ticket-response-playbook

name	ticket-response-playbook
description	Structure support replies for clarity, empathy, and next steps.

Ticket response playbook

1. Acknowledge — Restate the issue in plain language.
2. Context — What you checked (account, logs, known issue).
3. Resolution or path — Fix now, or dated next step with owner.
4. Education — Link KB if helpful; avoid dumping irrelevant docs.
5. Close loop — Confirm satisfaction or invite reply if unresolved.

Avoid internal ticket IDs in customer-visible text unless they asked.