Library › Customer Support & Success AI › Customer support teams

Reply to a customer who wrote back on a long-closed ticket

  • For Customer support teams
  • You practice Setting limits and rules
  • Time about 5 minutes
  • Level Beginner

About this exercise

Reply to Lena. First line exactly "Hi Lena," and last line exactly "Kai, Care Team". Say her new question has its own new ticket with the number, that the old ticket stays closed and why, and that she does not need to send the details again. Plain text, under 60 words.

Common mistakes when you ask AI for this

  • Reopening the old ticket. The AI says it has reopened #3101. Try: Say: "The old ticket stays closed; use the new number #3340."
  • Asking her to resend. The AI asks for the invoice details again. Try: Say: "She doesn't need to send the details again."
  • Missing exact lines. The AI writes its own greeting and sign-off. Try: Quote the first and last lines.
  • Getting markdown back. AI adds bold and headings by default, which show up as stray symbols where this is pasted. Try: Say "plain text, no bold, no headings, no asterisks".
  • Trusting the AI to count words. AI is bad at counting and usually runs long, so a vague "keep it short" lands well over the limit. Try: Cap each part instead of the total, for example "each line under 15 words".

What a strong prompt includes

  • Quotes the first and last lines
  • Gives the new ticket number
  • Says the old ticket stays closed
  • Asks for plain text
  • Sets a length limit

Practice this now ↑

Related exercises