persona-customer-support
Manage customer support — track tickets, respond, escalate issues.
60
51%
Does it follow best practices?
Impact
Pending
No eval scenarios have been run
Advisory
Suggest reviewing before use
Optimize this skill with Tessl
npx tessl skill review --optimize ./skills/persona-customer-support/SKILL.mdQuality
Discovery
42%Based on the skill's description, can an agent find and select it at the right time? Clear, specific descriptions lead to better discovery.
The description names concrete actions (track, respond, escalate) within a clear domain (customer support), which is a strength. However, it lacks a 'Use when...' clause, which is critical for Claude to know when to select this skill. It also misses common user-facing trigger terms and synonyms that would improve matching.
Suggestions
Add an explicit 'Use when...' clause, e.g., 'Use when the user asks about support tickets, customer complaints, issue tracking, or escalation workflows.'
Include natural trigger term variations such as 'help desk', 'support request', 'customer complaint', 'SLA', and 'issue resolution' to improve matching coverage.
Specify the tools or systems involved (e.g., ticketing systems, CRM) to reduce overlap with generic task management skills.
| Dimension | Reasoning | Score |
|---|---|---|
Specificity | Lists multiple specific concrete actions: 'track tickets', 'respond', 'escalate issues'. These are distinct, actionable capabilities within the customer support domain. | 3 / 3 |
Completeness | Describes what the skill does but completely lacks a 'Use when...' clause or any explicit trigger guidance for when Claude should select this skill. Per rubric guidelines, missing 'Use when' caps completeness at 2, and since the 'when' is entirely absent, this scores at the lower end. | 1 / 3 |
Trigger Term Quality | Includes relevant terms like 'customer support', 'tickets', and 'escalate', but misses common variations users might say such as 'help desk', 'support ticket', 'customer complaint', 'SLA', or 'issue tracking'. | 2 / 3 |
Distinctiveness Conflict Risk | The customer support domain is somewhat specific, but terms like 'track tickets' and 'respond' could overlap with general project management or communication skills. Without clearer scoping, there's moderate conflict risk. | 2 / 3 |
Total | 8 / 12 Passed |
Implementation
60%Reviews the quality of instructions and guidance provided to agents. Good implementation is clear, handles edge cases, and produces reliable results.
The skill is concise and well-structured as an overview that delegates to utility skills, but it falls short on workflow clarity and full actionability. The instructions read as an unordered checklist rather than a sequenced workflow with decision points (e.g., what makes an issue 'urgent'?) and validation steps (e.g., confirming ticket was logged). The escalation step is notably vague compared to the others.
Suggestions
Add a clear sequential workflow with numbered steps showing the triage-to-resolution pipeline, including decision points for escalation (e.g., 'If priority is P0/P1, escalate via `gws chat +send --space support-escalations`').
Define explicit escalation criteria (what constitutes 'urgent') and include the specific `gws chat` command to use for escalation.
Add a validation/verification step, such as confirming ticket was logged in the tracking sheet after appending, or checking that the escalation message was sent.
| Dimension | Reasoning | Score |
|---|---|---|
Conciseness | The content is lean and efficient. No unnecessary explanations of what customer support is or how Gmail works. Every line provides actionable direction with specific commands. | 3 / 3 |
Actionability | Provides specific command invocations (e.g., `gws gmail +triage --query 'label:support'`), but lacks concrete examples of inputs/outputs, escalation criteria, or what a ticket status update looks like. The 'Escalate urgent issues to the team Chat space' step is vague with no command or threshold specified. | 2 / 3 |
Workflow Clarity | The instructions are a flat list of independent actions with no clear sequencing, no validation checkpoints, and no feedback loops. There's no guidance on when to escalate (what defines 'urgent'?), no error handling, and no verification that tickets were logged correctly. For a multi-step support workflow involving tracking and escalation, this lacks the necessary structure. | 1 / 3 |
Progressive Disclosure | The skill appropriately stays as a concise overview, referencing utility skills and workflows by name (e.g., `gws workflow +email-to-task`, `gws sheets +append`) without inlining their details. References are one level deep and clearly signaled. | 3 / 3 |
Total | 9 / 12 Passed |
Validation
90%Checks the skill against the spec for correct structure and formatting. All validation checks must pass before discovery and implementation can be scored.
Validation — 10 / 11 Passed
Validation for skill structure
| Criteria | Description | Result |
|---|---|---|
metadata_field | 'metadata' should map string keys to string values | Warning |
Total | 10 / 11 Passed | |
- Repository
- googleworkspace/cli
- Commit
a3768d0
- Reviewed
Table of Contents
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