Customer Support · Intermediate
Bug Report From a Vague Ticket
Turn a frustrated message into something engineering can act on
When to use it
Tickets like 'it doesn't work' that need to reach engineering. Use it when you hand bugs from support to developers and keep getting asked for the steps you don't have.
Convert this customer message into a bug report. Message: {{customer_message}} Produce: 1. Title — one line, the observable failure 2. Steps to reproduce, as far as they can be inferred 3. Expected vs actual 4. What information is MISSING to reproduce it 5. The exact follow-up question to ask the customer — at most two questions 6. Severity, with the reason Rules: - Never invent steps the customer did not describe. Missing is missing. - Strip emotion, keep facts, keep their exact wording where it is diagnostic
Try it: fill the variables
Example
Inputs
- {{customer_message}} What the customer wrote
- Your app keeps logging me out!!! Every time I switch to my other laptop I have to log in again and it's driving me crazy. This started last week.
Output
1. Title: Session ends when the same account is used on a second laptop 2. Steps to reproduce (inferred): log in on laptop A; log in on laptop B; return to laptop A, which now asks for a login again. 3. Expected vs actual: expected both sessions to stay active; actual: switching devices ends the earlier session. 4. Missing: app version and OS on both laptops; whether both use the desktop app or the browser; the exact date it started ("last week"). 5. Follow-up questions: "Are you using the desktop app or the browser on each laptop, and which version?" and "Does it also happen if you only switch between browser tabs on one laptop?" 6. Severity: medium. It blocks nothing, but it happens on every device switch and the customer says it started recently, which points to a regression.
Why it works
Making 'what is missing' its own section stops the model from filling gaps with guesses, which is the main way AI-written bug reports mislead. Limiting the follow-up to two questions keeps the customer willing to answer, and keeping their exact wording preserves clues an engineer can search for.
More from this pack
- Reply to a TicketA straight answer to a support message, no service-desk theatre
- Say No Without Losing the CustomerRefuse a request clearly and offer the nearest real thing
- Apology for a Real FailureOwn a mistake without corporate fog
- Angry Customer, Real AnswerRespond to hostility by resolving, not by soothing
From the Global Prompt Library (TextDeck Community License 1.0), version 53723a8. GitHub
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