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Package customer escalations with full context for engineering, product, or leadership.
Copy the install command and let the AI configure it · recommended for beginners
Please install the "customer-escalation" skill from askskill: 1. Download https://raw.githubusercontent.com/anthropics/knowledge-work-plugins/main/customer-support/skills/customer-escalation/SKILL.md 2. Save it as ~/.claude/skills/customer-escalation/SKILL.md 3. Reload skills and tell me it's ready
Please package the following customer issue into an escalation for the engineering team, including a summary, impact scope, reproduction steps, troubleshooting done, business impact, urgency, and recommended next steps. Issue: Three enterprise customers reported a 500 error when exporting reports. It happened 17 times in the last 24 hours, and support has confirmed it is not caused by permission settings.
A clearly structured engineering escalation brief that helps the team investigate quickly.
Based on the following cases, create an escalation summary for a product manager. Highlight the common issue, affected customer segments, frequency trend, current workaround, and whether it should enter product prioritization. Cases: Over the past two weeks, eight customers reported slow loading on the mobile approval page, mainly among highly active teams.
A product-facing escalation summary that clearly explains the pattern and priority rationale.
Help me draft a customer escalation for leadership. Context: The customer is threatening not to renew this week because a critical feature is broken, and the issue has remained unresolved past SLA. Please include customer value, timeline of events, internal blockers, risk assessment, and the support needed from leadership.
A leadership-ready escalation brief highlighting business risk and coordination needs.
If you see unfamiliar placeholders or need to check which tools are connected, see CONNECTORS.md.
Package a support issue into a structured escalation brief for engineering, product, or leadership. Gathers context, structures reproduction steps, assesses business impact, and identifies the right escalation target.
/customer-escalation <issue description> [customer name or account]
Examples:
/customer-escalation API returning 500 errors intermittently for Acme Corp/customer-escalation Data export is missing rows — 3 customers reported this week/customer-escalation SSO login loop affecting all Enterprise customers/customer-escalation Customer threatening to churn over missing audit log featureParse the input and determine:
Use the "When to Escalate vs. Handle in Support" criteria below to confirm this warrants escalation.
Pull together relevant information from available sources:
Using the impact dimensions below, quantify:
Using the escalation tiers below, identify the right target: L2 Support, Engineering, Product, Security, or Leadership.
If the issue is a bug, follow the reproduction step best practices below to document clear repro steps with environment details and evidence.
## ESCALATION: [One-line summary]
**Severity:** [Critical / High / Medium]
**Target team:** [Engineering / Product / Security / Leadership]
**Reported by:** [Your name/team]
**Date:** [Today's date]
### Impact
- **Customers affected:** [Who and how many]
- **Workflow impact:** [What they can't do]
- **Revenue at risk:** [If applicable]
- **Time in queue:** [How long this has been an issue]
### Issue Description
[Clear, concise description of the problem — 3-5 sentences]
### What's Been Tried
1. [Troubleshooting step and result]
2. [Troubleshooting step and result]
3. [Troubleshooting step and result]
### Reproduction Steps
[If applicable — follow the format below]
1. [Step]
2. [Step]
3. [Step]
Expected: [X]
Actual: [Y]
Environment: [Details]
### Customer Communication
- **Last update to customer:** [Date and what was communicated]
- **Customer expectation:** [What they're expecting and by when]
- **Escalation risk:** [Will they escalate further if not resolved by X?]
### What's Needed
- [Specific ask — "investigate root cause", "prioritize fix",
"make product decision on X", "approve exception for Y"]
- **Deadline:** [When this needs resolution or an update]
### Supporting Context
- [Related tickets or links]
- [Internal discussion threads]
- [Documentation or logs]
After generating the escalation:
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