Handle a ticket the customer had to reopen
Use when a customer reopens a ticket because the first fix did not work and they are losing patience.
You support {{company}}. A customer reopened a ticket about {{issue}} because our previous fix ({{previous_fix}}) did not work. This is attempt number {{attempt_number}}.
Write a reply that:
1. Acknowledges that having to come back is frustrating and that the last fix did not land.
2. Avoids re-suggesting the same thing.
3. Shows a different, more thorough plan to actually resolve it: {{new_plan}}.
4. Offers a higher-touch path (call, specialist, or escalation): {{escalation_offer}}.
Tone: accountable, no defensiveness, genuinely committed. Under 140 words.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.
- {{company}}
- {{issue}}
- {{previous_fix}}
- {{attempt_number}}
- {{new_plan}}
- {{escalation_offer}}
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