# Support Punt

Convert a customer email thread into a concise internal Slack message for the technical support team.

## When to Use

Use this skill when the user asks to summarize a customer email thread into a Slack message for an internal support team, or when they mention "support punt", "forward to support", or need to hand off a customer issue internally.

## Process

1. Read and understand the full email thread. Identify the customer, product, and the actual technical issue being reported.

2. Draft a two-part Slack message: a top-level message and a threaded reply with additional detail.

### Top-level message

The top-level message should be a concise statement of the problem. Its purpose is to give the support engineer enough context to decide whether to click into the thread.

- State who is reporting the issue, what product is affected, and what the symptom is.
- Keep it factual. Describe what is happening, not what should be done about it.
- Do not add calls to action like "need support to help" or "can someone look into this." Let the support team come to their own conclusions about what needs to happen. Let them do their job.
- End with "(Details in thread)" to signal there is more context below.
- Skip social pleasantries (no "hey team", no greetings). This is a business chat.
- Avoid em dashes. Use commas and parentheses instead.

### Thread reply

The thread reply provides the full technical context a support engineer would need to start troubleshooting.

- Summarize the relevant technical details from the email thread: install conditions, what has been confirmed, what has been ruled out, and what has already been tried.
- Include what the customer has already done (e.g. inspected, replaced hardware) and what the results were.
- Be factual and to the point. Do not editorialize or draw conclusions about root cause or next steps.
- Include customer name and organization if not already in the top-level message.
- Mention whether the customer is expecting a follow-up.
- Note if the customer has supporting materials (photos, logs, etc.) available.
- Avoid em dashes. Use commas and parentheses instead.

## Communication Style

- Concise and to the point.
- No social pleasantries or greetings.
- Factual. State the problem, not the desired resolution.
- Do not tell the support team what to do. Just provide the information.
- No em dashes. Use commas or parentheses.
