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Decide P1 versus P2 with the criteria, not the customer's tone
- For Customer support teams
- You practice Setting limits and rules
- Time about 5 minutes
- Level Intermediate
About this exercise
Decide the priority for ticket #8802. Write exactly four lines starting "Users blocked:", "Workaround:", "Priority:" and "Review in:". Priority is exactly P1 or P2 using the criteria. Review in comes from the priority table. Plain text, under 50 words.
Common mistakes when you ask AI for this
- Following the urgent tone. The subject says URGENT and the form says Critical. Try: Say: "Use the criteria, not the customer's tone or form field."
- Missing the workaround. The AI only notes the user count. Try: Say: "Workaround: name the mobile app or emailed schedule."
- Wrong layout. The AI writes an analysis paragraph. Try: Name the four labels.
- 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
- Asks for plain text
- Sets a length limit
- Names the labels
- Uses the criteria
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