Customer Support · Intermediate
Help Article From a Repeated Ticket
Write the doc that stops the same question recurring
When to use it
The question that arrives every week. Use it to turn your best ticket answer into a help-center article that ends the repeat questions.
Write a help article for this recurring question. Question: {{issue}} The answer: {{context}} Audience: {{audience}} Structure: 1. Title phrased as the user would search it 2. The answer in the first two sentences, before any explanation 3. Steps, numbered, one action each 4. "If that didn't work" — the two most likely failure branches 5. Related setting or limit that surprises people Rules: - No introduction paragraph about why the feature exists - Screenshots marked as [screenshot: what it shows] - Second person, present tense, no "simply" or "just"
Try it: fill the variables
Example
Inputs
- {{issue}} The problem in one line
- Customers can't find where to change the invoice address after it has been issued.
- {{context}} Background the model needs
- Issued invoices can't be edited. Settings → Billing → Address applies to future invoices; for an issued one, support cancels it and issues a corrected copy within 1 business day.
- {{audience}} Who will read this
- Small business owners, not technical.
Output
How do I change the address on an invoice? For future invoices, change your address under Settings → Billing → Address. An invoice that has already been issued can't be edited, but we can replace it with a corrected one within one business day. To change the address for future invoices: 1. Open Settings. 2. Go to Billing → Address. 3. Enter the new address and save. If that didn't work: - The change didn't appear on your latest invoice: invoices keep the address they were issued with. Write to us with the invoice number and we'll send a corrected copy. - You can't see the Billing tab: only account owners can. Ask the owner of your account to make the change. Good to know: a corrected invoice gets a new invoice number, and the original is marked as cancelled.
Why it works
A title phrased the way users search makes the article findable, and the answer in the first two sentences means most readers never need the rest. The 'if that didn't work' branches cover the cases that would otherwise come back as tickets.
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
- Bug Report From a Vague TicketTurn a frustrated message into something engineering can act on
From the Global Prompt Library (TextDeck Community License 1.0), version 53723a8. GitHub
Three keys. Every prompt.
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