persona-customer-support
Manage customer support — track tickets, respond, escalate issues.
Install with Tessl CLI
npx tessl i github:googleworkspace/cli --skill persona-customer-support54
Does it follow best practices?
If you maintain this skill, you can automatically optimize it using the tessl CLI to improve its score:
npx tessl skill review --optimize ./path/to/skillValidation for skill structure
Discovery
32%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 provides a reasonable overview of customer support capabilities but suffers from missing explicit trigger guidance ('Use when...'), which is critical for skill selection. It names relevant actions but lacks the specificity and natural keyword coverage needed for reliable skill matching in a large skill library.
Suggestions
Add a 'Use when...' clause with explicit triggers like 'Use when the user mentions support tickets, customer complaints, help desk requests, or needs to track/escalate customer issues'
Include additional natural trigger terms users would say: 'help desk', 'customer service', 'support request', 'ticket system', 'customer complaint'
Expand specific capabilities: mention ticket creation, status updates, priority assignment, or integration with support platforms
| Dimension | Reasoning | Score |
|---|---|---|
Specificity | Names the domain (customer support) and lists some actions (track tickets, respond, escalate issues), but lacks comprehensive detail about specific capabilities like ticket creation, status updates, or integration with specific systems. | 2 / 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 explicit trigger guidance caps this at 2, and the 'when' is entirely absent. | 1 / 3 |
Trigger Term Quality | Includes relevant keywords like 'customer support', 'tickets', and 'escalate', but missing common variations users might say such as 'help desk', 'support ticket', 'customer service', 'issue tracking', or 'ticket system'. | 2 / 3 |
Distinctiveness Conflict Risk | Somewhat specific to customer support domain, but 'track tickets' and 'escalate issues' could overlap with general project management or issue tracking skills. Lacks distinctive file types or unique identifiers. | 2 / 3 |
Total | 7 / 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-organized with clear references to dependent skills and workflows. However, it lacks a defined sequence for the support workflow, validation checkpoints for ticket handling, and concrete examples showing expected inputs/outputs for each step.
Suggestions
Add a numbered workflow sequence showing the typical ticket lifecycle (receive → triage → respond/escalate → resolve → close) with explicit decision points
Include validation checkpoints such as confirming ticket logged in sheet before responding, or verifying escalation was received before closing
Add at least one concrete example showing a sample support email and the expected commands/outputs for handling it
| Dimension | Reasoning | Score |
|---|---|---|
Conciseness | The skill is lean and efficient, listing only the essential commands and workflows without explaining what customer support is or how the underlying tools work. Every line serves a purpose. | 3 / 3 |
Actionability | Provides specific command patterns (e.g., `gws gmail +triage --query 'label:support'`) but lacks concrete examples of inputs/outputs, expected responses, or complete executable workflows showing end-to-end ticket handling. | 2 / 3 |
Workflow Clarity | Instructions are listed as bullet points without clear sequencing, dependencies, or validation checkpoints. There's no guidance on when to escalate vs. respond, no error handling, and no feedback loops for verifying ticket resolution. | 1 / 3 |
Progressive Disclosure | Appropriately structured with clear sections (Workflows, Instructions, Tips) and references to external utility skills and workflows. Content is well-organized without unnecessary nesting. | 3 / 3 |
Total | 9 / 12 Passed |
Validation
72%Checks the skill against the spec for correct structure and formatting. All validation checks must pass before discovery and implementation can be scored.
Validation — 8 / 11 Passed
Validation for skill structure
| Criteria | Description | Result |
|---|---|---|
metadata_version | 'metadata.version' is missing | Warning |
metadata_field | 'metadata' should map string keys to string values | Warning |
frontmatter_unknown_keys | Unknown frontmatter key(s) found; consider removing or moving to metadata | Warning |
Total | 8 / 11 Passed | |
- Reviewed
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