Эскалация проблем поддержки к нужной команде

★ 7.3 · content

customer-escalation is a Claude Code skill that packages a support issue into a structured escalation brief for engineering, product, or leadership. It pulls context from connected support tickets, CRM, chat threads, and project trackers, then documents reproduction steps, quantifies business impact — customers affected, ARR at risk, time in queue — and identifies the right escalation tier: L2 Support, Engineering, Product, Security, or Leadership. The generated brief follows a consistent format covering severity, impact, what has been tried, reproduction steps, customer communication status, and a specific ask with a deadline. After drafting the brief, the skill offers to post it in a team channel, send the customer an interim update, or set a follow-up reminder. Use it when a bug needs a code fix, three or more customers report the same issue, a high-value account is threatening to churn, or an SLA has been breached.