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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:
…
Create stakeholder updates tailored to audience, cadence, and communication goals.
Review an analysis for methodology, accuracy, bias, and evidence support.
Generate people analytics reports on headcount, attrition, diversity, and org health.
Identify, categorize, and prioritize technical debt for smarter refactoring decisions.
Choose the right Zoom surface for a product use case with clear tradeoffs.
Turn an approved brief into social assets, copy, and a staged campaign.
Draft professional customer-facing replies tailored to context and relationship.
Draft common legal responses from templates with built-in escalation checks.
Handle customer complaints end-to-end with context, reply drafts, and fix suggestions.
Triage support tickets by priority, ownership, and duplicate or known issue checks.
Gather customer context from Slack, email, transcripts, and tickets for faster follow-up.
Identify top fixable customer issues and draft response templates from support data.