The prompt
Score 10 of 10, Excellent
Use it when You cannot solve a ticket without more information and want to ask for all of it at once, so it does not drag on for days.
- {{ticket}}
- {{info_needed}}
- {{already_known}}
- {{agent_name}}
- {{verification_method}}
Full prompt and why it works
Prompt
Write a reply asking the customer for the information we need to solve their issue, so that they can answer everything in one go and we avoid days of back-and-forth. A support agent will check it before sending. The customer's message and any earlier replies: """ {{ticket}} """ What we need to investigate this kind of issue, from our process or my notes: {{info_needed}} What we already have on file, so we do not ask again: {{already_known}} Write: 1. An opening of one or two sentences that says what we will do with the information. 2. A numbered list of what we need, six items at most. For each, say in a few words why we need it or where to find it, so the customer does not have to guess. For example: "3. Your order number. It's in your confirmation email and starts with 'A-'." 3. One sentence on what happens after they reply, and when. Keep the whole reply under 150 words, signed "{{agent_name}}". Ask only for what this issue needs and nothing we already have. Never ask for full card numbers, passwords or security codes; if the issue needs identity checks, point them to {{verification_method}} instead. Avoid blaming wording such as "you didn't provide". The tone should be friendly and efficient. If the ticket suggests the issue is urgent, for instance they cannot work at all, say in the opening that we will start on what we have while they gather the rest. If you cannot tell from the ticket which issue it is, make the first item one simple question that settles it, rather than listing details for every possible issue.
Variables
- {{ticket}}
- The customer's message and any replies so far.
- {{info_needed}}
- What your team needs for this type of issue, for example "order number, photo of the damage, delivery address".
- {{already_known}}
- What you already have, so the reply does not ask again.
- {{agent_name}}
- The name the reply is signed with.
- {{verification_method}}
- How you check identity safely, for example "the secure verification link in your account".
Why it works
- Length. A cap of six items, each with why or where to find it, gets everything in one round without overwhelming the customer.
- What to avoid. It never asks for card numbers, passwords or security codes in a reply and points to your safe verification route instead.
- If unsure. When the issue itself is unclear, the first item is one sorting question instead of a list of details for every possibility.