Draft replies to new support tickets

A new ticket just came into Zendesk. Read the ticket and the customer's earlier tickets. Work out what they need and check [our help center or docs] for the answer. If it's a bug report, collect the details an engineer would need: what they did, what happened, and their browser or device. Add an internal note on the ticket with a suggested reply in our support voice: friendly, direct, and under [120] words. Link the help article you used. Don't reply to the customer or change the ticket's status, priority, or assignee. Tell me the ticket subject, what the customer needs, and whether the suggested reply resolves it.