{"id":"cs-ticket-thread-summary-for-csm","audience":"customer-support","category":"support-work","technique":"audience","track":"support","level":"intermediate","title":"Summarize a long ticket thread for the CSM taking over","free":false,"task":"Summarize the thread for the CSM in four lines starting \"Issue:\", \"Tried:\", \"Where it stands:\" and \"In their words:\". \"In their words:\" must be one exact quote copied from the customer's messages, in quotation marks. Use only the thread. Plain text, under 85 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"TICKET #4471 - Hartwell Bakery (admin: Colm Reilly) - opened Oct 28\n\nOct 28, Colm: \"Our daily sales export is empty since Monday. We run payroll off it.\"\nOct 28, Support (Ines): Asked for the export job ID and filters used.\nOct 29, Colm: \"Job ID 88213. No filters. I need this fixed before Friday's payroll run.\"\nOct 29, Support (Ines): Reproduced the empty file. Cleared the export cache; re-ran; still empty.\nOct 30, Support (Ines): Engineering found the job was pointing to an archived store. Re-linked the store; export now has 3 of 11 stores.\nOct 30, Colm: \"This is better but 8 stores are still missing. I do not want to find out on Friday morning.\"\nOct 31, Support (Raul): Engineering is checking why 8 stores are not linked; no cause yet. Workaround offered: manual export per store.\nOct 31, Colm: \"Manual export for 8 stores is not realistic for us.\"\nStatus: open, assigned to Engineering. Priority P2.","rules":[{"type":"plainText"},{"type":"maxWords","max":85}],"mistakes":[{"title":"Wrong shape","why":"The AI writes a paragraph or adds extra labels.","fix":"Say: \"Exactly four lines starting Issue:, Tried:, Where it stands:, In their words:.\"","checks":["r0"]},{"title":"Paraphrasing the quote","why":"The AI rewrites the customer's words.","fix":"Say: \"Copy one customer quote exactly, in quotation marks.\"","checks":["r2"]},{"title":"Promising a fix","why":"The AI says it will be fixed before Friday.","fix":"Say: \"No fix dates; state where it stands.\"","checks":["r1"]},{"title":"Dropping the numbers","why":"The AI writes \"partly fixed\".","fix":"Say: \"Say how many of 11 stores export and how many are missing.\"","checks":["r1"]},{"title":"Getting markdown back","why":"AI adds bold and headings by default, which show up as stray symbols where this is pasted.","fix":"Say \"plain text, no bold, no headings, no asterisks\".","checks":["plainText"]},{"title":"Trusting the AI to count words","why":"The AI runs long and cannot count its own words.","fix":"Cap each part (\"each line under 12 words\") and add \"under N words in total\".","checks":["maxWords"]}],"promptHints":[{"label":"Names the four labels","patterns":["issue:","tried:","where it stands","in their words"]},{"label":"Asks for an exact quote","patterns":["exact","verbatim","quote"]},{"label":"Keeps to the thread","patterns":["only the thread","use only","thread only"]},{"label":"Names the reader","patterns":["csm"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets a word cap","patterns":["\\d+\\s*words","under \\d+","word"]}],"hint":"For a handoff reader, ask for fixed labels and an exact quote so the customer's voice is not rewritten.","mission":"Brief the new CSM on this long ticket thread.","musts":["One exact customer quote","Thread facts only","Under 85 words"],"rubricLabels":["The output has exactly four lines starting \"Issue:\", \"Tried:\", \"Where it stands:\" and \"In their words:\"","\"Tried:\" covers the cache clear and the store re-link, and \"Where it stands:\" says 3 of 11 stores export, 8 are missing, the cause is not found and the thread is with Engineering, without promising a fix date","\"In their words:\" is one quote copied exactly from a Colm message in quotation marks (such as \"Manual export for 8 stores is not realistic for us.\")"]}