Customer Support Plugin

A customer support plugin primarily designed for Cowork, Anthropic's agentic desktop application — though it also works in Claude Code. Provides ticket triage, escalation management, response drafting, customer research, and knowledge base authoring for support teams.

Installation

claude plugin marketplace add anthropics/knowledge-work-plugins
claude plugin install customer-support@knowledge-work-plugins

What It Does

This plugin turns Claude into a customer support co-pilot. It helps you:

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

Commands

Command	Description
`/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

Skills

Skill	Description
`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

Data Sources

If you see unfamiliar placeholders or need to check which tools are connected, see CONNECTORS.md.

Connect your support platform, knowledge base, and communication tools for the best experience. Without them, provide customer context manually.

Included MCP connections:

Chat (Slack) for internal discussions and customer channel context
Support platform (Intercom) for ticket history and customer conversations
CRM (HubSpot) for account details and contact information
Knowledge base (Guru, Notion) for internal documentation and runbooks
Project tracker (Atlassian) for bug reports and feature requests
Email and cloud storage (Microsoft 365) for customer correspondence

Additional options:

See CONNECTORS.md for alternative tools in each category

Example Workflows

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]

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]

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]

Drafting a Response

You: /draft-response Customer escalation — their integration
     has been down for 2 days and they're frustrated

Claude: [Generates empathetic, professional response acknowledging
 the frustration, taking ownership, providing a clear action
 plan with timeline, and offering a call]

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]

Configuration

The plugin works out of the box with the included MCP connections. For the richest experience, connect additional data sources through your Claude settings:

Support platform: Add your ticketing system for ticket history and customer context
Knowledge base: Add your wiki for internal documentation and existing KB articles
Project tracker: Add your issue tracker for bug reports and feature requests
CRM: Add 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.

Customer Support