claude-cs

🥈Silver

Build custom customer support automation for your company. Operations teams can create tailored workflows to handle tickets, reducing manual effort and improving response times. Integrates with ticketing systems and CRM tools.

8560Updated 1mo ago

Intermediate30min to implementautomation

Saves ~120 min per use

Quick InstallView Source

git clone https://github.com/nbashaw/claude-cs.git

Works with:

Claude

Overview

About This Skill

How to Use

1. **Define Your Scope:** Identify the specific ticket type (e.g., 'password reset', 'product return') and systems involved (e.g., Zendesk + Salesforce). Start with high-volume, repetitive issues. 2. **Map Your Rules:** Document classification criteria, priority rules, and response templates. Use your ticketing system's automation tools (e.g., Zendesk Triggers, Salesforce Flow) or a middleware like Zapier. 3. **Build the Workflow:** Create the automation in stages: start with categorization, then add response generation, and finally escalation paths. Test with a small batch of historical tickets first. 4. **Integrate Systems:** Connect your ticketing system to relevant APIs (e.g., payment processors, CRM) to enable data lookups and updates. Use webhooks for real-time syncing. 5. **Monitor and Iterate:** Track key metrics (resolution time, first-contact rate) in your ticketing system's reporting. Adjust rules based on patterns in failed automations or escalated tickets. Schedule regular reviews (e.g., monthly) to add new use cases.

Setup & Installation

Quick Install

No install command available. Check the GitHub repository for manual installation instructions.

Alternative Install (Git Clone)

git clone https://github.com/nbashaw/claude-cs

Requirements

Claude Code or compatible AI agent
Works with: Claude

Quick Start Guide

Install the Skill

Copy the install command above and run it in your terminal.

Open Your AI Agent

Launch Claude Code, Cursor, or your preferred AI coding agent.

Try It Out

Use the prompt template or examples below to test the skill.

Customize

Adapt the skill to your specific use case and workflow.

Usage Examples

Prompt Template

Design a custom customer support automation workflow for handling [TYPE_OF_ISSUE] tickets in [TICKETING_SYSTEM]. The workflow should: 1) Automatically categorize tickets based on [CLASSIFICATION_CRITERIA], 2) Assign priority levels using [PRIORITY_RULES], 3) Generate suggested responses for common issues using [RESPONSE_TEMPLATES], and 4) Escalate to [TEAM/ROLE] when [ESCALATION_CONDITIONS] are met. Include error handling for edge cases and logging for tracking.

Example Output

Here's a custom customer support automation workflow for handling 'billing dispute' tickets in Zendesk:

**Workflow Overview:**
This automation processes 150+ billing dispute tickets weekly with a 92% first-contact resolution rate. The system:

1. **Automatic Categorization:** Uses regex patterns to identify keywords like 'charge', 'refund', or 'dispute' in subject lines and ticket bodies. Tickets containing 'subscription' + 'cancel' are tagged as 'subscription-related' while those with 'invoice' + 'error' are tagged 'invoice-error'.

2. **Priority Assignment:** Applies the following rules:
- High Priority: Tickets from customers with >$500 annual spend OR containing 'urgent' in the subject
- Medium Priority: All other billing disputes
- Low Priority: Tickets that can't be automatically categorized (flagged for manual review)

3. **Response Generation:** For common issues, the system generates draft responses:
- Duplicate charge: 'We've detected a duplicate charge for $X on [DATE]. Here's your refund confirmation: [LINK].'
- Incorrect amount: 'Your invoice shows $X but should be $Y. Here's the corrected invoice: [LINK].'
- Subscription cancellation: 'Your cancellation request has been processed. Here's your final invoice: [LINK].'

4. **Escalation Path:** Tickets remain unassigned for >2 hours OR contain 'fraud' OR involve amounts >$1000 are automatically escalated to the Billing Team Lead with a summary of the issue and generated response.

**Error Handling:**
- If the system can't parse the ticket (e.g., image-only attachments), it assigns to 'Support Team - Manual Review' with a 'Needs OCR' tag.
- For system failures, all affected tickets are paused and a Slack alert is sent to #support-automation.

**Logging:**
Every action is logged with timestamps in a dedicated 'Billing Automation Logs' view, including response times, resolution rates, and escalation reasons. Weekly reports show trends in ticket volume by category and priority.

**Integration Notes:**
- Connects to Stripe API to verify transactions before responding to disputes
- Updates HubSpot CRM with resolution status for each ticket
- Syncs with QuickBooks to ensure invoice corrections are reflected in accounting