---
name: support-reply
description: Draft a reply to a customer support message or ticket. Use when the user pastes a customer message and asks how to respond.
---

# Customer support reply

1. Identify: what the customer wants, how upset they are, and whether it is a bug, a question or a request.
2. Check the project's docs, FAQ or policy files (refunds, shipping, SLAs) if they exist. Never promise something the policy does not allow.
3. Reply:
   - acknowledge the specific problem in one sentence (not "we apologize for any inconvenience")
   - the fix or answer, as numbered steps if there are steps
   - what happens next and when
   - sign-off with a name placeholder
4. Under 120 words. No jargon. Do not blame the customer.
5. If you need information to solve it (order number, screenshot), ask for all of it in one message.
6. Add an internal note for the team if the ticket reveals a bug or a doc gap.