Customer Support · Intermediate
Macro Set for One Issue Type
Reusable replies that still sound human
When to use it
Building saved replies (macros) for a help desk around one recurring issue. Use it when your current macros sound templated and agents rewrite them every time.
Write a set of reusable replies for this recurring issue: {{issue}} Known resolutions: {{resolution}} Produce four variants: 1. Quick fix confirmed 2. Needs more information — with the two questions that matter 3. Known bug, fix in progress 4. Works as intended, but the expectation was reasonable Each under 80 words, with [square-bracket] slots for the parts that must be personalised. Rules: - No greeting/sign-off boilerplate in the macro — that is the agent's job - Every variant must be usable verbatim without sounding templated
Try it: fill the variables
Example
Inputs
- {{issue}} The problem in one line
- Password reset email doesn't arrive.
- {{resolution}} What you can actually offer
- Check spam; corporate filters often hold it; we can trigger a reset from support; an email delivery delay was fixed on 12 October.
Output
1. Quick fix confirmed The reset email was in your [spam folder / company quarantine]. I've sent a new one to [email]; the link works for 60 minutes. If it lands in spam again, marking it as "not spam" helps future emails. 2. Needs more information To find the email, I need two things: the exact address you entered on the reset page, and whether you use a company email that goes through a filter. With that I can check our delivery log. 3. Known bug, fix in progress Until [date], some reset emails were delayed by up to [hours] because of a problem on our side. That's fixed now. I've sent you a fresh link to [email]. 4. Works as intended, expectation reasonable Reset emails only go to the address on the account, which is [masked email]. Expecting it at your new address makes sense; I can change the account address once you confirm from the old one or verify another way.
Why it works
Four variants cover the states one issue actually goes through, so agents pick instead of improvising. Square-bracket slots mark exactly what must be personalised, and leaving greetings out of the macro keeps the agent's own voice around it.
More from this pack
- Reply to a TicketA straight answer to a support message, no service-desk theatre
- Say No Without Losing the CustomerRefuse a request clearly and offer the nearest real thing
- Apology for a Real FailureOwn a mistake without corporate fog
- Bug Report From a Vague TicketTurn a frustrated message into something engineering can act on
From the Global Prompt Library (TextDeck Community License 1.0), version 53723a8. GitHub
Three keys. Every prompt.
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