Customer Support Skill for Theme & Plugin Agency Skill

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

Gather info:
- WordPress version
- Theme/plugin version
- PHP version
- Browser (if frontend issue)
- Error messages/screenshots
Check common causes:
- Plugin conflicts (disable other plugins)
- Theme conflicts (switch to default theme)
- Caching (clear all caches)
- Outdated version (update everything)
Replicate the issue:
- Try on staging/test site
- Document steps to reproduce
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

Agent Skills: Customer Support Skill for Theme & Plugin Agency

Skill Files