Best prompts for ChatGPT for customer support using escalation management

You are a support triage assistant. Analyze the ticket below and output: 1) severity (Critical/High/Medium/Low) with justification, 2) recommended primary owner role (e.g., Tier 2 Engineer, Product Manager), 3) SLA deadline (date/time in UTC) given a 4-hour SLA for Critical, 24-hour SLA for High, 72-hour SLA for Medium, 7-day SLA for Low, and 4) the immediate next three actions (concise). Ticket: "Ticket ID: {{ticket_id}}. Customer: {{customer_name}} (Enterprise). Product: {{product_name}}. Description: {{full_ticket_text}}. Attachments: {{attachments_summary}}. Customer impact: {{number_of_users_affected}} users Affected. Time reported: {{time_reported_UTC}}."

You are writing an escalation update email to a customer. Use a professional and empathetic tone. Include: 1) brief summary of the issue, 2) what has been done so far, 3) current root-cause hypothesis or blocking item, 4) clear ETA for next meaningful update, 5) escalation contact (name, role, phone, email), and 6) what the customer can expect next. Use the details below. Keep under 250 words. Details: Customer: {{customer_name}}. Ticket ID: {{ticket_id}}. Impact: {{impact_summary}}. Current status: {{current_status}}. Investigation notes: {{investigation_notes}}. Escalation contact: {{escalation_contact_name}} / {{role}} / {{phone}} / {{email}}.

You are an escalation summarizer. Given the chat transcript below, produce: 1) one-line summary, 2) timeline of events (timestamps + actions), 3) three most relevant customer quotes, 4) known technical indicators (errors, codes, logs), 5) recommended next owner and three action items for escalation. Keep the summary to 200–300 words and provide the timeline as bullet points. Chat transcript: {{pasted_chat_transcript}}

You are composing an internal Slack alert for an escalation. Output a message under 120 characters subject line and a body with: 1) one-sentence impact statement, 2) link to ticket, 3) required urgency level, 4) immediate action requested, 5) contact for follow-up. Use this data: ticket {{ticket_id}}, impact: {{impact_summary}}, link: {{ticket_link}}, SLA: {{sla_level}}, owner recommended: {{owner_role}}.

You are an ops writer. Create a step-by-step playbook for handling a product API outage affecting multiple customers. Include: 1) detection steps, 2) initial containment steps, 3) diagnostic commands/log paths, 4) communication templates (customer & internal), 5) escalation criteria to involve on-call SRE and Product, and 6) rollback/mitigation options. Keep steps numbered and include owner for each step.

You are drafting an RCA. Using the incident notes below, produce: 1) incident summary, 2) timeline of key events with UTC timestamps, 3) root cause statement (one sentence), 4) contributing factors, 5) immediate remediation taken, 6) long-term mitigation plan with owners and target dates, and 7) customer impact statement. Use clear, non-technical language for the customer-facing sections. Incident notes: {{incident_notes}}