Customer support & success teams
The Customer Support Stack
Ticket triage, draft responses, knowledge base articles, customer escalations, customer research, and customer success management — the full support workflow.
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Skills in this stack
Customer Support Ticket Triage
ProductivityTriage and prioritize a support ticket or customer issue. Use when a new ticket comes in and needs categorization, assigning P1-P4 priority, deciding which team should handle it, or checking whether it's a duplicate or known issue before routing.
Customer Support Draft Response
ProductivityDraft a professional customer-facing response tailored to the situation and relationship. Use when answering a product question, responding to an escalation or outage, delivering bad news like a delay or won't-fix, declining a feature request, or replying to a billing issue.
Customer Support KB Article
ProductivityDraft a knowledge base article from a resolved issue or common question. Use when a ticket resolution is worth documenting for self-service, the same question keeps coming up, a workaround needs to be published, or a known issue should be communicated to customers.
Customer Support Customer Escalation
ProductivityPackage an escalation for engineering, product, or leadership with full context. Use when a bug needs engineering attention beyond normal support, multiple customers report the same issue, a customer is threatening to churn, or an issue has sat unresolved past its SLA.
Customer Support Customer Research
ProductivityMulti-source research on a customer question or topic with source attribution. Use when a customer asks something you need to look up, investigating whether a bug has been reported before, checking what was previously told to a specific account, or gathering background before drafting a response.
Customer Success Manager
ProductivityCustomer retention strategy, health score tracking, expansion playbooks, and churn prevention — a CSM toolkit for growing SaaS companies.
Stack details
- Skills
- 6
- Audience
- Customer support & success teams
- License
- Free & open source
Works with
Claude skills for customer support and success teams cover the recurring work across the support lifecycle — from first-touch triage through response drafting, knowledge base maintenance, escalation handling, and the customer research that feeds product and process improvement. This stack was built for support teams handling volume under time pressure who need consistent output quality at scale.
What these skills do
Customer Support Ticket Triage
Process incoming tickets with a structured triage approach — priority classification, routing logic, initial categorization, and the triage output that gets tickets to the right person with the right context. Covers high-volume support environments where triage speed directly affects response time SLAs.
Customer Support Draft Response
Draft customer-facing responses — tone calibration, issue acknowledgment, solution explanation, and the response format that resolves the ticket clearly without creating follow-up questions. Covers technical, billing, account, and general product support scenarios.
Customer Support KB Article
Write and structure knowledge base articles — problem statement, step-by-step resolution, related issues, and the KB format that lets customers self-serve without opening a ticket. Covers articles built from resolved tickets, escalation patterns, and product documentation gaps.
Customer Support Customer Escalation
Handle escalations with a structured process — situation assessment, stakeholder communication, resolution path, and the escalation documentation that keeps everyone aligned while the issue is being resolved. Covers internal escalations to engineering or product and external escalations to management.
Customer Support Customer Research
Research customers before interactions — account history, product usage, past tickets, sentiment signals, and the customer context that lets support teams personalize interactions and anticipate needs rather than starting from scratch on every ticket.
Customer Success Manager
Apply customer success management thinking to accounts — health scoring, expansion signals, churn risk indicators, QBR preparation, and the CSM workflow that moves accounts from onboarding through adoption to renewal and growth.
Who this is for
- Customer support teams handling high ticket volume across technical, billing, and product issues
- Customer success managers managing portfolio accounts through the post-sales lifecycle
- Support leads building processes, KB infrastructure, and quality standards for growing teams
For skills that help with the sales side of customer relationships, see the Sales Stack. For legal response drafting for formal customer complaints, see the Legal Workflow Stack.
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