Customer Support
Triage tickets, draft responses, and turn resolved issues into knowledge
The Customer Support plugin transforms Claude into a support operations specialist. It helps you triage incoming tickets, draft high-quality responses, package escalations with full context, research customer history, and turn resolved issues into knowledge base articles — so your team resolves faster and customers get better answers.
Who is this for?
Support agents, support managers, and customer success teams who handle inbound tickets and want to respond faster without sacrificing quality. Great for teams scaling support without proportionally scaling headcount.
What you can do
- Automatically triage and prioritize incoming support tickets
- Draft professional responses using customer context and past interactions
- Package escalations with complete context for engineering or product teams
- Research a customer's full history across your support tools before responding
- Convert resolved tickets into knowledge base articles for self-service
Skills
Domain expertise Claude draws on automatically.
Ticket Triage
Classify, prioritize, and route incoming tickets based on content, urgency, and customer tier
Response Drafting
Generate accurate, empathetic responses using knowledge base content and customer context
Escalation Management
Package escalations with full context, reproduction steps, and impact assessment
Customer Research
Pull together a customer's full interaction history, account details, and past issues
Knowledge Management
Turn resolved issues into searchable knowledge base articles and update existing docs
Slash Commands
Actions you trigger explicitly.
| Command | Description |
|---|---|
/customer-support:triage | Classify and prioritize a batch of incoming tickets |
/customer-support:draft-response | Draft a reply to a specific customer ticket with full context |
/customer-support:escalate | Package an issue for escalation with all necessary context |
/customer-support:research | Pull up a customer's full history and account context |
/customer-support:kb-article | Turn a resolved issue into a knowledge base article |
Connectors
All connectors are optional — start with the tools you use most.
How to Install
- 1 Open the Claude desktop app and start a Cowork session
- 2 Search for 'Customer Support' in the plugin directory
- 3 Install the plugin to add it to your workspace
- 4 Connect your ticketing system (Intercom, HubSpot) and knowledge base (Guru, Notion)
- 5 Use /customer-support:triage to process your first batch of tickets
FAQ
Can Claude actually send replies to customers?
Claude drafts responses for your review. You always approve and send replies yourself — Claude doesn't send messages directly to customers.
Does it work with Zendesk?
The default connectors include Intercom and HubSpot. You can customize the plugin to connect to Zendesk or other ticketing systems by editing the connector configuration.
How does it handle sensitive customer data?
Refer to Anthropic's privacy policy for details on data handling. Cowork only accesses tools you explicitly authorize. Check your organization's data policies before using Cowork with customer data.
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