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name: kw-customer-support description: Use when ticket triage, response drafting, customer research, escalation packaging, and KB article authoring for support teams.

Customer Support (Triage, Draft, Escalate)

Anthropic's Customer Support plugin turns Claude into a support co-pilot. /triage categorizes, prioritizes, and routes a support ticket. /research synthesizes multi-source answers with confidence scoring. /draft-response drafts customer-facing replies tailored to situation, urgency, and channel. /escalate packages a full-context handoff (reproduction steps, business impact) for engineering, product, or leadership. /kb-article turns a resolved issue into a knowledge base article to cut future ticket volume. Connectors: Slack, Intercom, HubSpot, Guru, Jira, Notion, Microsoft 365.

What you get

• /triage command (categorize, prioritize, route)
• /research command (multi-source with confidence scoring)
• /draft-response command (channel and urgency aware)
• /escalate command (full-context package for engineering/product)
• /kb-article command (turn resolved ticket into KB entry)
• connectors Slack, Intercom, HubSpot, Guru, Jira, Notion, Microsoft 365

Customize your output

• Command: triage, research, draft-response, escalate, kb-article
• Channel: email, chat, in-app
• Urgency: low, medium, high, P0
• Connectors: Slack, Intercom, HubSpot, Guru, Jira, Notion, Microsoft 365

Example output

For a P1 billing bug ticket, /triage categorizes and routes to Billing; /research pulls the customer's plan and past incidents; /escalate packages the reproduction steps, error logs, and revenue impact for engineering.

Best for

CX and support agents, team leads, and support ops running triage and escalation workflows

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Source: The 12 Cowork Knowledge-Work Skills · https://github.com/anthropics/knowledge-work-plugins/tree/main/customer-support Category: Support · Priority: P3