---
title: "Customer escalation"
type: skill
id: "knowledge-work-plugins/customer-support/customer-escalation"
category: "Customer support"
publisher: "Anthropic"
license: "Apache-2.0"
source: "https://github.com/anthropics/knowledge-work-plugins/tree/d900840"
canonical: "https://labs.pho.chat/en/skills/knowledge-work-plugins/customer-support/customer-escalation"
open_in_pho: "https://pho.chat/customize?item=knowledge-work-plugins%2Fcustomer-support%2Fcustomer-escalation&utm_source=labs&utm_medium=skill-page&utm_campaign=skills-library"
---

# Customer escalation

Package an escalation for engineering, product, or leadership with full context. Use when a bug needs engineering attention beyond normal support, multiple customers report the same issue, a customer is threatening to churn, or an issue has sat unresolved past its SLA.

Source: Anthropic (Apache 2.0), copied at a pinned commit. Free to use. Part of the Phở Skills library (https://labs.pho.chat/en/skills).
Skill set: Customer support (https://labs.pho.chat/en/skills/knowledge-work-plugins/customer-support.md).
Works best with a connected app (for example a CRM or a document store); without one it asks for the details instead.

## What it covers
- Usage
- Workflow
  - 1. Understand the Issue
  - 2. Gather Context
  - 3. Assess Business Impact
  - 4. Determine Escalation Target
  - 5. Structure Reproduction Steps (for bugs)
  - 6. Generate Escalation Brief
  - 7. Offer Next Steps
- When to Escalate vs. Handle in Support
  - Handle in Support When:
  - Escalate When:
- Escalation Tiers
  - L1 → L2 (Support Escalation)
  - L2 → Engineering
  - L2 → Product
  - Any → Security
  - Any → Leadership
- Business Impact Assessment
  - Impact Dimensions

## Other skills in this set
- [Customer research](https://labs.pho.chat/en/skills/knowledge-work-plugins/customer-support/customer-research.md): Multi-source research on a customer question or topic with source attribution. Use when a customer asks something you need to look up, investigating whether a bug has been reported before, checking…
- [Draft response](https://labs.pho.chat/en/skills/knowledge-work-plugins/customer-support/draft-response.md): Draft a professional customer-facing response tailored to the situation and relationship. Use when answering a product question, responding to an escalation or outage, delivering bad news like a…
- [Kb article](https://labs.pho.chat/en/skills/knowledge-work-plugins/customer-support/kb-article.md): Draft a knowledge base article from a resolved issue or common question. Use when a ticket resolution is worth documenting for self-service, the same question keeps coming up, a workaround needs to…
- [Ticket triage](https://labs.pho.chat/en/skills/knowledge-work-plugins/customer-support/ticket-triage.md): Triage and prioritize a support ticket or customer issue. Use when a new ticket comes in and needs categorization, assigning P1-P4 priority, deciding which team should handle it, or checking whether…

## Use it
- In Phở: open https://pho.chat/customize?item=knowledge-work-plugins%2Fcustomer-support%2Fcustomer-escalation&utm_source=labs&utm_medium=skill-page&utm_campaign=skills-library and press Try, or add it so Phở loads it whenever a request matches. Phở works with your own API key (OpenAI, Anthropic, Google and others).
- Full instructions (original SKILL.md, unchanged): https://labs.pho.chat/skills/raw/knowledge-work-plugins/customer-support/skills/customer-escalation/SKILL.md
- Original files: https://github.com/anthropics/knowledge-work-plugins/tree/d900840 (Apache 2.0).
- Full machine-readable index: https://labs.pho.chat/skills.json