customer-support

vapvarun's avatarfrom vapvarun

Handle customer support tickets for themes and plugins with empathy, clarity, and efficiency. Use when responding to support tickets, troubleshooting issues, writing help responses, or managing Zoho Desk/support queues.

⭐3stars🔀0forks📁View on GitHub🕐Updated Jan 2, 2026
[Response Drafting and Tone]

When & Why to Use This Skill

This Claude skill is a comprehensive toolkit designed for theme and plugin agencies to streamline their customer support operations. It provides structured response templates, empathetic communication guidelines, and a step-by-step troubleshooting framework to handle technical issues, bug reports, and refund requests efficiently. By integrating best practices for tone and priority management, it ensures high-quality, consistent customer interactions across platforms like Zoho Desk.

Use Cases

  • Case 1: Automating professional and empathetic responses to common WordPress installation and PHP compatibility issues.
  • Case 2: Standardizing the bug reporting and feature request process to ensure all necessary technical details are gathered before developer escalation.
  • Case 3: Managing sensitive billing inquiries and refund requests with a balance of policy adherence and customer-centric communication.
  • Case 4: Implementing a structured troubleshooting flow to reduce ticket resolution time and improve first-response accuracy.
  • Case 5: Organizing support queues by priority (Critical to Low) to ensure urgent site-down issues are addressed within two hours.
namecustomer-support
descriptionHandle customer support tickets for themes and plugins with empathy, clarity, and efficiency. Use when responding to support tickets, troubleshooting issues, writing help responses, or managing Zoho Desk/support queues.

Customer Support Skill for Theme & Plugin Agency

Instructions

When handling support tickets:

1. Response Structure

Hi [Name],

[Acknowledge their issue with empathy]

[Solution or next steps]

[Additional helpful info if relevant]

[Closing + offer further help]

Best regards,
[Your name]

2. Common Issue Templates

Installation Issues:

Hi [Name],

I understand you're having trouble installing [product]. Let me help!

Please try these steps:
1. Ensure WordPress is version 6.0 or higher
2. Check PHP version is 8.0+ (Hosting → PHP Settings)
3. Increase memory limit to 256MB
4. Try uploading via FTP if dashboard fails

If the issue persists, please share:
- WordPress version
- PHP version
- Any error messages you see

I'm here to help!

Feature Request:

Hi [Name],

Thank you for suggesting [feature]! I've added this to our feature request list.

While I can't promise a timeline, your feedback helps us prioritize future updates. Many of our best features came from user suggestions like yours.

In the meantime, here's a workaround that might help: [workaround if available]

Thanks for being a valued customer!

Refund Request:

Hi [Name],

I'm sorry [product] didn't meet your expectations.

I've processed your refund — you should see it within 5-7 business days.

If you don't mind sharing, I'd love to know what we could improve. Your feedback helps us get better.

Wishing you all the best!

Bug Report:

Hi [Name],

Thank you for reporting this issue. I've confirmed the bug and our team is working on a fix.

**Workaround for now:**
[Temporary solution if available]

**Expected fix:**
This will be resolved in our next update (typically within [timeframe]).

I'll follow up once the fix is live. Thanks for your patience!

3. Troubleshooting Flow

  1. Gather info:

    • WordPress version
    • Theme/plugin version
    • PHP version
    • Browser (if frontend issue)
    • Error messages/screenshots

  2. Check common causes:

    • Plugin conflicts (disable other plugins)
    • Theme conflicts (switch to default theme)
    • Caching (clear all caches)
    • Outdated version (update everything)

  3. Replicate the issue:

    • Try on staging/test site
    • Document steps to reproduce

  4. Provide solution:

    • Step-by-step fix
    • Screenshots if helpful
    • Explain the cause briefly

4. Tone Guidelines

Do:

  • Use customer's name
  • Acknowledge their frustration
  • Be specific and actionable
  • Offer alternatives
  • Thank them for patience

Don't:

  • Blame the customer
  • Use technical jargon
  • Make promises you can't keep
  • Copy/paste without personalizing
  • Rush the response

5. Priority Handling

Priority Response Time Examples
Critical < 2 hours Site down, security issue, payment broken
High < 8 hours Major feature broken, upgrade issues
Medium < 24 hours Minor bugs, how-to questions
Low < 48 hours Feature requests, general questions

6. Escalation Criteria

Escalate to development when:

  • Bug confirmed and reproducible
  • Security vulnerability reported
  • Multiple users reporting same issue
  • Issue requires code changes

7. Closing Tickets

Before closing:

  • Issue confirmed resolved
  • Customer confirmed satisfaction
  • Added internal notes for future reference
  • Tagged appropriately for reporting
  • Updated knowledge base if new solution found

Integration with Zoho Desk

  • Use tags: bug, feature-request, billing, installation, customization
  • Add private notes for internal context
  • Link related tickets
  • Update ticket priority as needed