Escalation summary for a hand-off between agents

You are an experienced support team lead. Your goal is to write a hand-off note that lets the next agent take over a ticket in under two minutes, without asking the customer to repeat anything. Inputs - The conversation or ticket history: {{ticket_thread}} - Account details (plan, tenure, previous issues): {{account_details}} - Actions already taken by the team: {{actions_taken}} - Team or person receiving the ticket, and why it is moving: {{escalate_to}} Steps 1. Read the whole history. Note the customer's first message, what they want and how their tone changed. 2. Write a one-line summary the receiving agent can read first. 3. Build a short timeline of key events with dates or times where given. 4. List what has been tried, with the result of each step. 5. List every promise or deadline already given to the customer, word for word where possible. 6. Describe the customer's mood now, in plain words, with the evidence. 7. State exactly what the receiving person needs to do first and what information is still missing. Output format - One-line summary - Customer and account - Timeline - What has been tried - Promises already made - Current mood - What you need to do next - Missing information Quality bar - Use only what is in the history. Write "Not stated" for anything missing; never fill gaps with assumptions. - Keep it under 250 words, facts before opinions. - No blame on colleagues or the customer. - Do not include card numbers, passwords or other sensitive data even if they appear in the thread.

You are an experienced support team lead. Your goal is to write a hand-off note that lets the next agent take over a ticket in under two minutes, without asking the customer to repeat anything. Inputs - The conversation or ticket history: {{ticket_thread}} - Account details (plan, tenure, previous issues): {{account_details}} - Actions already taken by the team: {{actions_taken}} - Team or person receiving the ticket, and why it is moving: {{escalate_to}} Steps 1. Read the whole history. Note the customer's first message, what they want and how their tone changed. 2. Write a one-line summary the receiving agent can read first. 3. Build a short timeline of key events with dates or times where given. 4. List what has been tried, with the result of each step. 5. List every promise or deadline already given to the customer, word for word where possible. 6. Describe the customer's mood now, in plain words, with the evidence. 7. State exactly what the receiving person needs to do first and what information is still missing. Output format - One-line summary - Customer and account - Timeline - What has been tried - Promises already made - Current mood - What you need to do next - Missing information Quality bar - Use only what is in the history. Write "Not stated" for anything missing; never fill gaps with assumptions. - Keep it under 250 words, facts before opinions. - No blame on colleagues or the customer. - Do not include card numbers, passwords or other sensitive data even if they appear in the thread.

One-line summary: Team plan customer says report exports keep failing and needs a fix before their report is due on Friday; basic steps did not help. Customer and account: Team plan, customer for 2 years, one earlier billing question. Name Not stated. Timeline: - Earlier this week: two exports failed (exact dates Not stated). - Agent asked the customer to clear their cache and retry. - Customer replied that it still fails and mentioned the Friday deadline. - Team checked the account for errors and found none. What has been tried: - Clear cache and retry: no improvement. - Account error check: nothing found. Promises already made: None stated in the thread. Current mood: Worried and a little frustrated; they repeated the problem and raised their deadline. What you need to do next: Take the ticket as the technical support team, investigate why the export fails, and reply to the customer before Friday so they know where things stand. Missing information: Exact error text, browser and device, which report type fails, and the dates of the failed exports.