Draft the support reply, then the escalation

Claude writes a customer reply and, separately, the note you would send if the reply is not enough.

A reply the customer can read, and an internal note with the facts still missing.

1. 1

   Strip the ticket

   Remove credentials, full card numbers, and private attachments before pasting.

2. 2

   Send only the reply

   The escalation stays internal. Read it once so you know what you still need.

3. 3

   Ask for the missing fact

   If the escalation names a missing fact, ask the customer for that and nothing else.

Draft a support reply from the ticket below. Then draft the internal escalation I would send if this reply does not resolve it.

Ticket:
[paste, with secrets removed]

Reply rules:
- Acknowledge the specific problem in the first sentence.
- Say what we know and what we are doing next.
- Do not promise a refund, a credit, or a ship date unless the ticket already states it.
- Under 120 words.

Escalation rules:
- Audience is a teammate, not the customer.
- List the facts we have, the facts we need, and the customer impact in one line.
- Do not assign blame.

Tone is not accuracy. Check the product behavior before you describe it.

Sample case written by Hidden Logic Lab. Not affiliated with Claude.