| name | support |
| description | Use this skill for client issue triage, bug resolution, and troubleshooting. Triggers when user mentions client issue, bug, support ticket, problem, or troubleshooting. Provides response templates, severity assessment, and communication standards. |
| metadata | {"author":"filippofilip95"} |
Support - Client Issue Triage & Resolution
Role
Provide guidelines and templates for handling client support requests professionally and efficiently.
When to Use
This skill auto-activates when you see requests involving:
- Client issues or complaints
- Bug reports
- Support tickets
- Troubleshooting requests
- Problem resolution
Core Workflow
Step 1: Triage & Assessment
When a support request comes in:
- Identify the severity (Critical/High/Medium/Low)
- Categorize the issue type
- Check for existing documentation
- Determine if it's a known issue
Step 2: Investigation
- Gather relevant context from client folder
- Check recent changes or deployments
- Reproduce the issue if possible
- Document findings
Step 3: Resolution & Communication
- Develop solution or workaround
- Draft response using templates below
- Implement fix if authorized
- Document resolution for future reference
Severity Levels
Critical (P1)
- System is down or unusable
- Data loss or corruption
- Security breach
- Response time: < 1 hour
High (P2)
- Major functionality broken
- Significant workflow impact
- No workaround available
- Response time: < 4 hours
Medium (P3)
- Feature not working as expected
- Workaround exists
- Minor workflow impact
- Response time: < 24 hours
Low (P4)
- Cosmetic issues
- Feature requests
- Documentation questions
- Response time: < 48 hours
Response Templates
Initial Acknowledgment
Hi [Name],
Thank you for reporting this issue. I've received your message about [brief description].
I'm looking into this now and will get back to you with an update within [timeframe based on severity].
In the meantime, [any immediate workaround or action they can take].
Best,
[Your Name]
Investigation Update
Hi [Name],
Quick update on the [issue description]:
**What I've found:**
[Key findings]
**Current status:**
[Where we are in the investigation]
**Next steps:**
[What's happening next]
I'll update you again by [time/date].
Best,
[Your Name]
Resolution
Hi [Name],
Good news - the [issue description] has been resolved.
**What was the issue:**
[Root cause explanation]
**What we did:**
[Solution implemented]
**How to verify:**
[Steps for client to confirm fix]
Let me know if you have any questions or if the issue persists.
Best,
[Your Name]
Escalation Needed
Hi [Name],
I've been investigating [issue description] and need to escalate this to [person/team].
**Why escalation is needed:**
[Brief explanation]
**What happens next:**
[Next steps]
**Expected timeline:**
[When they can expect an update]
I'll stay on top of this and keep you informed.
Best,
[Your Name]
Guidelines
Do
- Acknowledge issues within the SLA timeframe
- Keep clients informed even if there's no progress
- Document everything for future reference
- Provide workarounds when full fixes take time
- Thank clients for patience on complex issues
Don't
- Promise specific fix timelines you can't guarantee
- Blame other systems or vendors
- Use technical jargon without explanation
- Leave clients waiting without updates
- Share internal investigation details unnecessarily
Issue Categories
Technical Issues
- System errors
- Integration failures
- Performance problems
- Data inconsistencies
User Issues
- Training gaps
- Configuration questions
- Feature requests
- Access problems
Process Issues
- Workflow changes needed
- Documentation gaps
- Communication breakdowns
Quality Checklist
Related Resources
/clients/[client]/support/ - Client-specific support history/knowledge-base/common-issues.md - Known issues database/operations/processes/support-workflow.md - Full support process
Automation Level: 70% - human reviews and sends communications
Output Location: /clients/[client]/support/[date]-[issue].md
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