Superpowers for customer support
The four runs that turn a ticket queue into answers and documentation.
The steps
- Which of these you want — All four read your real helpdesk, so all four need one connected. Three of them analyse — what is missing from the help centre, what customers are actually saying, which replies deserve to become macros. One of them, and only one in the whole catalogue, is allowed to send: clearing the queue, under boundaries you write, never for an angry customer and never for money.
- Find the gaps in your help centre — Use it when the same questions arrive every week and the help centre does not answer them.
**You get** — tickets grouped by the underlying question rather than by tag, gaps ranked by volume times handling time, and the missing articles written — edge cases included, since those are why people wrote in.
**Stays yours** — publishing them. The articles are written into the deliverable; your help centre is not touched.
Run by the **Support Agent** · ~12 min · needs Intercom.
- Report what customers are saying — Use it when a roadmap decision is coming, or the team is arguing about what customers want.
**You get** — pain classified into bug / missing feature / works-but-cannot-be-understood, ranked by frequency times severity, with real verbatims, what customers praised, and every churn signal flagged.
**Stays yours** — deciding what to build. It ranks pain by frequency times severity; the roadmap call is yours.
Run by the **Support Agent** · ~10 min · needs Intercom.
- Build your reply library — Use it when replies are inconsistent because everyone writes them from scratch.
**You get** — the twenty macros covering most of your volume, learned from the replies your team actually sent and liked, each with its trigger and its branches — plus the questions that must never get a macro.
**Stays yours** — loading them into your helpdesk.
Run by the **Support Agent** · ~9 min · needs Intercom.
- Clear the ticket queue — Use it when the queue is long enough that triaging it has become the work.
**You get** — every open ticket triaged by what it costs to leave it, a reply written per ticket in the tone of your resolved conversations, and the ones only you can answer flagged.
**Stays yours** — this is the one superpower allowed to send — only the straightforward ones, only in the mode you choose, never anything on the never-send list you write. It never closes a ticket and never promises a refund.
Run by the **Support Agent** · ~14 min · needs Intercom.
- Answer every support ticket — Use it when tickets arrive at every hour and the first reply is what people actually judge you on — the queue is not the problem, the wait is.
**You get** — a webhook URL to point Intercom or your contact form at. Every ticket that hits it is read in full, checked against what you already told that customer, answered in one reply and written up — the straightforward ones sent, the rest handed to you with the draft ready.
**Stays yours** — the boundaries. What it may settle, what it must never say, and which tickets it has to stop and fetch you for — it knows only what you write at setup, and it answers in your name while you sleep.
Run by the **Support Agent** · ~2 min · sharper with Intercom, Zendesk or Front, Gmail, Outlook or AgentMail, Firecrawl.
- Onboard every new customer — Use it when every new customer gets the same welcome email, and the ones who leave in month one never did the first thing that makes the product work.
**You get** — a webhook URL to paste into Stripe or your order form. Every customer who pays is written to about the plan they actually bought, given one first step instead of a link list, filed in your workspace, and scheduled a check-in that asks whether they took it — before anyone opens the dashboard.
**Stays yours** — what may never be promised. This one writes in your name to someone who has just paid, so the dates, features and discounts it must not offer are the ones you write at setup.
Run by the **Support Agent** · ~2 min · sharper with Gmail, Outlook or AgentMail, Slack.
- Answer every review and mention — Use it when reviews land faster than anyone answers them, and the unanswered ones are the ones people read.
**You get** — every review read against what you already know, answered in your voice, and the ones that need a human flagged and left alone rather than replied to badly.
**Stays yours** — the hard ones, on purpose — you name which. And posting: a public reply cannot be unsent, so it starts in draft.
Run by the **Support Agent or Social Manager** · ~2 min · sharper with Gmail, Outlook or AgentMail, Firecrawl.
You should see
You can name the one run that produces the thing you were about to make by hand.
The OpenLabor Academy