Support macro library

Use this when the same answer goes out by hand again and again.

Find repeat answers

Search sent replies and closed tickets for answers that share the same steps or wording. Count how often each one went out, over what period, and cite the ticket ids. Check each answer against the current help centre and product notes; drop any that no longer match.

Write the macro

For each macro give:

• a short name agents can search for;
• the question it answers, in the customer's words;
• the reply, with {placeholders} for name, plan, dates, and links;
• the source article or note that confirms each step;
• the tags or fields the macro should set, if the team uses them.

Keep one macro to one question. Write in the team's agreed tone.

When not to use it

For each macro, state the cases where it does not fit: other plans, known bugs, angry or legal threads, refunds, or anything the source does not cover. Name the person who owns keeping it current.

Do not add macros to the help desk yourself; draft them for approval. Never put a step, limit, or policy in a macro that no source confirms.