💬 Customer Support · Ticket Excellence

Diagnose with question trees, not guesswork

Branching diagnostics per issue class reaching root cause in minimum round-trips.

intermediate~30 minSupport EngineersCX LeadsHelpdesk Teams

Steps

1For top-10 issue types, write decision trees with observable checkpoints
2Ask for evidence (screenshot, console, request ID) with each branch, never upfront interrogations
3One question per reply; batched questions get partially answered
4Record which branch resolved; prune dead branches monthly
5Escalation handoff includes tree position so customers never repeat themselves
6Convert recurring terminal branches into proactive product fixes

Common Pitfalls

▲Shotgun checklists of ten things to try in order
▲Trees living in veterans' heads only

Commands

Install with skills CLI

$ npx skills add aniruddhaadak80/skills --skill ticket-excellence-diagnostic-question-trees

Install globally

$ npx skills add aniruddhaadak80/skills --skill ticket-excellence-diagnostic-question-trees -g

Tags

#troubleshooting#efficiency#customer-support#ticket-excellence

Install this skill

$ npx skills add aniruddhaadak80/skills --skill ticket-excellence-diagnostic-question-trees -a opencode

SKILL.md

# Diagnose with question trees, not guesswork

> Branching diagnostics per issue class reaching root cause in minimum round-trips.

## When to Use This Skill

Branching diagnostics per issue class reaching root cause in minimum round-trips.

## Steps

1. For top-10 issue types, write decision trees with observable checkpoints
2. Ask for evidence (screenshot, console, request ID) with each branch, never upfront interrogations
3. One question per reply; batched questions get partially answered
4. Record which branch resolved; prune dead branches monthly
5. Escalation handoff includes tree position so customers never repeat themselves
6. Convert recurring terminal branches into proactive product fixes

## Common Pitfalls

- Shotgun checklists of ten things to try in order
- Trees living in veterans' heads only

View source on GitHub ↗

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