Pace
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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 the support plugin knows what is in the queue.

Install for Customer Support

The full customer support starter set is 3 plugins. Pick the install path that matches you.

Cowork (no terminal)

Click each link below; Cowork opens and asks you to confirm. Restart Cowork after the last one so connectors register.

  1. 1 Install customer-support
  2. 2 Install sales
  3. 3 Install productivity
After the last install, restart Cowork. The MCP servers (Slack, HubSpot, etc.) only register cleanly on a fresh app start. Quit the app fully, then reopen it.

Terminal (one command)

If you have claude on your PATH already, this installs the whole set in one go.

npx pace-tools install customer-support sales productivity

pace-tools wraps claude plugin install; runs claude plugin marketplace add GoldenBerry-SO/Pace automatically if you haven't registered the marketplace yet.

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.

    Triage the Intercom queue from the last 24 hours. Group by theme, flag the urgent ones.

  • Draft a response

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

    Draft a response for ticket #1234.

  • Escalate properly

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

    Escalate ticket #1234 to engineering with the context they need.

  • Pull customer context

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

    Pull full context for this customer. Open tickets, recent activity, deal status if any.

  • Generate a KB article

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

    Turn resolved ticket #1234 into a knowledge-base article.

Just say it

You don't have to memorize slash commands. After installing, type natural sentences into Claude and the right skill will fire. Each row is a real example.

  • You say

    Triage the support inbox

    Claude triggers ticket-triage
  • You say

    Draft a response to this Intercom ticket

    Claude triggers draft-response
  • You say

    Should I escalate this customer issue?

    Claude triggers customer-escalation
  • You say

    Write a KB article for this common question

    Claude triggers kb-article
  • You say

    Research what this customer's account looks like

    Claude triggers customer-research

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

    `knowledge-base` auto-converts. Run it after every interesting resolution; the next ticket finds the answer.

  • Escalations save dev time

    `escalate` writes proper repro steps. Engineering thanks you.

  • Stack with /sales for accounts

    For VIP accounts, `context` + the sales plugin 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 `escalate` in /pace router commands for each lane.

  • Run triage at the start of every shift

    `triage` gives you a sorted queue + visibility to P1s that need air cover.

See also