Follow up on a support ticket when the customer stops replying
A short nudge sequence that gets unresponsive customers to reply, plus a polite closing message.
The prompt
Write a follow-up sequence for a ticket where the customer stopped replying.
What the ticket is about: [ISSUE]
What I'm waiting for from them: [e.g. a screenshot, confirmation the fix worked, a decision]
Last thing I sent: [PASTE or summarize]
Is the issue likely resolved, or still open? [MY BEST GUESS]
Our auto-close policy: [e.g. close after 7 days with no reply; reopen by replying]
Channel: [email / chat / SMS]
Write 3 messages:
1. Follow-up 1 (day [X]): restate the one thing I need in a single sentence and make it effortless (yes/no question, one click, or "reply with a screenshot").
2. Follow-up 2 (day [X]): offer an alternative route, e.g. a call, a help article, or "if it's fixed, no need to reply."
3. Closing message: confirm the ticket is closing, how to reopen it, and that nothing is lost.
Rules:
- Each message under 60 words and different from the last; never "just following up."
- No guilt or pressure. Assume they're busy, not ignoring me.
- If the issue could cause them harm if left unfixed (security, billing, data loss), say so plainly in follow-up 1.
Also give me a one-line internal note to log the outcome.
Highlighted [brackets] are blanks to replace with your own details.
Fill in the blanks and use this promptMore Customer Support prompts
What to fill in
- ISSUE
- e.g. a screenshot, confirmation the fix worked, a decision
- PASTE or summarize
- MY BEST GUESS
- e.g. close after 7 days with no reply; reopen by replying
- email / chat / SMS
How this prompt is built
This prompt follows the Few-Shot structure (Few-shot prompting). A few-shot prompt includes one or more worked examples of the input and the output you want, so the model can copy the pattern instead of guessing it.
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