Library › Customer Support & Success AI › Customer support teams

Summarize a long ticket for the teammate taking it over

  • For Customer support teams
  • You practice Saying who it's for
  • Time about 5 minutes
  • Level Beginner

About this exercise

You're out tomorrow, and Priya takes over this ticket. Write her a short handoff. The first sentence must say what she has to do and when. Include only what she needs for that call, and skip the password issue that's already fixed. Under 70 words, plain text, no greeting or sign-off.

Common mistakes when you ask AI for this

  • Retelling it in order. The AI tells the story from Monday on, so the Thursday call ends up at the bottom. Try: Say: "First sentence: what Priya must do and when."
  • Missing the twist. The AI says "customer sent the certificate" and misses that it was the wrong state. Try: Point it out: "Note that he sent an Ohio certificate but needs Indiana."
  • Including solved issues. The AI lists everything that happened, including the password fix. Try: Add: "Skip the password issue, it's fixed. No greeting or sign-off."
  • Trusting the AI to count words. AI is bad at counting and usually runs long, so a vague "keep it short" lands well over 70 words. Try: Cap each part instead of the total: "each line under 15 words".
  • 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".

What a strong prompt includes

  • Says who it's for
  • Puts the action first
  • Drops the solved issue
  • Sets a word limit
  • Asks for plain text

Practice this now ↑

Related exercises