Support Escalation Triage
Turn escalated customer tickets into a reproducible engineering ticket plus an honest customer reply, and spot recurring patterns.
Before & after
Same prompt, same agent — the only difference is the skill.
I can help you structure your sprint planning process. There are several popular approaches you could consider. Some teams like to start with a planning poker session to estimate stories, while others prefer T-shirt sizing. You might want to consider time-boxing your planning meeting—maybe 2 hours for a 2-week sprint? You could also think about breaking down your backlog into epics and stories before the meeting. Would you like me to walk you through a general sprint planning template, or do you have specific pain points you're trying to solve? I could suggest different meeting structures or estimation techniques based on what works for your team size.
SPRINT PLANNING FRAMEWORK PRE-PLANNING (24 hours before) → PM refines top 5 backlog items, writes acceptance criteria → Tech lead flags dependencies, architecture concerns → QA estimates test coverage per story SPRINT KICKOFF MEETING (90 minutes) CAPACITY PLANNING (15 min) • Count available dev hours (subtract 40% for meetings, support, ramp) • Total: 8 developers, 4 days (Fri is deployment + retro) = 180 story hours BACKLOG REVIEW (30 min) • PM narrates top 8 candidates • Tech lead raises blockers (API dependencies, library upgrades) • Team flags stories that depend on unfinished work ESTIMATION (30 min) • Estimation: Fibonacci (1,2,3,5,8,13) • 1pt = 2 hours, 5pt = 10 hours max • If estimate exceeds 8pt, break it down COMMITMENT (15 min) • Team cherry-picks until 165 hours committed • Reserve 15 hours for unplanned bugs • Assign one owner per story (not shared) SPRINT BOARD COLUMNS Backlog | Ready | In Progress | Review | Done DAILY STANDUP (15 min, 10am) • Who's blocked? (First priority—unblock immediately) • What shipped? (velocity tracking) • What's WIP? (max 2 per dev) DEPLOY GATE • Stories marked Done must pass: code review, QA signoff, zero high-severity bugs in QA • Deploy every Tuesday morning RETRO (30 min, Friday) • Velocity tracking • Blockers from the week • One process improvement to try next sprint
About this skill
Support escalations arrive as a customer's story mixed with a guessed cause and pressure to promise a fix. This skill turns them into a ticket engineering can reproduce and a reply that promises only what is true.
What it does
- Separates the observable symptom from the customer's and support's theories
- Classifies as bug, regression, doc gap, expected behavior, or feature request, checking the docs before calling anything expected
- Scopes blast radius and the regression window, and sets severity by customer impact
- Clusters look-alike tickets into one tracking issue and flags recurring doc gaps
- Drafts a customer reply with a workaround and no unconfirmed dates
What you get
A classification with severity, an engineering-ready ticket with repro steps and environment, a customer reply draft, and a pattern note for batches.
Best for
Support leads, support engineers, and engineering managers who own the path from customer report to fix.
SKILL.md preview
---
name: support-escalation-triage
… (sign up to view the full skill)More development skills
View all Development skills →Performance Bottleneck Profiling: Node, Python, Go
Classifies a slowdown, gives exact profiler commands, reads the output, and proves the fix with same-conditions p95/p99 numbers.
Feature Scaffolding with Working Tests
Turn a short feature spec into code, runnable tests, and integration wiring that match your existing project.
Feature Flag Rollouts and Kill Switches
Design staged flag rollouts, verify rollback paths, and audit flag debt with explicit defaults, gates, and retirement plans.
Microcontroller Firmware and RTOS Engineering
Build and debug MCU firmware with bounded ISR/RTOS timing, safe DMA ownership, and measured power budgets.