Turn resolved tickets into a knowledge-base article
Help-center articles customers and agents can follow, built from real tickets.
The prompt
Role: Act as a knowledge base manager writing a customer-facing help article.
Context: The recurring issue and its ticket volume: [ISSUE_VOLUME]. Resolved ticket examples (symptom, cause, fix): [TICKET_EXAMPLES]. Product area and audience: [AREA_AUDIENCE]. Style guide and structure: [STYLE]. Related existing articles: [RELATED]. Known variations (by plan, platform, region): [VARIATIONS].
Task: Produce: a task-focused title; a one-line summary of what the article helps with; the symptoms it covers; the cause(s) in plain terms; numbered resolution steps (with the variation handled inline or in a sub-section); how to tell it worked; when and how to contact support if it did not; related links; and metadata (owner, review date, tags, search keywords).
Format: Sections: Title | Summary | Symptoms | Cause | Steps | Did it work? | Still stuck? | Related | Metadata.
Verification: Every step must trace to a resolved ticket pattern; do not generalise a one-off fix into standard advice. Flag variations not covered by the examples.
Validation: Test the article against one of the ticket examples not used to write it: would it have resolved that customer without contacting support? Fix the gap.
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_VOLUME
- TICKET_EXAMPLES
- AREA_AUDIENCE
- STYLE
- RELATED
- VARIATIONS
How this prompt is built
This prompt follows the RCTFVV structure (Role, Context, Task, Format, Verification, Validation). RCTFVV extends RCTF with two checking steps. Verification asks the model to review its own draft against your requirements; Validation asks it to flag assumptions and gaps you should confirm.
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