Library › Customer Support & Success AI › Customer support teams

Decide solve or escalate for five tickets with ordered triggers

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

About this exercise

Start with the line "TRIAGE RUN - Nov 6". Then output a table with the header "Ticket | Action | Rule" and five rows T1 to T5. Action is Escalate or Solve. Rule is the first trigger that applies (A, B or C, checked in that order) or "none" for Solve. Plain text, under 60 words.

Common mistakes when you ask AI for this

  • Escalating exactly $200. The AI treats $200 as over $200. Try: Say: "Exactly $200 is not over."
  • Reporting the wrong rule for T5. The AI says B or C. Try: Say: "Report the first trigger in order A, B, C."
  • Missing the title line. The AI starts with the table. Try: Quote the title line.
  • 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 title
  • Gives the header
  • Says first trigger in order
  • Asks for plain text
  • Sets a length limit

Practice this now ↑

Related exercises