Customer Support · Advanced
Weekly Support Summary
Turn a week of tickets into something product can act on
When to use it
A weekly report from support to product. Use it when you have a pile of tickets or notes and need to show what costs customers the most and what would remove it.
Summarise this week of support for the product team. Tickets: {{input}} Produce: 1. The three issues by total volume, each with the customer's own phrasing 2. The one issue with the highest damage per occurrence, even if rare 3. What we told customers that we should stop saying 4. The single change that would remove the most tickets, with the estimated ticket count it saves Rules: - Counts, not adjectives. "17 tickets", not "a lot of complaints". - Separate what customers asked for from what would actually fix their problem - Mark any estimate as an estimate
Try it: fill the variables
Example
Inputs
- {{input}} The material to work from
- Week 42, 214 tickets. Tags: login/2FA 41, invoice PDF blank 37, how to add team member 29, sync slow 18, data export request 9, account deleted by mistake 2 (both restored from backup, ~3h each). Agents often reply 'it should work now' for sync without a fix.
Output
1. Top three by volume - Login / 2FA: 41 tickets. "The code never comes." - Blank invoice PDF: 37 tickets. "My invoice is just a white page." - Adding a team member: 29 tickets. "Where do I invite my colleague?" 2. Highest damage per occurrence Accounts deleted by mistake: 2 tickets, about 3 hours of restore work each, and both customers had no access during that time. 3. What we should stop saying "It should work now" for slow sync, when nothing was changed. 18 sync tickets this week, and the customers come back. 4. The single change that removes the most tickets Fix the blank PDF export: about 37 tickets per week (estimate, based on this week alone). Asked for vs. would fix it: customers ask for SMS codes for 2FA; most of the 41 login tickets look like delayed emails, so faster code delivery would fix more than a new channel.
Why it works
Counts instead of adjectives make the summary something product can prioritise, and the customer's own phrasing keeps the problem concrete. Splitting 'what they asked for' from 'what would fix it' stops feature requests from being mistaken for solutions, and marking estimates keeps the numbers honest.
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
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