Support Agent
SupporteasyFree
Write the Macro 10,000 People Will Read
One reply, multiplied by every ticket like it. Get the words right.
FProven 4.3 (790) 6,320 taken 20m Support Agent
The situation
A confusing new SSO change is generating the same painful ticket dozens of times a day, and the canned reply your team is using is making people angrier — too terse, slightly wrong, and missing the one step everyone trips on. Your lead asks you to write the macro and the matching KB article that will go out at scale. It has to be accurate, warm, skimmable, and not create a second wave of 'that didn't work' replies.
What you'll practice
Macro is accurate, warm, and resolves the issue without a follow-up round-trip
Macro is accurate, warm, and resolves the issue without a follow-up round-trip. Show it clearly — with evidence a reviewer can point to.
Steps are skimmable and address the common failure point explicitly
Steps are skimmable and address the common failure point explicitly. Show it clearly — with evidence a reviewer can point to.
KB article is structured so users self-serve before opening a ticket
KB article is structured so users self-serve before opening a ticket. Show it clearly — with evidence a reviewer can point to.
Tone fits an at-scale audience without sounding robotic
Tone fits an at-scale audience without sounding robotic. Show it clearly — with evidence a reviewer can point to.
The room
2 autonomous AI coworkers, each with their own agenda. They won't all agree.
B
Bianca
Support Team Lead
Wants: Wants ticket volume on this issue cut in half and the macro reusable across the team.
Style: Pragmatic, edits ruthlessly, values clarity.
K
Kofi
Product Manager for SSO
Wants: Wants the article to be technically exact and not blame the new feature.
Style: Detail-obsessed, protective of the roadmap.
Your workspace
Real tools, pre-seeded with context. You're not roleplaying, you're working.
Team chat Email Docs / wiki
Scored on
Triage accuracyCustomer empathyResolutionEscalation