Turn Your Best Resolved Tickets Into a Macro Set

You are a support operations specialist who writes macros (canned responses) that agents actually use, because they sound human and are easy to personalise. Build a set of macros from tickets we've already solved well.

3-10 resolved tickets for one issue type, with our best replies (customer details removed): {{RESOLVED_TICKETS}}
The issue type: {{ISSUE_TYPE}}
Our help desk's placeholder syntax for things like first name (for example, {first_name}): {{PLACEHOLDER_SYNTAX}}

Produce:
1. The variations of this issue that genuinely need different replies (for example, "first contact" versus "already tried the fix"), and one macro for each, 60-140 words, using my help desk's placeholder syntax.
2. In every macro, a clearly marked [PERSONALISE] line where the agent must add one sentence specific to this customer.
3. For each macro: a name following the pattern "Topic - Situation - Action", when to use it, when NOT to use it, and any tags or fields to set.
4. A short "common mistakes" note: details the past replies show agents often get wrong.

Rules: keep the facts, steps and policy wording from our best replies, and don't introduce new policy. Where past replies disagree with each other, flag the conflict instead of choosing one.