[
  {"shortcut": "itopen", "phrase": "Hello [prompt:User name],\n\nThank you for contacting IT Support. Your ticket #[prompt:Ticket ID] has been created. I will be handling your request and will keep you updated on our progress.", "description": "Ticket opened acknowledgment"},
  {"shortcut": "itrestart", "phrase": "Hi [prompt:User name],\n\nAs a first troubleshooting step, please try restarting your [prompt:Device/service]. This resolves many common issues. Let me know if the problem persists after the restart and we will dig deeper.", "description": "Restart suggestion"},
  {"shortcut": "itremote", "phrase": "Hi [prompt:User name],\n\nI would like to remote into your machine to diagnose the issue directly. Please approve the remote session request I am sending to [prompt:Email/tool]. Let me know when you are ready.", "description": "Remote session request"},
  {"shortcut": "itpw", "phrase": "Hi [prompt:User name],\n\nYour password has been reset. Your temporary password is: [prompt:Temp password]\n\nPlease log in and change it immediately at [prompt:URL]. Temporary passwords expire in 24 hours. Let me know if you run into any issues.", "description": "Password reset"},
  {"shortcut": "itaccess", "phrase": "Hi [prompt:User name],\n\nAccess to [prompt:System/Resource] has been granted. You can now log in at [prompt:URL] using your standard credentials. Please note that this access expires on [prompt:Expiry date] unless renewed.", "description": "Access provisioned"},
  {"shortcut": "itincident", "phrase": "## Incident Report - [date]\nSeverity: [prompt:P1/P2/P3]\nAffected systems: [cursor]\nImpact: [prompt:User/business impact]\nRoot cause: [prompt:Root cause]\nResolution: [prompt:Steps taken]\nPrevention: [prompt:Prevention measures]", "description": "Incident report template"},
  {"shortcut": "itmaintenance", "phrase": "SCHEDULED MAINTENANCE NOTICE\n\n[prompt:System name] will be unavailable on [prompt:Date] from [prompt:Start time] to [prompt:End time] for scheduled maintenance. During this window, [prompt:Impact]. We apologize for any inconvenience.", "description": "Maintenance window notice"},
  {"shortcut": "itoutage", "phrase": "We are aware of an issue affecting [prompt:Service]. Our team is actively investigating. Current status: [prompt:Status]. Estimated resolution: [prompt:ETA]. We will provide updates every [prompt:Interval]. Apologies for the disruption.", "description": "Outage communication"},
  {"shortcut": "itclose", "phrase": "Hi [prompt:User name],\n\nI am closing ticket #[prompt:Ticket ID] as the issue appears to be resolved. If you continue to experience problems, please reply to this message and the ticket will be reopened automatically. Thank you!", "description": "Ticket resolution and close"},
  {"shortcut": "itsecurity", "phrase": "SECURITY ALERT\n\nWe have detected [prompt:Issue] on your account/device. Immediate action required: [cursor]\n\nIf you did not initiate this activity, contact IT Security immediately at [prompt:Contact]. Do NOT click any suspicious links.", "description": "Security alert to user"},
  {"shortcut": "itonboard", "phrase": "## IT Onboarding Checklist - [prompt:Employee name] - [date]\n- [ ] Laptop provisioned and configured\n- [ ] Email account created: [prompt:Email]\n- [ ] VPN access granted\n- [ ] Software installed: [cursor]\n- [ ] Security training assigned\n- [ ] Badge/access issued", "description": "New employee IT onboarding checklist"},
  {"shortcut": "itoffboard", "phrase": "## IT Offboarding - [prompt:Employee name] - [date]\n- [ ] All devices returned\n- [ ] Accounts deactivated\n- [ ] Email forwarding set up until [prompt:Date]\n- [ ] Data backed up and transferred\n- [ ] Access revoked from all systems", "description": "Employee offboarding checklist"}
]