The Support Macro Autopsy
Audit and fix the most-used support macros
audit and fix the most-used support macroscross-industrytool-agnosticoperationssupportcxmacrosqualitybeginner
Entry PT-0161 · full text · stolen 0 timesReceived
Here are our 20 most-used support macros and the ticket context for each: [PASTE MACROS WITH A ONE-LINE USE CASE FOR EACH]. Autopsy them: which ones answer the question, which ones answer a different question than the customer asked, which ones sound like a legal disclaimer, and which ones create a second ticket by being vague. Rewrite the five worst so the first line resolves or clearly routes the issue. Flag any macro that promises something policy does not back.
Inputs needed
- ■Top 20 macros with use context
What good output looks like
Every macro classified (answers / misses / legalese / creates-tickets); five rewrites lead with resolution; overpromises flagged against policy
The stream (0)
Reading the room…