{"id":"pro-cs-ticket-escalation-note","audience":"customer-support","category":"summarizing","technique":"format","title":"Condense a long ticket thread into a Tier 2 escalation note","free":false,"task":"You're escalating a long support ticket to Tier 2, and their queue only shows a short note. You want exactly 3 lines labeled Issue:, Tried:, and Ask:, in that order, under 70 words in total, plain text. Use the customer's latest details (they corrected which device they're on), and leave out apologies and back-and-forth chatter. Write a prompt that gets you exactly that.","materialLabel":"The ticket thread (attached to your prompt automatically)","material":"Ticket #58213 - Bramble Budget app - customer: Nadia Flores (Plus plan)\n\nNadia (Mon 9:02): Hi, my bank transactions stopped syncing on Oct 28. My iPhone shows nothing new since then. Really frustrating, I use this every day.\n\nAgent Kim (Mon 9:40): So sorry about that! Can you try logging out and back in?\n\nNadia (Mon 11:15): Did that. Still nothing.\n\nAgent Kim (Mon 11:20): Thanks for trying! Can you disconnect and reconnect your bank (Lakeshore Credit Union) under Settings > Accounts?\n\nNadia (Mon 3:30): Reconnected. It says \"Connected\" but still no transactions after Oct 28. Also, correction, I'm on my iPad, not my iPhone. The iPhone is my husband's.\n\nAgent Kim (Tue 8:05): Thanks Nadia, and sorry again for the trouble! I checked and your app version is current (6.4.1).\n\nNadia (Tue 10:12): This is the third day. I have rent due Friday and need to see my balance. I'm on the Plus plan, I'm paying for this!\n\nAgent Kim (Tue 10:20): Totally understand, I'm escalating to our Tier 2 team now. Thanks for your patience!\n\nInternal note: 4 other Lakeshore Credit Union users reported the same issue since Oct 28.","rules":[{"type":"maxWords","max":70},{"type":"maxSentences","max":6},{"type":"plainText"}],"mistakes":[{"title":"Not giving the labels","why":"The AI writes a paragraph recap, which Tier 2 has to reread to find the ask.","fix":"Add: \"Exactly 3 lines labeled Issue:, Tried:, Ask:.\"","checks":["r0"]},{"title":"Missing the device correction","why":"The first message says iPhone, so the AI often keeps it.","fix":"Add: \"Use the customer's latest details. She's on an iPad.\"","checks":["r1"]},{"title":"Leaving out what was tried","why":"Squeezed for space, the AI drops steps, so Tier 2 repeats them.","fix":"Add: \"List every troubleshooting step already tried.\"","checks":["r2"]},{"title":"Copying the friendly tone","why":"The thread is full of 'so sorry', and the AI carries it into an internal note.","fix":"Add: \"Internal note. No apologies, no chatter. Plain text.\"","checks":["r2","plainText","maxSentences"]},{"title":"Trusting the AI to count words","why":"AI is bad at counting. Ask for \"under 70 words\" and it often lands well over.","fix":"Cap each part instead: \"each line under 12 words.\"","checks":["maxWords"]}],"promptHints":[{"label":"Gives the labels","patterns":["issue:","tried:","ask:","label"]},{"label":"Uses the latest details","patterns":["ipad","latest","correct","update"]},{"label":"Lists what was tried","patterns":["tried","already","steps","troubleshoot"]},{"label":"Bans apologies","patterns":["no apolog","no chatter","internal","skip.{0,20}(sorry|apolog)"]},{"label":"Limits the sentences","patterns":["\\d+\\s*sentences?","(one|two|three|four|five) sentences?"]}],"hint":"Tier 2 wants three facts fast. Give the AI the exact labels, tell it what the customer corrected, and say this is internal.","rubricLabels":["Has exactly three labeled lines in order: Issue:, Tried:, Ask: (nothing before or after)","Issue line says Lakeshore Credit Union transactions stopped syncing Oct 28 on her iPad (not iPhone), and mentions the 4 other Lakeshore users","Tried line covers logout/login, reconnecting the bank and confirming the app version (6.4.1), and the note has no apologies or chatter"]}