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20 customer support prompts that solve it on the first reply

Tickets bounce back and forth because the first reply guessed at the problem. These prompts make the model find what the customer actually asked, check it against your docs and policy, and answer it in one go.

Swap anything in [brackets] for the ticket, your docs or your policy.

01. Find what the customer is actually asking

A long or confused ticket.

Here is a customer ticket:

[paste the ticket]

Tell me:
1. What they are asking for, in one sentence.
2. Every separate question or problem in it.
3. What they have already tried.
4. How frustrated they seem, from 1 to 5, and why.
5. What I need to check before I can answer.

Do not write a reply yet.

02. Answer a ticket using only your own docs

A how to question your help center covers.

Customer ticket:
[paste]

Our help docs on this:
[paste the relevant articles]

Write a reply that answers every question using only what the docs say. Give steps as a numbered list. If the docs do not cover something they asked, write [NOT IN DOCS] instead of guessing.

Warm, short, and in plain words.

03. Reply to an angry customer without groveling

A furious ticket, or one threatening to cancel.

An angry customer wrote:

[paste the ticket]

What actually happened on our side: [facts]
What I can offer: [options and limits]

Write a reply that acknowledges the specific problem in the first line, says plainly what went wrong if it was our fault, says what we are doing now, and gives a clear next step. No "we apologize for any inconvenience", no defensiveness, no promises I cannot keep.

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  1. Handle a refund request by your actual policy
  2. Turn a vague bug report into one engineers can use
  3. Turn your best replies into a reusable macro
  4. Write a help article from the tickets you keep getting
  5. Write an escalation another team can act on
  6. Write the message for an outage or incident
  7. Check a reply's tone before you send it
  8. Reply to a cancellation honestly
  9. Find the trends in a week of tickets
  10. Build an internal FAQ for new support agents
  11. Answer in live chat in short messages
  12. Reply in the customer's language without losing meaning
  13. Reply to a feature request without overpromising
  14. Follow up on a bad satisfaction score
  15. Rewrite a policy so customers understand it
  16. Score a support conversation like a QA lead
  17. Have a second model check the first one's reply