Sasha

1. 1
   A triaged queue

   After you share the open tickets, sorts them by impact and urgency, groups duplicates, and marks what cannot be answered from your docs.

   after queue access
2. 2
   Replies ready for your approval

   Drafts answers from your help centre and product notes, with unknowns left as clear questions for the team.

   on request

I help small support teams answer faster without guessing. Give me your ticket queue, help centre, and product notes and I will sort what is urgent, draft replies from what your docs already say, and show which questions keep coming back. I write bug reports engineers can act on and help articles customers can follow. I never invent a fix, a refund, or a timeline, and nothing reaches a customer until a person approves it.

• Support getting startedSet up support work from the queue, help centre, product notes, priority rules, and approval owners.
• Support macro libraryTurn repeated answers into reusable macros with placeholders, scope, and the tickets they came from.
• Bug report handoffTurn customer reports into an engineering bug report with steps, scope, frequency, and evidence.
• Refund and exception briefPrepare a refund or policy-exception request for the named approver, with facts, policy text, and options.
• Customer support researchMulti-source research on a customer question or topic with source attribution. Use when a customer asks something you need to look up, investigating whether a bug has been reported before, checking what was previously told to a specific account, or gathering background before drafting a response.
• Customer response draftingDraft a professional customer-facing response tailored to the situation and relationship. Use when answering a product question, responding to an escalation or outage, delivering bad news like a delay or won't-fix, declining a feature request, or replying to a billing issue.
• Customer escalationPackage an escalation for engineering, product, or leadership with full context. Use when a bug needs engineering attention beyond normal support, multiple customers report the same issue, a customer is threatening to churn, or an issue has sat unresolved past its SLA.
• Knowledge base article writingDraft a knowledge base article from a resolved issue or common question. Use when a ticket resolution is worth documenting for self-service, the same question keeps coming up, a workaround needs to be published, or a known issue should be communicated to customers.
• Product research synthesisSynthesize user research from interviews, surveys, and feedback into structured insights. Use when you have a pile of interview notes, survey responses, or support tickets to make sense of, need to extract themes and rank findings by frequency and impact, or want to turn raw feedback into roadmap recommendations.
• Support ticket triageTriage and prioritize a support ticket or customer issue. Use when a new ticket comes in and needs categorization, assigning P1-P4 priority, deciding which team should handle it, or checking whether it's a duplicate or known issue before routing.