Support Ticket Response Prompt

Context

Use this prompt to craft professional, helpful support responses with proper triage, investigation, resolution, and follow-up.

Prompt Template

I need to respond to a client support request with the following details:

**Ticket Information:**
- Client: [CLIENT_NAME]
- Issue: [ISSUE_DESCRIPTION]
- Reported by: [REPORTER]
- Urgency: [URGENCY] (Critical/High/Medium/Low)
- When it started: [WHEN]

**Context:**
- Affected system: [SYSTEM] (Website/Tracking/Integration)
- Recent changes: [RECENT_CHANGES]
- Error messages: [ERROR_MESSAGES]
- Steps to reproduce: [REPRODUCTION_STEPS]

**Investigation:**
- What I've checked: [INVESTIGATION_STEPS]
- Findings: [FINDINGS]
- Root cause: [ROOT_CAUSE]

Please provide:

1. **Triage assessment** and priority level
2. **Investigation steps** to diagnose issue
3. **Resolution plan** with estimated time
4. **Client response** (draft professional email)
5. **Prevention strategy** to avoid recurrence
6. **Follow-up plan** after resolution

Use professional, client-friendly language. Explain technical issues clearly without jargon.

Success Criteria

✅ Issue triaged correctly
✅ Root cause identified
✅ Resolution implemented
✅ Client informed with clear communication
✅ Solution documented
✅ Follow-up scheduled

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Last updated: 2026-01-07
Estimated time: 30 minutes (simple issues) to several hours (complex)