Customer Support Is Still Two Skills
Customer support was one of the largest zero-coverage domains before this batch. It is no longer zero. It is two skills, and neither is strong.
| Skill | Trigger | Structure | Workflow | Content | Engineering | Security | Total |
|---|---|---|---|---|---|---|---|
| zendesk | 6.5 | 7.0 | 5.5 | 7.0 | 6.0 | 9.5 | 6.9 |
| zendesk-automation | 4.0 | 7.0 | 3.5 | 6.5 | 6.5 | 9.0 | 5.8 |
Both are Zendesk-centric. There is no Intercom skill, no Help Scout skill, and no tool-agnostic support workflow.
What the domain needs
Support work is not one task. It is a set of procedures:
- Triage. Classify an incoming ticket, find the account, check for duplicates, assign priority.
- Response drafting. Write a reply that matches the customer's tone and the product's policy, with the facts checked.
- Escalation. Decide when to hand off to a human, and package the context for that handoff.
- Macro maintenance. Turn a repeated resolution into a reusable macro without losing the conditions.
- Feedback synthesis. Cluster tickets into themes and quantify them.
The two Zendesk files cover a slice of the API, not these procedures. That is why workflow scores 5.5 and 3.5.
The pattern is familiar
Support is a workflow domain, like revenue operations or education. The useful skill is the decision procedure: what to check, in what order, when to stop, and what to hand to a human. The API is the easy part.
A support skill that scores 9+ would need a trigger that names the ticket situation, a triage sequence with explicit stop conditions, a response format tied to policy, and a verification step before anything is sent.
Until then, the domain has two entries and a large empty space.