kienbui1995/support-playbook
skills/support-playbook/SKILL.md
Use when building a support triage process, writing escalation paths, or creating templates for common support issues
development
Updated Apr 24, 2026
$ install --global
skillsauthnpx skillsauth add kienbui1995/magic-powers support-playbookInstall this skill globally with one command. Works with Claude Code, Cursor, and Windsurf.
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SKILL.md
- name:
- support-playbook
- description:
- Use when building a support triage process, writing escalation paths, or creating templates for common support issues
Support Playbook
When to Use
When setting up a support function, improving response quality, or reducing time-to-resolution on common issues.
Core Jobs
1. Triage Framework
Classify every ticket on arrival: | Priority | Criteria | Response SLA | Resolution SLA | |----------|----------|-------------|----------------| | P1 | System down, data loss, security issue | 15 min | 4 hours | | P2 | Core feature broken, major workflow blocked | 1 hour | 24 hours | | P3 | Feature degraded, workaround exists | 4 hours | 3 business days | | P4 | General question, feature request | 24 hours | Best effort |
2. Common Issue Templates
For top 10 most frequent issues, write:
- Symptom: what the user reports
- Root cause: why it happens
- Diagnostic steps: how to confirm
- Resolution: exact steps to fix
- Prevention: how to avoid in future
3. Escalation Path
Define who handles what:
Tier 1 (Support) → Tier 2 (Senior Support / CS) → Tier 3 (Engineering)
Escalate to engineering when:
- Bug confirmed (reproducible, not user error)
- Data issue requiring DB access
- Security or privacy concern
- P1 not resolved in 2 hours
4. Quality and Metrics
Track per week:
- Ticket volume by category (spot trends)
- First response time by priority
- Resolution time by priority
- CSAT score
- Escalation rate to engineering (high rate = product/docs gap)
Key Outputs
- Triage guide with priority matrix
- Template library for top issues
- Escalation path document
- Weekly metrics dashboard
Anti-Patterns
- No priority triage — every ticket treated equally
- Support resolving issues without root cause (band-aid fixes)
- Engineering resolves tickets directly (doesn't scale, no knowledge capture)
- No CSAT tracking — don't know if support is actually helping
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