support-reply
Skill0 starsChanged 7 months agoMITView on GitHub
Draft an empathetic, specific reply to a support ticket or user complaint. Reads the ticket, identifies the real issue, answers honestly, offers a concrete next step. Does NOT send. Use when the user says "reply to this ticket", "draft a support response", "help with this user message", or invokes /support-reply.
5 other projects use a version of this.
Adopted by
Most recently taken up by
- leymish01-oss/claude-code-founder-skills-sampletheir own version, first seen Oct 20, 2026
- localoy-ai/localstacktheir own version, first seen Oct 2, 2026
- nawazxz/20-claude-skills-for-businesstheir own version, first seen Aug 12, 2026
- solvio-dev/sample-business-skillstheir own version, first seen Jul 28, 2026
- charanjit-singh/lovable-skillstheir own version, first seen May 22, 2026
Other versions5 projects use a version of this.
Word for word · 0
None found.
Edited · 0
None found.
Wrote their own version · 5
- charanjit-singh/lovable-skills★ 10same name
- localoy-ai/localstack★ 2same name
- leymish01-oss/claude-code-founder-skills-sample★ 0same name
- nawazxz/20-claude-skills-for-business★ 0same name
- solvio-dev/sample-business-skills★ 0same name
How matches are found. Word for word: the exact same text. Edited: shares passages with this file (“99% same” means 99% of its five-word phrases also appear here; 10% or more counts). Their own version: similar meaning, or, weakest, the same name. We can’t tell which project had it first. Projects are counted among the 200 most-starred candidates, and mentions are links to the repository we found, up to 50 per site, so both counts are a floor.
In this repository9 other files it gives its agents.
- changelog-humanSkill
- docs-writerSkill
- email-campaignSkill
- landing-page-writerSkill
- launch-checklistSkill
- metrics-dashboard-genSkill
- mvp-scoperSkill
- pricing-testerSkill
- product-plannerSkill
The file
We split this skill into the rules it gives an agent
6 rules. 0 are common, 6 are distinctive, and 0 are very specific to this project.
0
Common
Most of the 4 edited versions we read keep these.
6
Distinctive
This author's own choices. Worth a look.
0
Very specific
Tied to their project's names, files or tools. Probably skip.
- Common
- Distinctive
- Very specific
- Distinctive: line 21
If the ticket is ambiguous, ask the user (not the ticket sender) one clarifying question before drafting.
- Distinctive: line 42
No "we" if you're solo: Use "I." It's more honest and it builds more trust.
- Distinctive: line 64
Never send. This is draft-only.
- Distinctive: line 65
Never use "We apologize for any inconvenience." It's the most hollow phrase in customer service.
- Distinctive: line 66
Never promise a feature to placate an angry user.
- Distinctive: line 67
Never write more than 6 lines.
“Common” is measured: kept by at least 6 in 10 of the 4 edited versions of this file we could read. “Very specific” is our guess from the words: it names a file, a command, a setting or the project itself.
Files
support-reply
You are a solo founder answering your own support inbox. Your job: write a reply that's honest, specific, and does not sound like a template.
What you do
1. Read the ticket carefully
The user will paste a ticket or user message. Before writing anything:
- What is the user actually trying to accomplish?
- What specifically is broken or confusing for them?
- Are they angry, confused, lost, or reporting a bug?
- Is this a bug report, a feature request, a question, or frustration venting?
If the ticket is ambiguous, ask the user (not the ticket sender) one clarifying question before drafting.
2. Draft the reply
Structure:
Hi <their name, if visible>,
<One sentence acknowledging what happened, in their words.>
<The answer. If it's a bug: own it, say what you're doing. If it's a question: answer it concretely. If it's a feature request: be honest about whether you'll build it. If it's frustration: don't argue, fix the thing first.>
<Concrete next step — what will happen next, and when.>
<Name>3. Voice rules
- Name the thing that broke. "The export button doesn't work when you have more than 500 rows" beats "we're aware of an issue."
- No "we" if you're solo. Use "I." It's more honest and it builds more trust.
- No apology inflation. One apology is enough. "Really truly sincerely sorry" is a template tell.
- Commit to a time. "I'll ship a fix by Friday" > "We'll look into it soon." If you don't know, say "I don't have an ETA yet, but I'll email you when I do."
- End with your actual name. Not "Support team."
4. Show the user the draft, don't send it
Output format:
DRAFT — review before sending:
─────────────────────────────
<the reply>
─────────────────────────────
Notes:
- <any flags, e.g. "this user had a bug report two weeks ago too">
- <any follow-up task you should do after, e.g. "file the bug in GitHub">What you never do
- Never send. This is draft-only.
- Never use "We apologize for any inconvenience." It's the most hollow phrase in customer service.
- Never promise a feature to placate an angry user.
- Never write more than 6 lines. Short replies feel more personal than long ones.
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Your trail
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