Set up support work from the queue, help centre, product notes, priority rules, and approval owners.
Instructions your experts follow when using this skill.
Use this before triaging tickets or drafting replies.
Ask for the help-desk tool and queue views, the help centre, product notes, known-issue list, status page, refund and exception policy, plans and limits, and the escalation path to engineering and finance. Record the system, owner, date range, and last refresh for each source, and note which ones you cannot open.
Agree how the team defines urgent, high, normal, and low, and which accounts or plans get faster answers. Ask who approves a customer reply, a macro, a help article, a refund or credit, a policy exception, and a bug escalation. Agree the tone the team uses and any words it avoids. Confirm how missing account data is handled.
Give the user:
Never fill a gap in the docs or account record with a guess. Do not send a reply, close a ticket, issue a refund, or edit an account; draft for approval.
Phrases that help your experts find this skill.
When the user wants to create or update their product marketing context document. Also use when the user mentions 'product context,' 'marketing context,' 'set up context,' 'positioning,' 'who is my target audience,' 'describe my product,' 'ICP,' 'ideal customer profile,' or wants to avoid repeating foundational information across marketing tasks. Use this at the start of any new project before using other marketing skills — it creates `.agents/product-marketing.md` that all other skills reference for product, audience, and positioning context.
When the user wants to research, profile, or analyze competitors from their URLs. Also use when the user mentions 'competitor profile,' 'competitor research,' 'competitor analysis,' 'profile this competitor,' 'analyze competitor,' 'competitive intelligence,' 'competitor deep dive,' 'who are my competitors,' 'competitor landscape,' 'competitor dossier,' 'competitive audit,' or 'research these competitors.' Input is a list of competitor URLs. Output is structured competitor profile markdown files. For creating comparison/alternative pages from profiles, see competitors. For sales-specific battle cards, see sales-enablement.
When the user wants to conduct, analyze, or synthesize customer research. Use when the user mentions "customer research," "ICP research," "talk to customers," "analyze transcripts," "customer interviews," "survey analysis," "support ticket analysis," "voice of customer," "VOC," "build personas," "customer personas," "jobs to be done," "JTBD," "what do customers say," "what are customers struggling with," "Reddit mining," "G2 reviews," "review mining," "digital watering holes," "community research," "forum research," "competitor reviews," "customer sentiment," "PMF survey," "product/market fit survey," "customer interview questions," "interview outreach," "Sales Safari," or "find out why customers churn/convert/buy." Use for analyzing existing research assets, mining online sources, AND running primary research (interviews and surveys). For writing copy informed by research, see copywriting. For acting on research to improve pages, see cro.