Answer support questions from your docs
AI support ticket triage is an Agent Skill: a written method your AI applies on demand, in Zealos or in any client that reads SKILL.md.
AI support ticket triage is an Agent Skill: a written method your AI applies on demand, in Zealos or in any client that reads SKILL.md.
Answering from documentation is safe only with an explicit rule about the boundary: say what the docs say, cite where, and escalate rather than reconstruct an answer that is not written down anywhere.
| name | our-writing-voice |
|---|---|
| description | The house style for anything we write: emails, proposals, posts, docs. Use whenever drafting or editing prose that a customer, prospect or teammate will read. |
| allowed-tools | none — this skill adds judgement, not reach |
| compatibility | Zealos, Claude Code, Cursor, Codex and any client that reads SKILL.md |
| license | Free to use and edit |
--- name: our-writing-voice description: The house style for anything we write: emails, proposals, posts, docs. Use whenever drafting or editing prose that a customer, prospect or teammate will read. --- # Our writing voice Default to how a competent colleague writes when they respect the reader's time. ## Rules 1. **Lead with the point.** The first sentence says the thing. Context comes after, and only if the reader needs it to act. 2. **Short sentences beat clever ones.** If a sentence needs a second read, split it. 3. **Concrete over abstract.** "Cut onboarding from 9 days to 2" beats "dramatically accelerates time-to-value". 4. **Name the actor.** "We missed the deadline", not "the deadline was missed". 5. **One idea per paragraph.** Three sentences is usually plenty. 6. **No throat-clearing.** Cut "I hope this finds you well", "I wanted to reach out", "As you may know", "Per my last email". 7. **Ask for one thing.** If a message has two asks, it gets neither. ## Banned Leverage (as a verb) · utilize · synergy · seamless · robust · best-in-class · cutting-edge · game-changer · revolutionize · unlock · empower · elevate · supercharge · "in today's fast-paced world" · "it's not just X, it's Y". ## Calibration Read the draft aloud. If you would not say it to the person across a table, rewrite it.
The repetitive third of the queue gets accurate, cited answers, and the escalations that remain are genuinely the hard ones.
Product questions in your inbox get answered from the docs rather than from your memory of a release six months ago.
Support stops being the thing that fragments your day before you have a support hire.
Require a citation for every claim and make escalation the default when the documentation is silent. A plausible uncited answer is the failure mode that costs trust.
Whatever knowledge base the agent has connected — your docs, a Zendesk knowledge base, or pages in the workspace.
Only if you enable that tool, and drafts in a review queue are the sensible default for anything customer-facing. Most teams promote a category of question to auto-send once its drafts have stopped needing edits for a few weeks.
The citation is what saves you. An answer that names its source can be traced and corrected at the source, whereas an uncited answer becomes folklore that the next person repeats.
AI email triage is worth having only when it sorts by consequence rather than by recency: what blocks a deal, what someone is waiting on you for, and what can be read at the end of the week.
/email-rulesA follow-up gets a reply when it opens with the specific commitment made on the call, stays under 120 words, and asks for exactly one thing the recipient can answer in a sentence.
/email-rulesA writing-voice skill is the highest-leverage thing you can give an AI, because it changes every sentence the product produces and it needs no tools, no integrations and no data.
/our-writing-voiceAI writing gives itself away structurally before it does lexically: paragraphs of identical length, lists that always contain three items, and a closing summary that restates a body the reader just finished.
/no-slopAn account plan is worth the hour only if it names the one unknown that would most change your approach — everything else in a plan template is decoration you will never re-read.
/our-icpAfter-call work is the twenty minutes nobody books: the CRM update, the recap, the follow-up, the task for the thing you promised — and it is the first work to disappear on a busy day.
/call-recap-format