{"id":"mgr-x-triage-process-faq","audience":"managers","category":"explaining","track":"writing","technique":"format","title":"Answer your team's questions about a new triage process","free":false,"task":"Your team has questions about the new ticket triage process starting Monday. Write exactly 3 numbered Q&A pairs answering the 3 questions they asked, each as '1. Q: ...' with the answer on the next line starting 'A:' and under 20 words, plain text. Use the final rules, and don't answer questions nobody asked.","materialLabel":"Process notes and team questions (attached to your prompt automatically)","material":"New ticket triage - Customer Support, starts Mon Mar 9\n\nFinal rules:\n- Every new ticket gets a priority label within 30 minutes: P1 (outage or payment issue), P2 (feature broken, no workaround), P3 (everything else).\n- Triage owner rotates daily; the schedule is pinned in #support-triage.\n  CHANGE (Mar 5): rotation is weekly, not daily, after team feedback.\n- If you're unsure of the priority, label it P2 and tag the triage owner.\n\nQuestions from the team (Slack):\n1. How often will I be triage owner?\n2. What if I can't tell if something is P1 or P2?\n3. How fast do I need to label a ticket?\n\nOther ideas floating around (not decided, don't mention): auto-labeling with a bot; triage bonus pay.\nFormat: I'll pin this in #support-triage.","rules":[{"type":"numberedItems","count":3},{"type":"maxWords","max":90},{"type":"plainText"}],"mistakes":[{"title":"Asking for 'an FAQ'","why":"The AI writes 8 questions with headings, including ones nobody asked.","fix":"Be exact: \"Exactly the 3 asked questions, numbered, 'Q:' then 'A:'. Plain text.\"","checks":["numberedItems","plainText","r2"]},{"title":"Trusting the AI to count words","why":"AI is bad at counting. Ask for a total word limit and it often lands over it.","fix":"Cap each answer instead: \"each answer under 16 words.\"","checks":["maxWords"]},{"title":"Using the old rule","why":"'Rotates daily' appears first, with the change below it.","fix":"Add: \"Rotation is weekly (the Mar 5 change).\"","checks":["r0"]},{"title":"Vague answers","why":"The AI says 'use your best judgment' instead of the actual rule.","fix":"Add: \"Unsure? Label P2 and tag the triage owner. Label within 30 minutes.\"","checks":["r1"]}],"promptHints":[{"label":"Uses the final rule","patterns":["weekly","change","final"]},{"label":"Shows the Q/A shape","patterns":["q:","a:"]},{"label":"Only asked questions","patterns":["only.{0,20}(asked|3|three)","questions (they|the team) asked"]},{"label":"Leaves out undecided ideas","patterns":["bot","bonus","not decided","don'?t mention"]},{"label":"Sets a word limit","patterns":["\\d+\\s*words","word (limit|count)"]}],"hint":"Team FAQs work when they answer exactly what was asked with the final rules. Give the AI the Q/A shape, the change, and what not to mention.","rubricLabels":["The rotation answer says the triage owner rotates weekly (not daily), with the schedule pinned in #support-triage","The unsure answer says to label it P2 and tag the triage owner, and the speed answer says within 30 minutes","Only the 3 asked questions appear, each as 'Q:' then 'A:', and nothing about bot auto-labeling or bonus pay appears, with no intro"]}