Free tool · Writing and email
Support reply checklist
Paste a draft reply for instant checks on tone and clarity, then tick off the rest before you hit send.
Runs in your browser. Nothing you paste is uploaded.
About this tool
Support writing checklist: how it works
Most bad support replies are not rude. They are long, they skip the customer's second question, or they end without saying what happens next. This checklist is built around those mistakes.
Paste a draft and nine checks run instantly: does it greet the customer by name, are there leftover placeholders like {{name}} or [link], does it blame the customer or the policy, is there a next step and a time, are sentences short enough to read on a phone. The rest needs a human, so tick those yourself. The score combines both.
Use it when onboarding new agents or for a weekly review of a few replies. Once a reply passes, save it as a canned response so nobody writes it from scratch again. Then track the effect on your CSAT score.
What it does
- Automatic checks on the pasted draft
- Finds leftover placeholders like {{name}} or [link]
- Flags phrases like "unfortunately" and "as I said"
- Long sentence, caps and exclamation mark warnings
- 13 point checklist with a reply score
Building on Ticketdesk?
Automate tickets, AI agents and inboxes from your own code.
FAQ
Support writing checklist: common questions
What makes a good customer support reply?
It answers every question in the message, acknowledges the problem once, gives numbered steps when there are steps, and ends with a clear next action and a time. Most good replies are under 150 words.
Which phrases should I avoid in support emails?
"Unfortunately", "as I mentioned", "per my last email", "you need to" and "our policy is". They read as blame. Say what you can do instead: "I can refund it today" rather than "Unfortunately, refunds take 5 days".
Is my draft sent anywhere?
No. All checks run in your browser.
Can AI write the first draft for me?
Yes. A Ticketdesk AI agent drafts replies from your help center and past tickets, and agents edit before sending. Run the draft through this checklist the first few weeks to tune the agent's instructions.