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Write ticket routing rules as clear if/else steps

Practice: Asking for a format you can use. About 5 minutes.

About this exercise

Write the routing rules for new tickets as pseudo-code in one code block, using only IF, ELSE IF and ELSE lines with one action each, at most 8 lines. Enterprise customers always go to the Enterprise queue first, even for refunds. Refund-tagged tickets over $200 (more than, so exactly $200 doesn't count) go to Tier 2 with an internal note; other refund tickets get the Refund under 200 macro; everything else goes to General. Rules must never auto-reply to or close a ticket. Under 25 words outside the code.

Common mistakes when you ask AI for this

  • Leaving the order open. The AI checks refunds first, so Enterprise refunds miss their queue. Try: Add: "Enterprise first, even for refunds."
  • Leaving the edge vague. The AI uses 200 or more, so exactly $200 goes to Tier 2 again. Try: Add: "More than $200, not $200 itself."
  • Not ruling out risky actions. The AI adds a friendly auto-reply or closes duplicates. Try: Add: "Never auto-reply or close."
  • Not giving the shape. The AI writes paragraphs or a flowchart description. Try: Add: "Only IF / ELSE IF / ELSE lines, one action each, at most 8 lines."
  • Getting a tutorial. By default the AI explains every part of the code at length, which you then have to scroll past. Try: Add: "After the code, one line under 10 words. Nothing else."

What a strong prompt includes

  • Puts Enterprise first
  • Sets the $200 edge
  • Rules out risky actions
  • Gives the shape
  • Caps the code length

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