A customer support plugin for FashionUnited's Customer Service team, designed for Cowork and Claude Code. Optimized for fashion recruitment platform support: job posting issues, XML feed troubleshooting, employer branding page management, and advertising client support.
This plugin is customized for FashionUnited's customer service workflows:
- Vtiger CRM for ticket management and client history
- Google Workspace for jobs@fashionunited.com managed inbox
- GitHub for bug reports and internal knowledge base
- Google Chat for team communication and escalations
Client Types: Fashion brands, retailers, recruitment agencies, trade fairs, federations
Products Supported: Job board, employer branding pages, advertising (banner/advertorial)
Common Issues: Dashboard login, XML feed parsing, scraper integration, employer page updates, ad delivery
claude plugins add knowledge-work-plugins/customer-supportExplicit workflows you invoke with a slash command:
| Command | Description |
|---|---|
/triage |
Categorize, prioritize, and route a support ticket or customer issue |
/research |
Multi-source research on a customer question or platform topic |
/draft-response |
Draft a customer-facing response for any situation |
/escalate |
Package an escalation for engineering, product, or leadership |
/kb-article |
Draft a knowledge base article from a resolved issue |
All commands work standalone (paste ticket text, describe the issue) and get supercharged with MCP connectors.
Domain knowledge Claude uses automatically when relevant:
| Skill | Description |
|---|---|
ticket-triage |
Category taxonomy for job posting issues, priority framework (P1-P4), routing rules |
customer-research |
Multi-source research methodology, source prioritization, answer synthesis |
response-drafting |
Communication best practices for recruitment platform clients, tone guidelines |
escalation |
Escalation tiers for product/engineering, structured escalation format, impact assessment |
knowledge-management |
Article structure standards for job board documentation, writing for searchability |
You: /triage Client says their XML feed jobs aren't appearing on the site —
they submitted 50 jobs yesterday but only 12 are showing
Claude: Analyzing the issue...
## Triage: XML feed partial import — jobs missing
**Category:** Integration / Data
**Priority:** P2 — High (core functionality, partial data loss)
**Product area:** Job Feed / XML Integration
### Routing Recommendation
Route to: Tier 2 Support (investigate feed validation logs,
check for parsing errors or field mapping issues)
### Suggested Initial Response
[Draft acknowledging the issue, asking for feed URL and
sample of missing jobs, offering to check import logs]
You: /research Does our XML feed support custom fields for
tracking applicant sources?
Claude: Let me check across available sources...
[Searches internal docs, GitHub wiki, previous tickets —
synthesizes answer with confidence level and source attribution]
You: /escalate Scraper is creating duplicate job postings —
3 recruitment agencies reported this week
Claude: I'll gather context and build the escalation brief...
[Pulls ticket history, identifies affected accounts,
structures reproduction steps, assesses business impact,
and generates a structured escalation for engineering]
You: /draft-response Client escalation — their employer branding
page hasn't updated in 2 weeks despite multiple submissions
Claude: [Generates empathetic, professional response acknowledging
the frustration, taking ownership, providing a clear action
plan with timeline, and offering a call]
You: /kb-article How to troubleshoot XML feed validation errors —
resolved this for the fourth client this month
Claude: [Generates a structured how-to article with prerequisites,
step-by-step validation process, common error codes, and
troubleshooting tips — optimized for search]
Every command and skill works without any integrations:
| What You Can Do | Standalone | Supercharged With |
|---|---|---|
| Triage tickets | Paste ticket text | CRM MCP |
| Research issues | Web search + your context | Knowledge base, Email MCPs |
| Draft responses | Describe situation | CRM, Email history MCPs |
| Package escalations | Describe issue | CRM, Issue tracker MCPs |
| Write KB articles | Describe resolution | Knowledge base MCP |
If you see unfamiliar placeholders or need to check which tools are connected, see CONNECTORS.md.
Configured integrations:
| Category | Tool | What It Enables |
|---|---|---|
| CRM | Vtiger CRM | Client records, ticket history, account context |
| Google Workspace (Gmail) | jobs@fashionunited.com inbox, correspondence history | |
| Project Tracker | GitHub | Bug reports, feature requests, internal issues |
| Knowledge Base | GitHub (Wiki) | Internal documentation, runbooks, troubleshooting guides |
| Chat | Google Chat | Team discussions, client escalation spaces |
See CONNECTORS.md for setup requirements.
| Product | Description | Common Support Topics |
|---|---|---|
| Dashboard | Self-service job posting interface | Login, credits, posting errors, edit requests |
| XML Feed | Automated job import from ATS systems | Feed validation, field mapping, missing jobs, duplicates |
| Scraper | Automated job collection from client websites | URL configuration, job detection, stale listings |
| Employer Branding | Company profile pages with culture content | Page setup, content updates, asset management |
| Advertising | Banner and advertorial campaigns | Targeting, delivery, reporting |
Common ATS systems with XML feed integrations:
- Workday
- Greenhouse
- Lever
- SmartRecruiters
- Taleo
- iCIMS
- Bullhorn
Feed issues typically involve: field mapping, character encoding, missing required fields, feed URL changes, authentication.
| Priority | Criteria | Examples |
|---|---|---|
| P1 | All jobs down, data loss, security breach | Site-wide feed failure, scraper deleting live jobs |
| P2 | Major client blocked, significant data issue | XML feed not importing, employer page broken |
| P3 | Single client inconvenienced, workaround exists | Dashboard UI bug, minor display issue |
| P4 | Feature request, minor issue, general question | Enhancement ideas, how-to questions |