Configure Zendesk or Intercom's actual platform mechanics -- ticket/conversation routing, SLA policies, triggers and automations, and views -- distinct from writing the canned responses that live inside them.
Customer Support Response & Macro Library Builder (existing, Business Operations) writes the canned-response text agents send; nothing in the catalog configures the platform underneath it. Covers Zendesk's Group/View/Trigger/Automation model versus Intercom's Inbox-rule/Workflow model, SLA business-hours-calendar configuration and why a miscalibrated calendar erodes trust in breach alerts, trigger-vs-automation timing mistakes, and bot-vs-human scope when reporting response-time metrics. Explicitly cross-references the macro-builder skill's scope boundary in its own content. Priced to match Business Operations' comparable-scope connector tier, Confluence Cloud Integration ($59).
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