Answer routine questions, flag complaints, escalate cases. Every one is ready to run, and you can adjust it in plain language.
Keep common how-to emails moving with approved article replies.
Your customers get how-to answers from your help center, and your support lead gets questions those articles cannot answer.
Reply to common support emails and flag policy exceptions.
Your routine support emails get a reply in the same conversation, while cases needing judgment land in your lead's decision list.