Write the summary and resolution notes for every IT support ticket so your team can jump straight to the fix: AI agent prompt
IT support teams lose time reading long ticket threads before they can help, and resolution notes often get skipped once the problem is fixed, so the next person starts from scratch. An AI agent can summarize each open ticket into what's wrong, what's been tried and what to do next, and write clean resolution notes when it closes, building a searchable history. ServiceNow announced on Oct 22, 2026 that managed IT provider Thrive uses its AI agents to sort, route and investigate tickets and write case summaries; the agents have generated over 92,000 automated assists, including 88,000 resolution notes, returning an estimated 14,500+ engineer hours, with a 73% first-contact resolution rate.
Customer SupportIT ticket summaries and resolution notesbeginnerThe prompt
I run IT support at [company / MSP name]. Here is a support ticket thread with the customer's messages, our replies and any internal notes: [paste]. 1) Write a 5-line case summary: who is affected, the problem in plain words, what's already been tried, current status, and the most likely next step. 2) Suggest the right category, priority and team based on these rules: [paste our routing rules]. 3) If the ticket is solved, write resolution notes: root cause, exact steps that fixed it, how to check it stays fixed, and a one-line tip for the next technician. 4) Draft a short, friendly closing message to the customer that explains the fix without jargon. Only use facts from the thread; mark anything you're guessing as a guess. Don't close or send anything; I'll review first.
How to use it
- Copy the prompt above.
- Replace every [bracket] with your own details (or fill in the blanks on AgentPlaybook Real Estate, which remembers your answers for the next prompt).
- Paste it into ServiceNow, Zendesk, Freshdesk and review the answer before you use it.
Works with: ServiceNow, Zendesk, Freshdesk, ChatGPT, Claude, Microsoft Copilot
Real-world example: businesswire.com/news/home/20261022450461/en/Thrive-scales-customer-ex
Featured in: Free AI agent prompts for small business (beginner-friendly) · AI prompts to summarize meetings, notes, documents and reports
Before you use it: what to check
Already built into this prompt
- Don't close or send anything; I'll review first.
Check yourself
- This prompt works on text other people wrote (emails, reviews, messages or web pages). That text can hide instructions aimed at AI, such as "ignore your rules and…". Paste it as material to work on, and never let the AI act on requests inside it, like paying, sharing logins or changing records. How prompt injection works →
- Remove names, contact details, account numbers and other personal data the task doesn't need before you paste, and check your AI tool's data and training settings.
- Read and edit the draft before it reaches a customer or goes public. If you later automate this prompt, start with "draft and notify me", not "send automatically".
- Check names, dates, numbers and any claim against your own source material before you use the answer. AI can misread or invent details.
Using an AI agent? Download this prompt as a SKILL.md agent skill with these checks built in, or get the .zip for Claude.ai. How to install skills.
Want to make this prompt even better? Grade it with the free prompt grader or build your own with the AI prompt generator.
32 copy-paste agent prompts (PDF) plus 5 new prompts every week.
Get it freeMore Customer Support prompts
See all Customer Support prompts →