{"id":"cx-closed-ticket-reply-new-ticket-link","audience":"customer-support","category":"support-work","technique":"constraints","track":"support","level":"beginner","title":"Reply to a customer who wrote back on a long-closed ticket","free":false,"task":"Reply to Lena. First line exactly \"Hi Lena,\" and last line exactly \"Kai, Care Team\". Say her new question has its own new ticket with the number, that the old ticket stays closed and why, and that she does not need to send the details again. Plain text, under 60 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"TICKET #3101 - closed Oct 15 (solved: password reset)\nLena Fox replied on Nov 4: \"Thanks again for the reset. Separate question: my last invoice shows two seats I never added. Can you check?\"\n\nPOLICY - REPLIES TO CLOSED TICKETS\n- A reply on a ticket closed less than 14 days ago reopens it automatically.\n- A reply on a ticket closed 14 days or more ago does not reopen. The agent creates a new ticket, copies the customer's message into it, links the old ticket and tells the customer the new number.\n- Do not ask the customer to resubmit information that is already in their message.\n\nNEW TICKET CREATED\nNew ticket number: #3340 (billing).","rules":[{"type":"plainText"},{"type":"maxWords","max":60}],"mistakes":[{"title":"Reopening the old ticket","why":"The AI says it has reopened #3101.","fix":"Say: \"The old ticket stays closed; use the new number #3340.\"","checks":["r1","r2"]},{"title":"Asking her to resend","why":"The AI asks for the invoice details again.","fix":"Say: \"She doesn't need to send the details again.\"","checks":["r2"]},{"title":"Missing exact lines","why":"The AI writes its own greeting and sign-off.","fix":"Quote the first and last lines.","checks":["r0"]},{"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":"AI is bad at counting and usually runs long, so a vague \"keep it short\" lands well over the limit.","fix":"Cap each part instead of the total, for example \"each line under 15 words\".","checks":["maxWords"]}],"promptHints":[{"label":"Quotes the first and last lines","patterns":["hi lena","kai, care team"]},{"label":"Gives the new ticket number","patterns":["#3340","new ticket"]},{"label":"Says the old ticket stays closed","patterns":["stays closed","14 days","remain closed"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets a length limit","patterns":["\\d+\\s*words","word (limit|count)","under \\d+"]}],"hint":"Quote the first and last lines, give the new ticket number and say what happens to the old one.","rubricLabels":["The reply starts with the line \"Hi Lena,\" and ends with the line \"Kai, Care Team\"","The reply gives the new ticket number #3340 for the invoice question","The reply says the old ticket stays closed because it was closed 14 days or more ago (it closed on Oct 15), and does not ask her to send the details again"]}