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A customer support plugin designed for Claude that provides ticket triage, escalation management, response drafting, customer research, and knowledge base authoring for support teams.

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Installation

claude plugins add knowledge-work-plugins/customer-support

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What It Does

This plugin turns Claude into a customer support co-pilot:
  • Triage incoming tickets with structured categorization, priority assessment, and routing recommendations
  • Research customer questions by synthesizing information from multiple sources with confidence scoring
  • Draft professional responses tailored to the situation, urgency, and communication channel
  • Package escalations with full context, reproduction steps, and business impact for engineering or product
  • Write KB articles from resolved issues to reduce future ticket volume

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Commands

/triage

Categorize, prioritize, and route a support ticket or customer issue

/research

Multi-source research on a customer question or topic

/draft-response

Draft a customer-facing response for any situation

/escalate

Package an escalation for engineering, product, or leadership

/kb-article

Draft a knowledge base article from a resolved issue

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/triage

Categorize, prioritize, and route incoming support tickets. Usage: 
/triage <ticket or issue description>
Examples: 
/triage Customer says their dashboard has been showing a blank page since this morning
/triage "I was charged twice for my subscription this month"
/triage User can't connect their SSO — getting a 403 error on the callback URL
What it does:
  • Parses the core problem and symptoms
  • Assigns category (bug, how-to, feature request, billing, etc.) and priority (P1-P4)
  • Checks for duplicates and known issues
  • Recommends routing to the appropriate team
  • Generates a suggested initial response
Output includes:
  • Issue summary and key details
  • Priority with justification
  • Routing recommendation
  • Suggested customer response
  • Internal notes for the handling agent

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/research

Multi-source research on customer questions. Usage: 
/research <customer question or topic>
Example: 
/research Does our platform support SSO with Okta?
Searches across docs, knowledge base, previous conversations, and web sources. Synthesizes answer with confidence level and source attribution.

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/draft-response

Draft customer-facing responses. Usage: 
/draft-response <situation description>
Example: 
/draft-response Customer escalation — their integration has been down for 2 days and they're frustrated
Generates empathetic, professional responses that:
  • Acknowledge the issue and customer frustration
  • Take ownership
  • Provide clear action plan with timeline
  • Offer appropriate next steps (workaround, call, etc.)

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/escalate

Package escalations for engineering or product. Usage: 
/escalate <issue description>
Example: 
/escalate API returning 500 errors intermittently — 3 Enterprise customers reported this week
Pulls ticket history, identifies affected accounts, structures reproduction steps, assesses business impact, and generates a structured escalation brief.

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/kb-article

Write knowledge base articles from resolved issues. Usage: 
/kb-article <topic or resolved issue>
Example: 
/kb-article How to configure webhook notifications — just resolved this for the third customer this month
Generates structured how-to articles with:
  • Prerequisites
  • Step-by-step instructions
  • Verification steps
  • Common issues
  • Search-optimized content

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Skills

Domain knowledge that activates automatically:

ticket-triage

Category taxonomy, priority framework (P1-P4), routing rules, duplicate detection

customer-research

Multi-source research methodology, source prioritization, answer synthesis

response-drafting

Communication best practices, tone guidelines, templates for common scenarios

escalation

Escalation tiers, structured escalation format, impact assessment, follow-up cadence

knowledge-management

Article structure standards, writing for searchability, review cadence, maintenance

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When Skills Activate

These skills provide frameworks and best practices that power the commands above. They include:
  • Priority frameworks: P1 (critical outage) to P4 (feature request)
  • Category taxonomy: Bug, how-to, feature request, billing, account, integration, security, data, performance
  • Response templates: For acknowledgments, workarounds, escalations, resolutions
  • Article structure standards: How-to format, troubleshooting format, FAQ format

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MCP Integrations

Connect your support tools for the best experience:
CategoryExamplesWhat It Enables
Support PlatformIntercom, Zendesk, Freshdesk, HubSpot Service HubTicket history, customer conversations, auto-routing
CRMHubSpot, Salesforce, PipedriveAccount details, contact information, plan level
Knowledge BaseGuru, Notion, Confluence, Help ScoutInternal docs, runbooks, existing KB articles
Project TrackerAtlassian (Jira/Confluence), Linear, AsanaBug reports, feature requests, development status
ChatSlack, Microsoft TeamsInternal discussions, customer channel context
EmailMicrosoft 365, GmailCustomer correspondence
Cloud StorageMicrosoft 365, Google DriveCustomer files, attachments
Plugin files use ~~category placeholders (like ~~support platform) to work with any connected tool in that category. The plugin is tool-agnostic.

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Example Workflows

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Triaging an Incoming Ticket

You: /triage Customer says their dashboard has been showing a blank
     page since this morning — they're on the Enterprise plan

Claude: Analyzing the issue...

## Triage: Dashboard blank page — Enterprise customer

**Category:** Bug
**Priority:** P2 — High (core feature broken, enterprise customer)
**Product area:** Dashboard / Frontend

### Routing Recommendation
Route to: Tier 2 Support (investigate browser/account specifics,
then escalate to Engineering if reproducible)

### Suggested Initial Response
[Draft acknowledging the issue, asking clarifying questions
about browser and any recent changes, offering status page link]

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Researching a Customer Question

You: /research Does our platform support SSO with Okta?

Claude: Let me check across available sources...

[Searches docs, knowledge base, previous conversations,
 and web sources — synthesizes answer with confidence
 level and source attribution]

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Packaging an Escalation

You: /escalate API returning 500 errors intermittently — 3
     Enterprise customers reported this week

Claude: I'll gather context and build the escalation brief...

[Pulls ticket history, identifies affected accounts,
 structures reproduction steps, assesses business impact,
 and generates a structured escalation for engineering]

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Writing a KB Article

You: /kb-article How to configure webhook notifications —
     just resolved this for the third customer this month

Claude: [Generates a structured how-to article with prerequisites,
 step-by-step instructions, verification steps, and common
 issues — optimized for search]

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Configuration

The plugin works out of the box with the included MCP connections. For the richest experience:
  1. Support platform: Connect your ticketing system for ticket history and customer context
  2. Knowledge base: Connect your wiki for internal documentation and existing KB articles
  3. Project tracker: Connect your issue tracker for bug reports and feature requests
  4. CRM: Connect your CRM for account details and contact information
Without these connections, the plugin will ask you to provide context manually and offer frameworks and templates you can fill in with your own data.

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