{"id":"cx-ticket-merge-note-four-fields","audience":"customer-support","category":"support-work","technique":"grounding","track":"support","level":"intermediate","title":"Write an internal merge note that keeps the oldest ticket","free":false,"task":"Write the internal merge note with exactly four lines starting \"Merged:\", \"Kept:\", \"Reason:\" and \"Customer told:\". Keep the oldest ticket. Reason is 10 words or fewer. Customer told says what the customer was told, without internal ticket numbers. Plain text, under 55 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"TICKET MERGE, Nov 6\nTicket T-9001: opened Nov 2, 9:10 AM, by Rosa Mendes. Subject: 'Invoice PDF is blank'. Status: open, one agent reply on Nov 3.\nTicket T-9007: opened Nov 5, 4:40 PM, by Rosa Mendes (same customer, same email). Subject: 'Still blank!! invoice PDF'. Status: new.\nThe two tickets describe the same problem (blank invoice PDF for invoice 2210).\n\nMERGE RULE: keep the oldest ticket and merge the newer one into it. Tell the customer in one sentence that her two messages are now in one conversation and the earlier ticket continues.\nPolicy: do not show internal ticket numbers to the customer.\nTeammate suggestion: 'Keep T-9007, it has the angrier wording and she is more likely to respond to it.' (Not the rule.)","rules":[{"type":"plainText"},{"type":"maxWords","max":55}],"mistakes":[{"title":"Keeping the newer ticket","why":"The teammate suggests keeping T-9007.","fix":"Say: \"Keep the oldest ticket: T-9001.\"","checks":["r1"]},{"title":"Showing ticket numbers to the customer","why":"The AI includes T-9001 in the customer line.","fix":"Say: \"Customer told: no internal ticket numbers.\"","checks":["r2"]},{"title":"Wrong layout","why":"The AI writes a paragraph.","fix":"Name the four labels.","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":"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+"]},{"label":"Names the labels","patterns":["merged:","kept:","reason:","customer told:"]},{"label":"States the rule","patterns":["oldest","no (internal )?ticket numbers"]}],"hint":"A merge note must follow the keep-oldest rule and keep internal numbers away from customers.","rubricLabels":["The output is exactly four lines starting Merged:, Kept:, Reason: and Customer told:","Merged is T-9007 into T-9001, Kept is T-9001 (the older ticket, opened Nov 2), and Reason is 10 words or fewer and mentions the same issue or oldest ticket","Customer told says her two messages are now in one conversation and the earlier ticket continues, with no ticket numbers in that line"]}