knowledge-work-customer-support

---
name: knowledge-work-customer-support
description: Use when a support team needs to triage tickets, draft customer responses, package escalations, build a knowledge base, or research customer context.
source: https://github.com/anthropics/knowledge-work-plugins/tree/main/customer-support
generated: 2026-07-02T18:42:09.252Z
category: concept
audience: general
---

## When to use

- Categorizing, prioritizing, and routing an incoming support ticket or customer issue
- Drafting a professional customer-facing response tuned to situation, urgency, and channel
- Packaging an escalation for engineering or product with reproduction steps and business impact
- Turning a resolved issue into a searchable knowledge base article

## Key concepts

### ticket-triage skill

Category taxonomy, a P1-P4 priority framework, routing rules, and duplicate detection for structured triage of incoming tickets.

### customer-research skill

Multi-source research methodology with source prioritization and answer synthesis, including confidence scoring and source attribution.

### draft-response skill

Communication best practices, tone guidelines, and templates for common scenarios to draft empathetic, professional replies.

### customer-escalation skill

Escalation tiers, a structured escalation format, impact assessment, and follow-up cadence for handing off to engineering or leadership.

### kb-article skill

Article structure standards, writing for searchability, review cadence, and maintenance for building self-service content from resolved issues.

## API reference

```
/plugin marketplace add anthropics/knowledge-work-plugins
```

Add Anthropic's knowledge-work plugin marketplace (one-time).

```
/plugin marketplace add anthropics/knowledge-work-plugins
```

```
/plugin install customer-support@knowledge-work-plugins
```

Install the Customer Support plugin.

```
/plugin install customer-support@knowledge-work-plugins
```

## Gotchas

- For richest results connect a support platform (Intercom), knowledge base (Guru/Notion), CRM (HubSpot), and issue tracker; without them you must supply customer context manually
- Without connected data sources the plugin only offers frameworks and templates you fill in yourself
- Research answers carry confidence levels and source attribution; low-confidence syntheses should be verified before sending
- The plugin is primarily designed for Cowork though it also runs in Claude Code

---
Generated by SkillMake from https://github.com/anthropics/knowledge-work-plugins/tree/main/customer-support on 2026-07-02T18:42:09.252Z.
Verify against source before relying on details.

File: ~/.claude/skills/knowledge-work-customer-support/SKILL.md