Customer Support Plugin

Last verified: 13 February 2026 | Applies to: Pro, Max, Team, Enterprise

In 30 seconds

The Customer Support plugin handles the repetitive aspects of support work — triaging tickets, drafting responses, managing escalation workflows, and maintaining knowledge base content. Connect it to your helpdesk via MCP connectors and Claude can categorise, prioritise, and draft responses across your queue.

Key commands

No dedicated slash commands — the Customer Support plugin activates through natural language requests in Cowork when working with support content.

What it knows

The Customer Support plugin’s skills cover:

• Ticket triage — categorisation by issue type, severity assessment, priority assignment
• Escalation workflows — identifying when tickets need specialist attention, routing logic
• Response drafting — templated and personalised replies that match your support voice
• Knowledge base management — identifying gaps, drafting new articles from resolved tickets
• Pattern recognition — spotting trends across tickets (emerging issues, recurring problems)

How operators use it

Ticket triage:

Here are today's support tickets [upload or connect to helpdesk]. Categorise each by issue type, assess severity, and prioritise. Flag anything that looks like it might affect multiple customers.

Claude categorises tickets, assigns priority levels, and highlights potential widespread issues.

Response drafting:

Draft responses for these 5 tickets. Use a friendly, professional tone. Include specific troubleshooting steps. If we don't have enough information, draft a response asking for clarification.

Knowledge base updates:

Review the last 50 resolved tickets. Which topics come up most often? Draft knowledge base articles for the top 3 recurring issues.

Claude identifies patterns and produces structured KB articles with step-by-step solutions.

Escalation analysis:

Review our escalation data from last month. What percentage of tickets were escalated? What are the top reasons? Suggest process changes to reduce escalation rate.

The honest take

What works well

• Ticket triage is efficient and consistent — Claude categorises faster and more uniformly than most manual triage processes.
• Response drafting saves significant time on routine tickets. The drafts are solid starting points.
• Knowledge base gap analysis is useful — Claude spots patterns across tickets that humans miss when handling them one at a time.

What doesn’t work as well

• Without a helpdesk connection (Zendesk, Intercom, etc. via MCP), you’re limited to uploading ticket data manually.
• Tone calibration takes iteration. Your first response drafts may not match your brand’s support voice — provide examples of good responses.
• Escalation decisions still need human judgement. Claude can flag tickets, but the decision to escalate should involve a human, especially for upset customers.

Who it’s best for: Support leads, support agents handling high volume, and operators who manage support without a dedicated team. Works best when connected to your helpdesk for live data.

Related

• Connecting Your Tools — connect your helpdesk
• All Plugins
• Plugin Commands Reference

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