Customer Support
Triage tickets, draft responses, escalate issues, and build your knowledge base. Research customer context and turn resolved issues into self-service content.
5 skills · version 1.3.0
Install
hrida-agent-sdk plugin install customer-support@knowledge-work-skillsOr, inside a session: /plugin install customer-support@knowledge-work-skills. See Installation for scopes and updates.
Connectors
Skills work on their own with files you share, and get more useful when these tools are connected (configured in the plugin's .mcp.json):
Slack, Intercom, HubSpot, Guru, Atlassian, Notion, Google Calendar, Gmail.
Skills
| Skill | What it does | Use case | How to use |
|---|---|---|---|
| customer-escalation | Package an escalation for engineering, product, or leadership with full context. | 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-escalation <issue summary> [customer name] |
| customer-research | Multi-source research on a customer question or topic with source attribution. | 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-support:customer-research <question or topic> |
| draft-response | Draft a professional customer-facing response tailored to the situation and relationship. | 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:draft-response <situation description> |
| kb-article | Draft a knowledge base article from a resolved issue or common question. | 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:kb-article <resolved issue or ticket> |
| ticket-triage | Triage and prioritize a support ticket or customer issue. | 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:ticket-triage <ticket or issue description> |
Example
Ask in plain language and the right skill loads automatically, or call one directly:
/customer-support:customer-escalation <issue summary> [customer name]