# Customer Service Skill Pack

Use for Zendesk replies, support follow-up, escalation prep, and repeated support issues.

## Ticket Reply Draft

```text
Draft a customer support reply for Treverse.

Case type:
<pickup/payment/refund/item not as described/location/hours/deadline/other>

Customer issue:
<paste ticket summary>

Known facts:
<paste facts from Zendesk, A-Stock/GEMS, TIPS, or policy>

Return:
- concise customer reply
- internal note for support
- what must be verified before sending
- whether this could become a macro or knowledge-base entry
```

## Escalation Packet

```text
Create an escalation packet.

Return:
- customer-visible issue
- internal root-cause hypothesis
- systems involved
- timeline of events
- what has already been tried
- recommended owner
- urgency
- exact question that needs answering

Source:
<paste ticket/thread/context>
```

## Macro Candidate

```text
Turn this repeated issue into a Zendesk macro candidate.

Return:
- macro title
- customer reply draft
- internal handling notes
- tags/categories
- when not to use this macro
- source facts that must stay accurate

Examples:
<paste 2-5 similar tickets or summaries>
```