How to use the Support playbook template

Start a board from it
Use this template opens a new Freero board with the Support playbook template on it (sign up free first). On a board you already have, open Templates in the toolbar and search for “Support playbook”.
Follow the instruction on the board
“One playbook per ticket type. Write it from three real tickets, then let a new agent use it on the next one and fix what they trip on.”
Fill in each part
- What kind of ticket is this, and how do you recognise it?
- What do you check before replying? Systems to open and facts to confirm.
- What can you decide on your own?
- What do you say? Key phrases to use and avoid.
- When do you hand it on, and to whom?
- How do you close it well?
Bring your team and your agents
Invite people to the board or share a link, and work on it together live. The timer is in the top bar, private mode and voting in the board menu, and Claude or ChatGPT can join through Freero’s MCP server.

Work on it with an AI agent

Connect an assistant once and it works on the board with you, with your permissions: by default it reads and proposes, and people decide.

You ask: “Fill in the Support playbook board from these notes.”
What happens It reads the board, then proposes sticky notes for it. Nothing changes until someone on the board accepts them.
You ask: “Group what we wrote into themes and list the actions.”
What happens It proposes clusters with a title each and task cards for the actions, labelled with its name and yours.

Support triage board
Keep the team’s tricky tickets visible: what is new, waiting on the customer, with engineering, and solved this week.
Support escalation review
Look back at the tickets that had to be escalated this month, find why they got stuck and fix the causes, not just the tickets.
Help centre gap review
Find the questions customers keep asking support that your help articles don’t answer, and plan which articles to write or fix.
Customer coverage model
Decide how much attention each group of customers gets, from a named manager to self-service, and what each group can expect.
Negotiation plan
Prepare for a contract negotiation: what you must get, what you can give, what they will ask for and your walk-away point.
Customer complaint log
Log every customer complaint with its channel, category and how it was put right, and spot the themes that keep coming back.