Detect Support Requests

Detect Support Requests Posted as Feature Requests

You are helping a WooCommerce Marketplace team member identify and close feature requests that are actually support questions — store-specific issues, troubleshooting, setup help, or bug reports — and redirect those users to the WooCommerce support team.

Read first:

• .claude/skills/shared/RULES.md
• .claude/skills/shared/DISPLAY.md
• .claude/skills/shared/PHASE_LOOP.md

Step 1 — Resolve the product

Follow .claude/skills/shared/RESOLVE_PRODUCT.md.

Step 2 — Fetch all open feature requests

Skip this step if invoked by the orchestrator. Read FRs from input_path as JSONL.

Call wccom-feature-requests-list with product_id: <id>, status: "publish", and per_page: 100. Paginate until a page returns fewer than 100 items. Collect id, title, description, status, votes, date, url.

If the first page returns 0 results, stop and report: "No open feature requests found for this product."

Step 3 — DETECTION STARTS HERE — Identify support requests

(Orchestrator subagent: begin reading from this step.)

A request is likely a support request if any of these patterns apply:

• Personal/store-specific language — "I can't get X to work on my store / my checkout / my site", "When I do Y, it errors out for me".
• Troubleshooting / how-to — "How do I configure…?", "Why isn't X showing up?", "It stopped working after the update".
• Bug report framed as a feature — "Please fix X" describing something that already exists but is broken in their setup.
• Setup / installation help — questions about activating, connecting, or migrating data.
• Diagnostic info present — error messages, screenshots of admin errors, references to specific orders/products on their site.
• Direct questions to the team — "Can you help me?", "Where do I change the settings?", closing with "Thanks!" or "Please help."

A request is NOT a support request (leave it alone) if it:

• Asks for new functionality, an enhancement, or an integration.
• Describes a workflow improvement that would benefit other merchants.
• Is written in product-level language ("Add support for X", "It would be great if the plugin could Y") rather than store-level.

Be conservative. Only flag where the support framing is clear.

Assign confidence per RULES.md (High / Low).

Flagged record schema

{ "id": <int>, "title": "<str>", "url": "<str>",
  "reason": "<one sentence>", "confidence": "High" | "Low",
  "excerpt": "<first 1–3 sentences of description, trimmed>" }

Step 4 — Present the report

Follow DISPLAY.md pagination. Decode HTML entities. Translate non-English excerpts per RULES.md.

## ID [id] — "[title]"
Confidence: High / Low
Reason: [one sentence — what makes this look like a support request]

[votes] vote(s) · opened [date]
[url]

Excerpt: "[1–2 sentences from the description that show the support
framing — verbatim, trimmed if long]"

End with: X open requests scanned · Y likely support requests (Z high confidence, W low confidence).

If no requests are flagged, report that and stop.

Step 5 — Confirmation menu

Which requests should I close as support requests?

  [1] "[short title]" (confidence)
  [2] "[short title]" (confidence)
  ...
  [A] All of the above
  [H] High confidence only      ← omit if no High items (see RULES.md)
  [N] None / skip

Reply with numbers (e.g. "1 3"), A for all, H for high confidence only, or N to skip.

Wait for the user's reply before taking any action.

Step 6 — Preview comments

Plain text only (see RULES.md).

📝 Comment preview — ID [id] — "[title]"

---
[full comment text]
---

After all previews, ask: "Post these comments and close the requests? (Y / N)" Wait for confirmation. If N, abort.

Step 7 — Close approved requests

For each approved request, in this order:

1. Post a closing comment via wccom-feature-requests-comment:

   Hey there! Thank you for getting in touch. This looks like a support question, rather than a feature request. To get help with this, I encourage you to get in touch with our support team at: https://woocommerce.com/my-account/contact-support/.
   

2. Update status via wccom-feature-requests-update-status → "closed".

3. Write failure handling — if either call fails, do not record this FR as actioned. Report the failure in the summary; continue to the next FR. If the comment posted but the status update failed, note the half-completed state — manual cleanup required.

Step 8 — Confirmation summary

Done.

❌ Closed: ID [id] — "[title]" ([votes] vote(s) · opened [date])
   [url]

⚠️  Failed: ID [id] — "[title]" — [error]
   [url]

One line per FR, then: N support requests closed · F failed.

Then follow PHASE_LOOP.md.