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Write an internal merge note that keeps the oldest ticket

  • For Customer support teams
  • You practice Keeping the AI to your sources
  • Time about 5 minutes
  • Level Intermediate

About this exercise

Write the internal merge note with exactly four lines starting "Merged:", "Kept:", "Reason:" and "Customer told:". Keep the oldest ticket. Reason is 10 words or fewer. Customer told says what the customer was told, without internal ticket numbers. Plain text, under 55 words.

Common mistakes when you ask AI for this

  • Keeping the newer ticket. The teammate suggests keeping T-9007. Try: Say: "Keep the oldest ticket: T-9001."
  • Showing ticket numbers to the customer. The AI includes T-9001 in the customer line. Try: Say: "Customer told: no internal ticket numbers."
  • Wrong layout. The AI writes a 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
  • States the rule

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