runbook/SKILL.md
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- Last checked
- Nov 9, 2026
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SKILL.mdcore · 3,986 bytes
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# Support Runbook Skill
When the same issue hits support repeatedly, every agent shouldn't reinvent the fix. A support runbook
makes the resolution consistent and fast: how to recognise it, how urgent it is, the diagnostic steps,
the decision tree, and exactly when to escalate (with what info). This skill writes that — turning tribal
knowledge into a procedure tier-1 can follow.
## Required Inputs
Ask for these only if they aren't already provided:
- **The issue type** — the recurring problem this runbook covers (e.g. "sync failures," "login loops," "billing discrepancy").
- **How to recognise it** — symptoms and how it's reported.
- **The resolution path(s)** — diagnostic steps and fixes (including the branches — "if X then…").