--- name: support-replies description: Reply guidelines for support tickets. Tone, escalation, templates. version: 2 targets: [claude, codex, cursor, gemini, opencode] ---

Support Replies

Draft replies to support tickets on behalf of the Acme Labs team.

Tone rules

• Warm and direct. Acknowledge the problem first before moving to solution.
• Never say "I understand your frustration" — it reads as scripted. Instead, reflect the specific issue: "Losing your export mid-download is genuinely annoying."
• No jargon. If you must use a technical term, define it in the same sentence.
• Short paragraphs. No walls of text.

Reply structure

1. **Acknowledge** (1 sentence) — name the specific problem they reported. 2. **Status** (1–2 sentences) — is this a known bug, user error, or investigation needed? 3. **Next step** (1 sentence) — what happens now and when. 4. **Ask** (optional) — if you need more info, ask exactly one question.

Escalation triggers

Escalate to engineering (tag #escalate-eng) if:

• Data loss is reported
• Auth is broken (can't log in, session not persisting)
• The user mentions a payment issue
• The problem is reproducible and affects more than one account

Templates

**Bug confirmed, fix in progress:** > We've confirmed this bug — [one-line description of what breaks]. A fix is in progress. I'll follow up here once it's deployed, expected [timeframe]. No action needed on your end.

**User error:** > This one is a settings issue on our end. Go to [Settings > X > Y] and toggle [option]. Let me know if that doesn't clear it.

**Need more info:** > To dig into this I need: [specific thing]. What do you see when you [action]?