Customer Escalation

anthropics/knowledge-work-pluginsOfficial

This packages support issues into structured escalation briefs when normal support channels aren't enough. It pulls context from your support platform, CRM, chat, and project tracker, then generates a formatted brief with impact assessment, reproduction steps, and a specific ask for engineering, product, security, or leadership. The workflow includes solid guidance on when to escalate versus handle in support (multiple customers affected, SLA breaches, confirmed bugs needing code fixes) and which team should own it. The output format is thorough without being bureaucratic. Useful if your team struggles with incomplete or emotional escalations that waste engineering time, or if junior support staff need guardrails on severity assessment.

skills.sh installs: 2.9K
GitHub stars: 35.3K
last updated: Aug 21, 2026

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Install

$ npx -y skills add anthropics/knowledge-work-plugins --skill customer-escalation --agent claude-code

Installs into .claude/skills of the current project.

Files

/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

/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 feature