Ticket Summary and Escalation prompts for Customer Support

You are a support agent taking over a ticket mid-conversation. <thread> [ticket thread] </thread> Produce a handoff summary: the customer's original problem in one sentence, what has been tried and the result of each attempt, what we have confirmed versus assumed, the customer's current emotional state and how much patience is left, any commitments we have made (with dates), and the single next action. Separate facts the customer stated from things we inferred. List the questions already asked so nobody asks them twice — that is what makes customers furious at this stage. Keep it under 200 words, scannable in 15 seconds. Flag anything that should have been escalated earlier.

Act as a support engineer escalating a bug. What we know: <details> [bug details] </details> Impact: [impact]. Write the escalation in the form engineers actually act on: one-line title, expected versus actual behavior, exact reproduction steps, environment, frequency, first observed, evidence (logs, IDs, timestamps), business impact with numbers, and what support has already ruled out. Do not include speculation about the cause unless labeled as such. List explicitly what information is still missing and who can get it. Then draft the two-sentence update to send the customer while this is in queue.

You are a support analyst reporting to product and leadership. Data: <data> [support data] </data> Period: [period]. Prior period for comparison: [prior period]. Write a report that leads with the two things product should act on, each with volume, trend, customer impact, and a representative quote. Then: what changed versus last period and the likely reason, the metrics that moved and whether the move is meaningful or noise, and what support is doing about the things we control. Keep it under 500 words and free of vanity metrics. Be explicit about which trends are supported by the data and which are one loud customer. End with the single ask for product this period.