{
 "schema_version": 1,
 "generated": "2026-10-23",
 "id": "anthropics-knowledge-work-plugins--triage-support-tickets-with-plugin",
 "repo": "anthropics/knowledge-work-plugins",
 "repo_url": "https://github.com/anthropics/knowledge-work-plugins",
 "repo_slug": "anthropics-knowledge-work-plugins",
 "title": "Triage support tickets and draft replies",
 "page_title": "How to triage support tickets and draft replies with Knowledge Work Plugins",
 "summary": "Use the customer-support plugin to sort tickets, draft responses, and package escalations.",
 "who": "A support lead or agent with a queue of open tickets who needs faster first responses and clean escalations to engineering.",
 "problem": "Tickets arrive in mixed quality, and drafting consistent replies and escalation notes takes time away from resolving issues.",
 "outcome": "Triaged tickets, draft responses, and escalation packages prepared by Claude using the customer-support plugin.",
 "steps": [
  "Run `claude plugin marketplace add anthropics/knowledge-work-plugins`",
  "Run `claude plugin install customer-support@knowledge-work-plugins` (inferred, check the README)",
  "Connect Intercom or HubSpot and Jira through their connectors",
  "Ask Claude to triage the ticket and draft a reply, and to package an escalation if needed"
 ],
 "agent_prompt": "Using the anthropics/knowledge-work-plugins repo, install the customer-support plugin and triage <ticket ID or pasted ticket text>. Expected output: a priority, a draft reply, and an escalation summary if the issue needs engineering. Verify that the draft does not promise anything the support policy does not allow.",
 "agents": [
  "claude-code"
 ],
 "difficulty": "Intermediate",
 "time": "30 minutes",
 "basis": "readme",
 "caveat": "The README lists the customer-support connectors but does not describe the commands for this plugin, so the triage workflow relies on natural language requests rather than a documented slash command.",
 "category": "Work and operations",
 "tags": [
  "Work and operations"
 ],
 "lang": "python",
 "requirements": [
  "Access to Claude Cowork or Claude Code",
  "Accounts for the tools you want to connect, such as your CRM, warehouse, or ticketing system",
  "Credentials for each connector you enable"
 ],
 "risk": "none",
 "seen_in_the_wild": false,
 "mentioned_publicly": false,
 "risks": [],
 "best": false,
 "score": 0.8,
 "evidence": [],
 "url": "https://dedupedai.com/use-cases/anthropics-knowledge-work-plugins/triage-support-tickets-with-plugin/",
 "md": "https://dedupedai.com/use-cases/anthropics-knowledge-work-plugins/triage-support-tickets-with-plugin/index.md",
 "disclaimer": "Deduped lists open-source repositories that belong to other people. We do not own, maintain, audit, or vouch for any of them, and a repo appearing here is not an endorsement or a safety check. The use cases, steps, and prompts are written by AI and may be incomplete, outdated, or just wrong. Where a use case is marked \"Seen in the wild\", we link to public posts where someone described something similar, but we have not verified those posts and the use case itself is still our AI's own write-up. Use all of this at your own risk. Only run code, commands, or agents on systems and accounts you are authorized to use, and read the code and every command before you run it, especially anything that touches credentials, files, or the network. Nothing here is professional, security, legal, or financial advice. All trademarks and project names belong to their respective owners, and their use here does not imply affiliation. Content is provided as is, without warranties of any kind. Found a mistake, a safety problem, or something you want removed? Email hello@dedupedai.com and we will look at it promptly.",
 "api": "https://dedupedai.com/api/v1/usecases/anthropics-knowledge-work-plugins--triage-support-tickets-with-plugin.json",
 "api_version": "v1"
}