Agent skill · operations · anthropics
customer-escalation
Package an escalation for engineering, product, or leadership with full context. Use when a bug needs engineering attention beyond normal support, multiple customers report the same issue, a customer is threatening to churn, or an issue has sat unresolved past its SLA.
Why this skill is useful
Provides a structured template for escalating customer issues that includes specific context and impact assessment, which the AI wouldn't reliably generate on its own.
What it needs
About 6k tokens when loaded. Last updated 2026-08-07. 23,345 stars on the source repository.
What this skill does
/customer-escalation 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. Usage 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 feature Workflow 1. Understand the Issue Parse the input and determine: What's broken or needed: The core technical or product issue Who's affected: Specific customer(s), segment, or all users How long: When did this start? How long has the customer been waiting? What's been tried: Any troubleshooting or workarounds attempted Why escalate now: What makes this need attention beyond normal support Use the "When to Escalate vs. Handle in Support" criteria below to confirm this warrants escalation. 2. Gather Context Pull together relevant information from available sources: ~~support platform: Related tickets, timeline of communications, previous troubleshooting ~~CRM (if connected): Account details, key contacts, previous escalations ~~chat: Internal discussions about this issue, similar reports from other customers ~~project tracker (if connected): Related bug reports or feature requests, engineering status ~~knowledge base: Known issues or workarounds, relevant documentation 3. Assess Business Impact Using the impact dimensions below, quantify: Breadth: How many customers/users affected? Growing? Depth: Blocked vs. inconvenienced? Duration: How long has this been going on? Revenue: ARR at risk? Pending deals affected? Time pressure: Hard deadline? 4. …
How to use it
Reference it in AdaL, Claude Code, Cursor or any coding agent — nothing to install:
@skills anthropics/customer-escalation