Drafts a reply to a Fennel Desk customer ticket in the support team's voice. Use when asked to "draft a reply", "answer this ticket", or "how should we respond to this customer".
Installs into .claude/skills of the current project.
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---
name: ticket-reply
description: Drafts a reply to a Fennel Desk customer ticket in the support team's voice. Use when asked to "draft a reply", "answer this ticket", or "how should we respond to this customer".
---
# Ticket Reply
## Steps
1. Read the whole ticket thread, oldest message first. Find what the customer is actually blocked on; it is often not the first thing they asked.
2. Answer that in the first sentence.
3. Give the steps as a numbered list only when there are three or more.
4. Close with what happens next and who does it.
## Gotchas
- Never promise a date for an unreleased feature. Say it is planned and offer to add them to the notify list.
- A refund request over 200 pounds is escalated to a team lead, not answered.
