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support-ticket-reply

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Drafts empathetic, accurate, action-first support replies structured to resolve the ticket in one touch - resolution first, context second, one unambiguous next step. Use when someone asks "help me reply to this customer", "draft a response to this ticket", "how do I tell a customer X", or is composing responses to customer issues, complaints, or feature requests. Do NOT use for emotionally charged conversations or refund decisions - use refund-deescalation instead; for building a reusable library of canned responses, use support-macro-library; for diagnosing why satisfaction scores are falling, use csat-root-cause.

skills/support-ticket-reply/SKILL.md

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# Support Ticket Reply

Every support reply has one job: give the customer exactly what they need to move forward without writing back. The costly mistake this prevents is the partial answer - a reply that addresses two of the customer's three questions guarantees a follow-up, doubles handle time, and damages CSAT more than a slow-but-complete reply would have. Lead with the resolution, follow with context, close with one clear next step.

## Operating procedure

### Step 1: Gather inputs

Before drafting, establish:

1. The full ticket text, including every distinct question or request in it (count them - this number drives Step 4).
2. Ticket severity: is the customer blocked, degraded, or merely curious? Default to "degraded" if unclear and say so.
3. What is actually known: is the resolution confirmed, in progress, or unknown? Never draft "will" statements from guesses - label uncertain facts as unconfirmed and write around them.
4. The customer's emotional temperature. If the ticket is angry, threatens to cancel, or disputes a charge, stop - route to refund-deescalation.
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