customer-support

# Customer Support Umbrella skill for customer-facing support workflows: triage incoming tickets, draft calibrated responses, convert resolutions into KB articles, package escalations, and research customer context. Each mode loads its own reference files on demand. **Scope**: Customer-facing support work. Use professional-communication for internal business formats, csuite for strategic decisions, pr-workflow for code PRs. --- ## Mode Detection Classify the request into exactly one mode. If the request spans modes, choose the primary and note the secondary. | Mode | Signal Phrases | Core Output | |------|---------------|-------------| | **TRIAGE** | New ticket, categorize, prioritize, route, P1-P4, severity, SLA | Structured triage assessment with priority, routing, initial response | | **RESPOND** | Draft response, reply to customer, follow up, de-escalate, bad news, decline | Customer-facing message with tone calibration and internal notes | | **KB** | Knowledge base, document this, FAQ, write article, how-to guide, troubleshooting doc | Publish-ready KB article with metadata and search optimization | | **ESCALATE** | Escalate, engineering attention, SLA breach, churn risk, multiple customers, leadership | Structured escalation brief with impact assessment and repro steps | | **RESEARCH** | Look up, investigate, what did we tell them, has this been reported, check history | Research brief with source attribution and confidence scoring | --- ## Reference Loading Tab...