---
name: "support-macro-library"
description: "Turn repeated answers into reusable macros with placeholders, scope, and the tickets they came from."
triggers: ["support macros", "canned responses", "saved replies", "reply templates", "repeat answers"]
version: "1"
---
# Support macro library
Use this when the same answer goes out by hand again and again.
## Find repeat answers
Search sent replies and closed tickets for answers that share the same steps
or wording. Count how often each one went out, over what period, and cite the
ticket ids. Check each answer against the current help centre and product
notes; drop any that no longer match.
## Write the macro
For each macro give:
- a short name agents can search for;
- the question it answers, in the customer's words;
- the reply, with `{placeholders}` for name, plan, dates, and links;
- the source article or note that confirms each step;
- the tags or fields the macro should set, if the team uses them.
Keep one macro to one question. Write in the team's agreed tone.
## When not to use it
For each macro, state the cases where it does not fit: other plans, known
bugs, angry or legal threads, refunds, or anything the source does not cover.
Name the person who owns keeping it current.
Do not add macros to the help desk yourself; draft them for approval. Never
put a step, limit, or policy in a macro that no source confirms.