tonone
claudeFull company team — 140 agents, 15 teams. All agents and skills in one install.
200 skills · 140 agents · hooks
77
claude
brace
Support engineer — ticket workflow design, SLA architecture, knowledge base, escalation paths, and support operations at scale
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Plugin brace from marketplace tonone-ai in tonone-ai/tonone. Commands read from the repo's manifest — 2 days ago.
What it installs
Skills (8)
brace-escalateDesign escalation path -- Tier 1 to Tier 2 to Engineering handoff, decision criteria, and communication templates. Use when asked to "design our escalation process", "when should support escalate to engineering", "build an escalation runbook", or "reduce escalation rate".
brace-kbBuild or audit knowledge base -- article structure, coverage gaps, deflection rate, and maintenance process. Use when asked to "build a knowledge base", "what docs are missing", "improve our self-serve rate", or "audit our help center".
brace-metricsDesign support metrics dashboard -- CSAT, FRT, TTR, ticket deflection rate, volume trends, and agent efficiency. Use when asked to "what metrics should support track", "build our support dashboard", "measure support quality", or "audit our support performance".
brace-onboardDesign customer support onboarding flow -- first-contact experience, proactive support touchpoints, and setup success checklist. Use when asked to "design our onboarding support", "how do we support new customers during onboarding", or "reduce early churn from setup failures".
brace-playbookWrite support playbook -- response templates, issue-type runbooks, tone guide, and common resolution paths. Use when asked to "write support templates", "build a support playbook", "train our support agents", or "standardize our support responses".
brace-reconSupport operations reconnaissance -- audit ticket volume, SLA compliance, KB coverage, escalation paths, and CSAT to find where support is the constraint. Use when asked to "audit our support", "why is our response time bad", or "how healthy is our support operation".
brace-slaDesign SLA framework -- response time targets, resolution time targets, tier definitions, and breach escalation process. Use when asked to "define our SLAs", "what response times should we commit to", "build a support tier structure", or "set up SLA monitoring".
brace-triageDesign ticket triage system -- routing rules, priority tags, queue structure, and first-response automation. Use when asked to "design our ticket routing", "how should we tag tickets", "set up our helpdesk", or "reduce time to first response".
Subagents (1)
braceSupport engineer -- ticket workflow design, SLA architecture, knowledge base, escalation paths, and support operations at scale
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