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Summarize a long ticket into a tier-2 escalation note

Practice: Asking for a format you can use. About 5 minutes.

About this exercise

You're escalating a long Wi-Fi ticket to tier 2, and their queue only reads a 4-line note. Write exactly 4 lines starting with "Issue:", "Tried:", "Customer wants:" and "Next step:", in that order, under 70 words, plain text. Use the corrected router model, list every fix already tried so tier 2 doesn't repeat them, and leave out the small talk. Write a prompt that gets you exactly that.

Common mistakes when you ask AI for this

  • Trusting the AI to count words. AI is bad at counting. Ask for "under 70 words" and it often lands well over. Try: Cap each part instead: "each line one short phrase list under 16 words."
  • Getting a paragraph instead of fields. The AI retells the ticket as a story or adds its own headings, so tier 2 has to hunt. Try: Show the shape: "Exactly 4 lines: Issue:, Tried:, Customer wants:, Next step:. No dashes or bullets."
  • Missing the correction. The first message says LN-400, and the AI keeps the first number it sees. Try: Add: "The router is the LN-450 (she corrected it)."
  • Dropping steps already tried. Squeezed for space, the AI lists one or two fixes, and tier 2 repeats the others. Try: Add: "Tried: list all four fixes already done."
  • Keeping the chatter. The AI keeps friendly details like the dog or the holiday greeting. Try: Add: "Skip small talk. Include her availability."
  • Ignoring where it will be pasted. AI loves bold and headings, which show up as stray ** and # symbols in the tier-2 queue. Try: Name the place and the format: "For the tier-2 queue. Plain text, no bold or headings."

What a strong prompt includes

  • Shows the 4 labels
  • Uses the corrected model
  • Lists every fix tried
  • Sets a word limit
  • Asks for plain text

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