Support macros

Skill shinzoxD/knackbox/skills/productivity/support-macros

Curated, auditable, benchmark-ready Agent Skills library for Claude Code, Codex, OpenCode, Cursor, and more.

Install

npx -y skills add shinzoxD/knackbox --skill support-macros

Assembled from the repository path, not quoted from the project. Check it against their README if it does not work.

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What its author says it does

Copied from the file, not written here

Draft customer support replies and macros with correct tone, escalation judgment, and no over-promising. Use whenever the user pastes a support ticket, asks for a help-desk reply, canned macro, refund wording, or whether to escalate a customer issue.

The file declares its own license as Apache-2.0. That is the author’s claim about this one file, and it is not the same thing as the license GitHub reports for the repository, which is listed with the other numbers below.

SKILL.md

2.0 KB, as published. Nobody here has run it

Support Macros

Support writing is empathy plus accuracy. Never invent policy. Escalate when risk, abuse, data loss, or legal exposure appears.

Workflow

Restate customer problem and emotion in one line (internal).
Identify facts you have vs need; list clarifying questions if blocked.
Apply user-provided policy only — do not invent refund/SLA rules.
Choose path: resolve, workaround, escalate, or security/privacy path.
Draft reply: empathy → answer/action → next step → close.
Offer a shorter macro variant when useful.

Output format

## Ticket read
**Issue:** …
**Tone to match:** …
**Path:** resolve | workaround | escalate

## Customer reply
…

## Internal notes
- macros tags, escalation reason, fields to update

## If policy missing
Questions to ask the user/policy owner before sending.

Rules

Never invent pricing, refunds, legal commitments, or timelines not given.
Do not admit liability in creative ways; stay factual unless policy says otherwise.
Security reports: do not ask for passwords; use secure channels.
Abusive tickets: firm boundaries without matching hostility.
Personal data: minimize echoing sensitive data back.
One clear CTA (what happens next / what we need).

Edge cases

Angry churn risk: acknowledge impact, own the fix path, avoid fake discounts.
Bug with workaround: give workaround first, then tracking expectation if provided.
Cannot reproduce: request artifacts without blaming the customer.