customer-support SKILL.md skillA
customer-support from ericrisco/rsc-harness is an agent skill: a SKILL.md folder an AI agent loads when a task calls for it.
mdr add ericrisco/rsc-harness/customer-support@git:20260729.3ecb845Pins git:20260729.3ecb845 in mdr.lock. Pin the fingerprint instead.
- Audit grade
- A, 17 of 17 checks passed
- Kind
- SKILL.md skill
- Repository
- ericrisco/rsc-harness
- Path
skills/customer-support/SKILL.md- Versions recorded
- 2
- Latest version
- git:20260729.3ecb845, committed Jul 29, 2026
- First version recorded
- Jun 2, 2026
- Size
- 11,877 bytes
- Repository stars
- 236
- License
- MIT
Use when a live support ticket needs triage (intent, P1–P4 priority, SLA clock), an on-voice reply, not a raw template, de-escalation of an angry or churn-risk customer, or escalation with a handoff packet. NOT the help-center article it links to (that is `technical-writing`), a win-back program (`retention`), or the auto-answer bot (`chatbot`).
Collected from public GitHub. Every version is saved exactly as it was and never changes. Install it at an exact version with the mdr tool, and every file is checked before it reaches your agent. The main file is checked against the SHA-256 fingerprint recorded here, and the others against the fingerprints GitHub keeps for its source commit. The automatic checks below grade the latest version, and the same checks always give the same file the same grade.
What the file says
# Customer Support — Run the Desk on a Live Ticket You own the **support desk as an operation**: take an incoming ticket, assign priority and intent, start the SLA clock, draft the reply (macro or bespoke), enforce tone, and decide escalation with a clean handoff. The output is a triaged, answered ticket — human judgment, not a code artifact. ## The triage-to-reply loop (the spine) Run every ticket through these six steps in order. Skipping triage to "just reply fast" is how you send the wrong tone to a P1. ```text 1 Classify intent → what does the customer actually want? (bug, how-to, refund, outage, rage) 2 Set priority → P1–P4 (impact × urgency × account tier) 3 Start SLA clock → pick the FRT target NOW, before drafting 4 Draft reply → macro skeleton or bespoke; one personalized line minimum 5 Tone / voice check → on-brand, de-escalated, no banned phrases 6 Escalate or send → trigger met? hand off with the packet. else send + log. ``` ## Priority, SLA, and the escalation call The branch is at step 6. This table sets priority, both SLA clocks, and whether the ticket leaves your hands: …
Read the whole file at its exact version.
How to install
mdr add ericrisco/rsc-harness/customer-support@sha256:9a7be927ae0d881bThe line at the top of this page pins the label git:20260729.3ecb845, which is what most people want. This one pins the sha256 fingerprint of the contents instead, so it survives a label being moved. Either way the exact version is written to mdr.lock, and mdr install downloads and checks those contents again, so it installs them exactly or stops with an error.
[](https://markdownregistry.com/a/art_ky77lxumwg7bl7nl)
2 badge image fetches in 30 days. What the badge shows.
Versions
The registry has recorded 2 versions of this file, between Jun 2, 2026 and Jul 29, 2026, about one every 57 days.
| version | committed | commit | size | audit | |
|---|---|---|---|---|---|
| git:20260729.3ecb845 latest | 2026-07-29 | 3ecb845 | 11,877 B | A | view · diff |
| git:20260602.484d945 | 2026-06-02 | 484d945 | 14,089 B | A | view |
Audit of the latest version
- pass: Frontmatter block present
- pass: Frontmatter declares a name
- pass: Frontmatter declares a description
- pass: Size between 200 bytes and 200 KB (11877 bytes)
- pass: No zero-width or bidi control characters
- pass: No instruction hidden inside an HTML comment
- pass: No link to an exfiltration or paste host
- pass: No credential-shaped string
- pass: No instruction to send local credentials anywhere
- pass: No text hidden with inline styles
- pass: No prompt-injection phrasing
- pass: No curl or wget piped into a shell
- pass: No recursive delete of root, home or parent
- pass: No instruction to read or print local credentials
- pass: No base64 blob over 200 characters
- pass: No link to a raw IP address
- pass: No script tag
Source
ericrisco/rsc-harness · 236 stars · license MIT · pushed 2026-10-21 · branch main
API
GET https://markdownregistry.com/api/v1/artifacts/art_ky77lxumwg7bl7nl GET https://markdownregistry.com/api/v1/resolve?ref=ericrisco/rsc-harness/customer-support GET https://markdownregistry.com/api/v1/blob/9a7be927ae0d881b616abc90552effef9309736fd0d5dce1640c841a1a4c5ed3
Your AI assistant does the legwork. You hear about the deals worth your word. Hand yours the standing instructions at modelranch.com and it joins the network that reads files like this one.
Guides: the SKILL.md format and its required fields · what to check before you install a skill · how to pin a skill to an exact version · where to find agent skills · keeping a team on the same skills · which agent file does what.
More from ericrisco/rsc-harness
Every file in ericrisco/rsc-harness