Pace
All teams / Customer Support

Customer Support

Triage, response drafts, escalations, customer context, knowledge base.

Support burns context every ticket. Pace remembers, drafts, and turns resolved tickets into knowledge so the next person hits the same issue faster. Connect Intercom or your help desk and /customer-support:* knows what is in the queue.

Plugins to install

Pick from this set for the role. Primary plugins are essential; companions multiply value.

  • customer-support primary

    Triage, response drafts, escalations, customer context, KB articles.

    claude plugin install customer-support@pace
  • sales companion

    Customer context for accounts with active deals.

    claude plugin install sales@pace
  • productivity companion

    Daily briefing and ticket-queue summarization.

    claude plugin install productivity@pace

Connectors to set up

Claude prompts to authorize each one the first time a relevant skill fires. You only do this once per project.

  • Slack
  • Intercom
  • HubSpot
  • Guru
  • Jira
  • Notion
  • Microsoft 365

Workflows

Common ways teams use these plugins day to day. Each one is a starting point; adapt the prompt to your context.

  • Triage the queue

    Reads inbound tickets and sorts by urgency, theme, and routing. Surfaces ones that look like P1.

    /customer-support:triage Intercom queue from the last 24h

  • Draft a response

    Generates a personalized response that matches your tone and includes the right help-center links.

    /customer-support:draft-response for ticket #1234

  • Escalate properly

    Writes the escalation: clean repro steps, environment, severity, customer context, suggested owner.

    /customer-support:escalate ticket #1234 to engineering

  • Pull customer context

    Aggregates account history, recent tickets, deal stage, NPS, and product usage into a quick brief.

    /customer-support:context for $customer_id

  • Generate a KB article

    Turns a resolved ticket into a help-center article: problem statement, cause, resolution, related links.

    /customer-support:knowledge-base from resolved ticket #1234

Tips & tricks

Field-tested patterns from teams that have already shipped a quarter or two on these plugins.

  • Intercom connector first

    Most support workflows hinge on Intercom (or your help desk). Connect it before anything else.

  • Resolved tickets are KB gold

    /customer-support:knowledge-base auto-converts. Run it after every interesting resolution; the next ticket finds the answer.

  • Escalations save dev time

    /customer-support:escalate writes proper repro steps. Engineering thanks you.

  • Stack with /sales for accounts

    For VIP accounts, /customer-support:context + /sales:* gives you the full deal + product-usage picture in one brief.

  • Build /pace router for escalation paths

    Your escalation lanes are unique to your team. Wrap /customer-support:escalate in /pace router commands for each lane.

  • Run triage at the start of every shift

    /customer-support:triage gives you a sorted queue + visibility to P1s that need air cover.

See also