persona-customer-support
Manage customer support — track tickets, respond, escalate issues.
56
47%
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 within a clear domain (customer support), which is a strength. However, it lacks any explicit 'Use when...' guidance, which is a critical omission for skill selection among many options. It would also benefit from broader trigger term coverage and more distinctive language to avoid conflicts with general task management skills.
Suggestions
Add a 'Use when...' clause with explicit triggers, e.g., 'Use when the user mentions customer support, help desk, support tickets, or needs to handle customer complaints.'
Include additional natural trigger terms users might say, such as 'help desk', 'support request', 'customer complaint', 'SLA', 'issue resolution', or 'ticket queue'.
Clarify the scope to improve distinctiveness — specify what systems or formats are involved (e.g., 'Manages customer support workflows including tracking tickets in a queue, drafting responses to customers, and escalating unresolved issues to appropriate teams').
| 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, a missing 'Use when...' clause caps completeness at 2, and since the 'when' is entirely absent, this scores a 1. | 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 combination of 'customer support' with 'tickets' and 'escalate' provides some specificity, but 'respond' and 'track' are generic enough to overlap with other task management or communication skills. | 2 / 3 |
Total | 8 / 12 Passed |
Implementation
52%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 avoids unnecessary verbosity, but it reads more like a feature list than an actionable workflow. The lack of sequencing, validation steps, and concrete examples (e.g., what escalation looks like in Chat, what the tracking sheet columns are) significantly limits its usefulness. The commands referenced are specific but opaque without examples of their output or expected behavior.
Suggestions
Add a numbered workflow sequence (e.g., 1. Triage → 2. Convert to task → 3. Log → 4. Escalate if urgent → 5. Schedule follow-up) with explicit criteria for escalation decisions.
Include a concrete example of at least one end-to-end interaction, such as receiving a support email, converting it to a task, and logging it in the sheet with expected column values.
Add validation checkpoints, e.g., verify the task was created after email-to-task conversion, confirm the sheet row was appended, and check that the Chat escalation message was delivered.
Define escalation criteria explicitly (e.g., what constitutes 'urgent') and provide the specific Chat command or message format for escalation.
| 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 these are opaque references to external utility skills without concrete examples of inputs/outputs. There's no example of what a triage result looks like, how to escalate in Chat, or what the tracking sheet schema should be. | 2 / 3 |
Workflow Clarity | The instructions are a flat bullet list with no clear sequencing, no validation checkpoints, and no feedback loops. There's no guidance on how to determine urgency for escalation, no error handling if email-to-task conversion fails, and no verification that ticket status was correctly logged. | 1 / 3 |
Progressive Disclosure | References prerequisite utility skills and relevant workflows, which is good structure. However, the references to workflows like `+email-to-task` and `+standup-report` aren't linked to documentation, and there's no clear navigation to deeper resources for escalation criteria or sheet schema. | 2 / 3 |
Total | 8 / 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
c7c6646
- Reviewed
Table of Contents
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