Customer Support (Triage, Draft, Escalate)
Ticket triage, response drafting, customer research, escalation packaging, and KB article authoring for support teams.
Before & after
Same prompt, same agent — the only difference is the skill.
Let me think about how to help with that. You'd probably want to read the ticket carefully, understand what the customer is actually asking for, and figure out if you have enough information to respond. If there's missing context, you might need to ask a clarifying question before you can help. You could search through past tickets or your knowledge base to see if there's a similar issue. Sometimes it's worth escalating to engineering if it's a technical problem. You might want to draft a response and then review it before sending. Do you want to share what the ticket says? I can help you work through it step by step.
SUPPORT TICKET TRIAGE & RESPONSE TICKET ID: #8472 /TRIAGE OUTPUT: Category: Billing (payment failure on renewal) Priority: High (customer account suspended) Route to: Billing team (primary), engineering on standby Internal note: Customer on annual contract, 60% of company revenue /RESEARCH OUTPUT (multi-source lookup): Customer profile: Acme Corp, annual contract 24K, 18 months active Past incidents: 1 similar billing issue (resolved 4 months ago) Stripe data: Payment method failed 3x, last attempt 2 days ago Knowledge base match: Found resolution for this error code Confidence: 92% (solution likely to resolve) /DRAFT-RESPONSE (channel-aware, urgency-aware): Dear Acme support contact, Thank you for reporting this. We've identified the issue: your payment method on file expired and didn't auto-update. This is our standard reason #1247. QUICK FIX (2 minutes): 1. Log into your account 2. Go to Billing Settings 3. Update payment method 4. Your service will restore within 1 hour IF THAT DOESN'T WORK: Reply here or email billing-support@ and we'll process manually (4-hour SLA). We apologize for the interruption. — Support Team Status: Reviewed, ready to send Tone: Professional, action-oriented, empathetic FOLLOW-UP OPTION: IF escalation needed: /escalate command will package full context (customer value, past tickets, attempted solutions) for engineering or leadership review IMMEDIATE NEXT STEP: Send draft or escalate
About this skill
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
SKILL.md preview
---
name: kw-customer-support
description: Use when triaging a support ticket, drafting a customer-facing reply, researching a multi-source answer, escalating a case with full context, or turning a resolved issue into a knowledge-base article.
version: 1.0.0
category: Support
author: AgentVolt
license: proprietary
tags:
- support
- p3
---
# Customer Support (Triage, Draft, Escalate)
Turns Claude into a support co-pilot covering triage, research, response drafting, escalation packaging, and knowledge-base authoring.
## When to use
… (sign up to view the full skill)