# Summarize a support case for handover

A concise case summary so the next agent or team can pick it up without re-asking.

- Topic: Customer Support
- Framework: RCTF
- Level: Standard
- Tags: Customer Support, Write, Summarize, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/summarize-a-support-case-for-handover

## Prompt

```text
Role: Act as a support agent writing internal handover notes for a colleague.

Context: Case thread / history: [CASE_HISTORY]. Who is picking it up and why (escalation, shift change, specialist): [HANDOVER_REASON]. Any commitments made to the customer: [COMMITMENTS]. Systems / references: [REFERENCES].

Task: Write internal notes: a one-paragraph situation summary; what has been tried and the result; the current state and any blockers; the agreed next step and any deadline or promise made to the customer; the customer's sentiment and sensitivity; and the key references (ticket IDs, logs, accounts).

Format: Sections: Situation | Done so far | Current state / blockers | Next step & commitments | Customer sentiment | References. Bullet points.
```

## What to fill in

- CASE_HISTORY
- HANDOVER_REASON
- COMMITMENTS
- REFERENCES

Free to copy and use. From ThinkWithPrompt (https://www.thinkwithprompt.com/), a library of 2,663 curated AI prompts.