{"id":"pm-support-tickets-top-themes","audience":"product-managers","category":"data","track":"data","technique":"verification","title":"Count support tickets into the top three themes","free":false,"task":"You're bringing last week's support tickets to backlog grooming. You want exactly 3 numbered themes, ranked by how many tickets mention them, each in the form 'Theme (N tickets): example #ticket', under 60 words, plain text. Count each problem once: skip the duplicate ticket and the spam, and leave out one-off requests.","materialLabel":"Last week's support tickets (attached to your prompt automatically)","material":"Support tickets - Billbird invoicing app, week of Nov 3\n\n#101 \"Export to CSV button is greyed out on the invoices page.\"\n#102 \"Exported CSV file is blank. Tried 3 times.\"\n#103 \"The mobile app logs me out every single morning.\"\n#104 \"How do I export my client list? Can't find it anywhere.\"\n#105 \"BEST CHEAP FOLLOWERS 4 YOUR BUSINESS click here\"\n#106 \"Logged out again on my iPhone, have to re-enter password daily.\"\n#107 \"Following up on #102 - my export is STILL blank!!\" (same customer as #102)\n#108 \"Would love a dark mode please.\"\n#109 \"CSV export stops at 500 rows, I have 2,000 invoices.\"\n#110 \"Since the last update the app keeps signing me out.\"\n#111 \"My clients say payment reminder emails land in their spam folder.\"\n#112 \"Two clients told me they never got my reminder emails.\"\n\nAgent note: #107 is a duplicate of #102. #105 is spam, already deleted.\nTeam note: Grooming is Thursday 10am. Ali wants to talk about the dark mode request again.","rules":[{"type":"numberedItems","count":3},{"type":"maxWords","max":60},{"type":"plainText"}],"mistakes":[{"title":"Asking to 'summarize the tickets'","why":"The AI writes a paragraph per ticket group with bold headings and no counts.","fix":"Be exact: \"Exactly 3 numbered themes. Plain text.\"","checks":["numberedItems","plainText"]},{"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 line instead: \"each line under 12 words.\"","checks":["maxWords"]},{"title":"Counting the duplicate","why":"The follow-up ticket looks like a new export problem, so the AI counts it twice.","fix":"Add: \"Count each problem once. Skip #107 (duplicate) and #105 (spam).\"","checks":["r0","r1"]},{"title":"No line shape","why":"The AI writes long theme descriptions without a count or an example.","fix":"Show it: \"1. CSV export broken (4 tickets): #109\".","checks":["r2"]}],"promptHints":[{"label":"Asks for counts","patterns":["count","how many","\\(n tickets\\)","number of tickets"]},{"label":"Skips duplicates and spam","patterns":["duplicate","spam","#107","once"]},{"label":"Sets the number of themes","patterns":["\\b(3|three)\\b.{0,15}theme","top (3|three)"]},{"label":"Shows the line shape","patterns":["example","#ticket","like ['\"]?1\\."]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]}],"hint":"Themes only help a grooming meeting if they come with honest counts. Tell the AI how to count, what to skip, and what each line should look like.","rubricLabels":["The themes are ranked with correct counts: export problems 4 tickets (#101, #102, #104, #109), app logging users out 3 tickets (#103, #106, #110), reminder emails not arriving 2 tickets (#111, #112)","The duplicate #107 and spam #105 are not counted, and dark mode does not appear as a theme","Each line follows 'Theme (N tickets): example #ticket' with one real ticket number from that theme, and there is no intro or closing text"]}