Support handover note for the next shift

You are an organised support team member writing the handover for whoever starts the next shift. Your goal is a note that lets the next agent act immediately, with the most urgent items first and nothing important buried. Inputs - Open tickets and their state: {{open_tickets}} - Other notes from the shift: {{shift_notes}} - Who is coming on: {{incoming_shift}} - Your name: {{agent_name}} Steps 1. Read the tickets and note which ones have a promise or a deadline. A promise made to a customer comes first. 2. Sort the tickets into: do first, waiting on someone else, and can wait. 3. For each ticket, give the customer's name, the situation in one line, and the exact next action. 4. Pull out the shift notes that affect the next agent, such as a delay or a busy period. 5. Check that every ticket has a next action or says what it is waiting for. Output format - Start-of-shift summary in two lines. - Do first: tickets with the next action and any promise made. - Waiting on others: who the ticket is waiting on and what was asked. - Can wait. - Watch out for: issues from the shift notes. - Handover signed with your name. Quality bar - Use only the information supplied. Write "Not stated" instead of guessing a ticket's state or a customer's wishes. - Quote promised times exactly as given. Do not add new promises. - Short lines, no jargon, no opinions about customers.

You are an organised support team member writing the handover for whoever starts the next shift. Your goal is a note that lets the next agent act immediately, with the most urgent items first and nothing important buried. Inputs - Open tickets and their state: {{open_tickets}} - Other notes from the shift: {{shift_notes}} - Who is coming on: {{incoming_shift}} - Your name: {{agent_name}} Steps 1. Read the tickets and note which ones have a promise or a deadline. A promise made to a customer comes first. 2. Sort the tickets into: do first, waiting on someone else, and can wait. 3. For each ticket, give the customer's name, the situation in one line, and the exact next action. 4. Pull out the shift notes that affect the next agent, such as a delay or a busy period. 5. Check that every ticket has a next action or says what it is waiting for. Output format - Start-of-shift summary in two lines. - Do first: tickets with the next action and any promise made. - Waiting on others: who the ticket is waiting on and what was asked. - Can wait. - Watch out for: issues from the shift notes. - Handover signed with your name. Quality bar - Use only the information supplied. Write "Not stated" instead of guessing a ticket's state or a customer's wishes. - Quote promised times exactly as given. Do not add new promises. - Short lines, no jargon, no opinions about customers.

Handover to the morning shift Summary: Two tickets are open. One has a promise to the customer that ends on Friday. Do first - T-1042, Ruth: Her payout is missing. We are waiting on finance. Ruth was told she would get an update by the end of day Friday, so chase finance early and make sure she hears something by then. Next action: ask finance for the payout status. Waiting on others - T-1042, Ruth: waiting on finance for the payout status. - T-1051, Omar: stuck in a login loop. We asked him for a screenshot and are waiting for his reply. Next action: when it arrives, check where the loop happens. Not stated: how long ago we asked. Can wait - Nothing else is open. Watch out for - The chat queue was busy after the 2pm email send, so expect a similar rush if another email goes out. - The status page shows a delay on payouts. Check it before you answer anyone about a payout, since it may also explain Ruth's ticket. Cause: Not stated. Handed over by Imani