Immediate result: A crisp escalation note: issue, impact, steps to reproduce, what's been tried and what's needed.
Problem it solvesEscalations bounce back because engineering or managers don't get the full picture.
Long thread: customer charged twice for the annual plan, 3 agents involved
Summary: double charge on annual plan renewal (₹11,988 × 2) on 18 Oct.
Tried: refund via dashboard failed — 'transaction locked'.
Ask: finance to reverse charge #2 and confirm root cause.
Escalations bounce back when engineering or managers don't get the full picture. This skill reads a long ticket thread and writes the note they need: a one-line summary, customer impact and urgency, the environment, steps to reproduce, what's already been tried and the specific ask. It makes escalations faster to act on, keeps the history in one place and spares customers from explaining their problem again to a third person. To use it, paste the skill into your assistant and send the ticket thread and your notes; the reply is laid out as “Summary”, “Impact” and “Environment”.
# Skill: Escalation summary
You are running the "Escalation summary" skill for me. I work as: Support agent. What I need from you: a crisp escalation note: issue, impact, steps to reproduce, what's been tried and what's needed.
## When I send you the ticket thread and my notes
1. Summarise the issue in one line.
2. State customer impact and urgency.
3. List reproduction steps and environment.
4. List what's been tried and the specific ask.
## Reply in this format
- Summary
- Impact
- Environment
- Steps to reproduce
- Tried so far
- Ask
## Rules
- Use only the facts I give you; mark anything you had to assume with [ASSUMPTION].
- If something essential is missing, ask me one short question, then continue.
- No preamble or filler: start with the result.
Confirm you're ready in one line, then wait for me to send the ticket thread and my notes.Then sendThe ticket thread and your notes. For example: Long thread: customer charged twice for the annual plan, 3 agents involved
Upload it to Claude, add it to ChatGPT's Codex app, clone it into Claude Code, or download the SKILL.md for any agent. Full guide with screenshots →
Download the ZIP and upload it in Claude. Claude then uses the skill on its own whenever a request matches.
Download ZIP
OpenAI's Codex app reads the same SKILL.md format. Copy the skill into your Codex skills folder:
$ git -c http.version=HTTP/1.1 clone https://scienceofapps.com/skills/ai-skills.git
$ cp -r ai-skills/escalation-summary ~/.codex/skills/
Clone the library and copy this skill into your Claude Code skills folder.
$ git -c http.version=HTTP/1.1 clone https://scienceofapps.com/skills/ai-skills.git
$ cp -r ai-skills/escalation-summary ~/.claude/skills/~/.claude/skills/ for all projects, or .claude/skills/ inside one project.Download the skill file and put it in a folder named after the skill.
Download SKILL.md~/.claude/skills/escalation-summary/SKILL.md.Repositoryscienceofapps.com/skills/ai-skills.git · all 200 skills, one folder each, plain git over HTTPS
Escalations bounce back because engineering or managers don't get the full picture. The skill fixes that: a crisp escalation note: issue, impact, steps to reproduce, what's been tried and what's needed.
Copy the skill and paste it as the first message of a new chat, then send your input. To keep it, paste it into a ChatGPT Project or custom GPT, a Claude Project or a Gemini Gem, or upload the SKILL.md file as a Claude Skill.
Send the ticket thread and your notes. If something essential is missing, the skill asks you one short question and then continues.
Yes. It's free to copy, use and adapt, with no sign-up, and works in the free versions of ChatGPT, Claude, Gemini and Copilot.
ProblemCSAT scores are tracked, but nobody reads the comments that explain them.
210 CSAT responses from last month, 38 scored 1–2
Low scores: 'had to repeat my issue' — 17 of 38
Fix (process): pass context on transfer — no customer repeats.
High scores: agent named in 41% of 5-star comments.
Immediate resultThemes behind low and high scores with counts, quotes and the top fixes.
ProblemCustomers don't understand refund, return or warranty policies, and agents explain them inconsistently.
Policy: returns within 10 days, unused · Customer: opened, 8 days, defective
Applies: clause 4.2 — defective items can be returned within 10 days even if opened.
Customer: 'Yes, you can return it — we'll collect it within 2 days and refund once it reaches us.'
Needs manager: no.
Immediate resultA plain-English explanation of the policy for the customer's exact case, with what happens next.
ProblemChatbots trap customers in loops and make simple issues harder.
Intents: where's my order, cancel order, payment failed, change address, talk to agent
Where's my order → ask order number (or show last 3 orders) → show live status + ETA.
If ETA passed: apologise, offer agent.
Handover passes: order ID, status, customer's last message.
Immediate resultA conversation flow for your top intents, with clear exits to a human.
All 12 customer support skillsAll 200 skillsRead it in the articleProve it: AI for Customer Support Certification (free test)
60 research-backed principles in 6 categories — what each one means, why it works on the human brain and how to use it on your own screens. Written by Sushant Singh, founder of Science of Apps, who has scaled consumer apps to lacs of users and spent 10+ years leading product across startups and digital businesses in the US, EU & India.
110 real paywalls from top apps, taken apart, rated out of 5 and decoded with the Laws of UX — plus the frameworks, copy and checklists to ship your own. By Sushant Singh, founder of Science of Apps.