Reply when you cannot reproduce a reported issue
Use when a customer reports a problem you cannot recreate and need their help.
Write a support reply for a case where you cannot reproduce the customer's reported issue with {{product}}.
Context:
- The reported issue: {{issue}}
- What you tried: {{what_you_tried}}
- Diagnostic info you need next: {{needed_diagnostics}}
Requirements:
- Believe the customer; never imply they imagined it.
- Briefly note you tried to reproduce it and could not yet.
- Ask for the specific diagnostics in an easy way (browser, steps, screenshots, time it happened).
- Keep momentum and reassure them you are on it.
- Collaborative tone, under 130 words. Output only the reply.Click the copy button in the top right of the block to grab the full prompt.
Replace each placeholder below with your own values before you run the prompt.
- {{product}}
- {{issue}}
- {{what_you_tried}}
- {{needed_diagnostics}}
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