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Hand off only the still-open tickets at the end of your shift
Practice: Keeping the AI to your sources. About 5 minutes.
About this exercise
You're ending your support shift and writing the handoff for the evening agent. You want exactly 4 numbered lines, one per ticket still open, each as ticket number - next action - deadline, under 50 words, plain text. Leave out tickets you resolved, but include the one the customer reopened. Write a prompt that gets you exactly that.
Common mistakes when you ask AI for this
- Including resolved tickets. The AI lists every ticket you touched. Try: Add: "Only tickets still open."
- Missing the reopened ticket. #5107 says RESOLVED before the customer reopened it. Try: Add: "#5107 was reopened; include it."
- Dropping deadlines. The AI writes next steps without times. Try: Add: "Each line: ticket - next action - deadline."
- Letting the AI pick the layout. The AI writes paragraphs per ticket. Try: Be exact: "Exactly 4 numbered lines, plain text."
- Trusting the AI to count words. AI is bad at counting. Ask for "under 50 words" and it often lands well over. Try: Cap each part instead: "each line under 8 words."
What a strong prompt includes
- Says how many lines
- Only open tickets
- Catches the reopen
- Shows the line shape
- Sets a word limit
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