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Customer issue escalation brief v1.0.0

Use this resource to prepare an escalation brief for an urgent customer issue

New

  • 587 downloads
  • 148 likes
  • 135 saves

Free

Install with the CLI

In a terminal, from the folder you want:

npx --yes palatekit@latest install customer-escalation-brief

With no option, the skill goes to ~/.agents/skills/; add --agent claude-code (or codex, cursor…) to target an agent.

First time: connect the CLI with

npx --yes palatekit@latest login

The agent analyzes the problem, assesses impact (customers affected, revenue at risk, duration), picks the right target and writes a structured brief with reproduction steps. It then suggests a follow-up cadence and status updates for the customer.

Mostly picked by

Updated November 2, 2026

Sample escalation brief with severity, impact, reproduction steps and a specific ask.

Details

Works in
Install guides
Generates with
Your agent's model
Licence
Apache-2.0

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What you get

  • SKILL.md: seven-step method and escalation brief template
  • Criteria to decide between escalating and handling in support
  • Escalation tiers and an impact assessment grid
  • Follow-up cadence by severity and de-escalation rules

Good fit for

  • An important customer threatens to leave and the team must step in
  • Several customers report the same bug
  • A ticket has gone past its promised deadline

Not for

  • Answering a simple how-to question
  • Handling a security breach that needs a dedicated internal procedure

Tags

  • customer support
  • escalation
  • brief
  • severity
  • follow-up

About

You say

"Prepare an escalation brief: the data export is missing rows and three customers reported it this week."

Sample escalation brief with severity, impact, reproduction steps and a specific ask.

Skill published by Anthropic under the Apache-2.0 license.

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Prerequisites

You bring
The problem description and the customers affected and The tickets, attempts and exchanges so far

How to use it

  1. Describe the problem and the customers affected
  2. Provide the tickets, what was already tried and promised deadlines
  3. Review the generated brief and send it to the right team

Content preview

Files

  • LICENSE11.5 KB
  • NOTICE-PALATEKIT.md0.4 KB
  • SKILL.md11.2 KB

Origin and licence

Modified by PalateKit

Author
Anthropic
Source
github.com/anthropics/knowledge-work-plugins/tree/2574e29377c7173d0cecffef29a6ecbd7f8ccb5d/customer-support/skills/customer-escalation
Licence
Apache-2.0

Notice

Version modifiée de « customer-escalation » (Anthropic, Apache-2.0) : traduction française et fiche par PalateKit.

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Frequently asked questions

Do I need to connect a support tool or CRM?

No. The "~~tool" mentions are optional: just paste the ticket and account details into the conversation.

The file points to a CONNECTORS.md, is it included?

No, it is only a repository reference. The method works without it.