Customer Support · Beginner
Reply to a Ticket
A straight answer to a support message, no service-desk theatre
When to use it
Everyday tickets where you already know the answer but keep writing three paragraphs around it. Good for first-line support, founders answering their own inbox, and anyone who wants replies that read like a person, not a help desk.
Answer this support message. Message: {{customer_message}} What is actually true: {{context}} What I can offer: {{resolution}} Structure: 1. The answer in the first sentence — yes, no, or here's how 2. The steps, numbered, if there are any 3. What happens next and by when 4. One line inviting a reply if it did not work Rules: - No "we apologise for any inconvenience", no "thank you for reaching out", no "I completely understand your frustration" - Never promise a timeline you do not control - If you do not know, say what you will do to find out and by when - Match the customer's level of detail — do not explain the product to an expert
Try it: fill the variables
Example
Inputs
- {{customer_message}} What the customer wrote
- Hi, I exported my invoices for September and the PDF is completely blank. I need this for my accountant by Friday. Is this a known issue?
- {{context}} Background the model needs
- Known bug since Monday's update: PDF export is blank for invoices with more than 20 line items. CSV export works. Fix is in review.
- {{resolution}} What you can actually offer
- Send the CSV today as a workaround; the PDF fix ships Thursday and I'll re-export it for them myself.
Output
Yes, it's a known bug: since Monday, PDF exports come out blank when an invoice has more than 20 line items. To get your accountant what they need today: 1. Go to Invoices → Export. 2. Choose CSV instead of PDF. 3. Select September and download. The PDF fix ships on Thursday. I'll re-export your September invoices as PDFs myself that day and send them to this address, so you have both before Friday. If the CSV doesn't open cleanly for your accountant, reply here and I'll format it for you.
Why it works
The answer is forced into the first sentence, so the customer gets what they asked before anything else. Separating 'what is actually true' from 'what I can offer' stops the model from inventing fixes, and the banned phrases remove the filler customers skip anyway.
More from this pack
- 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
- Angry Customer, Real AnswerRespond to hostility by resolving, not by soothing
From the Global Prompt Library (TextDeck Community License 1.0), version 53723a8. GitHub
Three keys. Every prompt.
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