Localized reading guide
customer-escalationPurpose, usage and source
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.
Source retrieved:
- Source repository
- anthropics/knowledge-work-plugins
- SKILL.md
customer-support/skills/customer-escalation/SKILL.md- Repository stars
- 34,049
- Repository updated
- 2026-10-30
- Categories
- Business
- Last collected
License: License file needs review
Workflow excerpts are reading aids, not executable instructions from Codez. No third-party Skill was run to produce this page.
The purpose and workflow passages below are upstream material, organized and translated for reading. They are distinct from the separately labeled Codez editorial analysis.
What this Skill does
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.
How the upstream workflow works
Usage
/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
5. Structure Reproduction Steps (for bugs)
If the issue is a bug, follow the reproduction step best practices below to document clear repro steps with environment details and evidence.
Upstream passage · L63 ↗7. Offer Next Steps
After generating the escalation: "Want me to post this in a ~~chat channel for the target team?" "Should I update the customer with an interim response?" "Want me to set a follow-up reminder to check on this?"
Upstream passage · L116 ↗/customer-escalation <issue description> [customer name or account]Requirements and setup
No short requirements passage was selected from this file. This does not mean the Skill has no dependencies. Check the repository setup instructions and referenced files.
Limits and quality checks
Any → Security
From: Any support tier To: Security team When: Potential data exposure, unauthorized access, vulnerability report, compliance concern What to include: What was observed, who/what is potentially affected, immediate containment steps taken, urgency assessment Note: Security escalations bypass normal tier progression — escalate immediately regardless of your level
Upstream passage · L163 ↗Start with a safe trial
- Check the supported host and the repository installation instructions. Keep the Skill directory and its referenced scripts, assets and documentation together; SKILL.md alone may omit dependencies.
- Give the agent your real input, desired output and acceptance criteria. Invocation syntax and available tools depend on the host; this site does not assume a universal install command.
- Try the source workflow in a disposable project or on a copy. Review operations that change files, remote services or billable resources before allowing them.
- Validate the output against the source quality checks and your own requirements. A successful trigger or a high repository Star count does not establish a correct result.
Read further in the source
- /customer-escalation
- Usage
- 1. Understand the Issue
- 2. Gather Context
- 3. Assess Business Impact
- 4. Determine Escalation Target
- 5. Structure Reproduction Steps (for bugs)
- 7. Offer Next Steps
- Handle in Support When:
- Escalate When:
- L1 → L2 (Support Escalation)
- L2 → Engineering
- L2 → Product
- Any → Security
- Any → Leadership
- Business Impact Assessment
- Severity Shorthand
- Writing Reproduction Steps
- Follow-up Cadence After Escalation
- Follow-up Actions
- De-escalation
- Escalation Best Practices
Related Skills
Translation and scope
This reading guide selects passages from the pinned upstream SKILL.md. Translation is assisted. It is not a complete manual or a claim of tested compatibility. Read the original and its referenced files before use.
This introduction refers to the pinned version below; current repository activity and collection time are shown separately.
- Pinned source
- Read the original ↗
- Source retrieved
- Source commit
2574e29377c7173d0cecffef29a6ecbd7f8ccb5d- Source SHA-256
90c33574a41371e8e116aaf40237141adcd6075ef8bcb9de993de2b543867b3e