All templates
Role-based

SUPPORT PLAYBOOKS

For Customer Support Representatives, Success Managers, and Help Desk Teams

Ticket Triage & Routing

Prompt
Review incoming support tickets from [Zendesk/Intercom/HubSpot]. For each ticket:
- Categorize by issue type (billing, technical, feature request)
- Assign priority (critical, high, medium, low)
- Route to appropriate team member
- Flag urgent issues for immediate escalation
- Suggest initial response templates

Send me a summary of critical tickets every 2 hours.
Tools used

HubSpot, Python Code Execution, Slack/Email

What it does

Ensures every customer issue gets to the right person quickly, reducing response times and improving satisfaction.

Customer Context Lookup

Prompt
Before I respond to [customer name] about [ticket subject], pull their full context:
- Account history and plan details
- Previous support tickets
- Recent product usage
- Any ongoing issues or escalations
- Notes from customer success team
- Recent communications

Summarize in a brief I can review before my call/reply.
Tools used

HubSpot/Salesforce, File Upload, Web Browser Agent

What it does

Gives support agents complete customer context so every interaction feels personal and informed.

Response Draft Assistant

Prompt
Draft a response to this customer ticket: [paste ticket details]

Context:
- Customer plan: [plan type]
- Issue: [describe problem]
- Tone: [empathetic/professional/apologetic]
- Solution: [what we can offer]

Include:
- Acknowledgment of their frustration
- Clear explanation of the issue
- Specific next steps
- Timeline for resolution
- Contact info for follow-up
Tools used

Text Generation (built-in)

What it does

Speeds up response time while maintaining quality and empathy in every customer interaction.

FAQ/Knowledge Base Update

Prompt
Review this week's support tickets and identify:
- Top 5 recurring questions
- New issues not in our knowledge base
- Outdated articles that need refreshing
- Gaps in our documentation

Draft new FAQ entries or article updates for the most common issues. Save to [Notion/Google Docs] for review.
Tools used

File Upload, Python Code Execution, Notion/Google Docs

What it does

Turns support insights into self-service resources that reduce ticket volume over time.

Customer Health Check

Prompt
Run a health check on our top 20 customers this week. Analyze:
- Support ticket volume (increasing?)
- Product usage trends
- Recent NPS or satisfaction scores
- Renewal dates approaching
- Any red flags or at-risk signals

Flag at-risk accounts with specific concerns and suggest retention actions.
Tools used

HubSpot/Salesforce, File Upload, Python Code Execution

What it does

Proactively identifies customers who might churn, giving success teams time to intervene.

Escalation Summary Builder

Prompt
Prepare an escalation summary for [customer name] issue #[ticket number]. Include:
- Issue timeline and severity
- Steps already taken
- Customer impact and business risk
- Internal stakeholders involved
- Proposed resolution path
- Resources needed

Format for leadership review and decision.
Tools used

HubSpot/Salesforce, Google Docs, Gmail/Slack

What it does

Gives leadership everything they need to make quick decisions on complex customer issues.