{
  "schema_version": 2,
  "kind": "shortening-method",
  "format": "agent-skill",
  "id": "support-ticket",
  "name": "Support ticket",
  "category": "Work",
  "summary": "Condense a support thread into a reproducible issue and its current state.",
  "use_cases": [
    "Support intake",
    "Ticket triage",
    "Engineering referrals"
  ],
  "word_count": 138,
  "url": "https://sho.rten.it/methods/support-ticket/",
  "instructions_url": "https://sho.rten.it/methods/support-ticket/SKILL.md",
  "skill_url": "https://sho.rten.it/methods/support-ticket/SKILL.md",
  "json_url": "https://sho.rten.it/methods/support-ticket/llms.txt",
  "plain_text_url": "https://sho.rten.it/methods/support-ticket/prompt.txt",
  "license": "MIT",
  "sources_url": "https://sho.rten.it/sources/#support-ticket",
  "skill_name": "support-ticket",
  "skill_description": "Condense a support thread into a reproducible issue and its current state. Use for Support intake, Ticket triage, Engineering referrals.",
  "agents_md_url": "https://sho.rten.it/methods/support-ticket/AGENTS.md",
  "sources": [],
  "instructions": "Condense the supplied support conversation into a ticket another person can investigate. Use this for an unresolved customer problem, not a reply to the customer.\n\nLead with the observed failure and affected workflow. Keep the product version, environment, affected scope, first occurrence, and exact error when supplied. State the expected result separately from the actual result. Reduce reproduction instructions to the shortest sequence that still triggers the problem.\n\nGroup attempted fixes with their outcomes. Preserve working alternatives and their limits. Separate customer reports from independently confirmed findings. Do not promote a suspected cause to a diagnosis, or an unsuccessful workaround to a fix.\n\nUse short labeled sections: Issue, Reproduce, Impact, Tried, and Next. Include assigned owners, promised updates, and evidence links where present. Leave out repeated greetings and duplicate descriptions. Mark an essential missing reproduction detail as unknown.",
  "example": {
    "before": "We have received several messages about ticket SUP-184. The customer is using the web app in Chrome 128 on Windows 11. Since Tuesday, clicking Export on a report containing more than 5,000 rows has shown \"Export timed out\" after about 30 seconds. They expected a CSV download. They say this happens for all three analysts in their team; support has not reproduced it yet. They can download reports with 5,000 rows or fewer, but splitting the monthly report takes extra work. Clearing the browser cache did not help. The customer repeated that they need the monthly report. Support engineer Mina owns the investigation and promised an update by 16:00 UTC Wednesday, not a fix by that time. The customer's screenshot is attached to SUP-184.",
    "after": "Issue: SUP-184 — Customer reports CSV export times out after about 30 seconds for reports over 5,000 rows. Error: \"Export timed out\".\nReproduce: Chrome 128, Windows 11; open a report over 5,000 rows and click Export. Expected: CSV download. Support has not reproduced it.\nImpact: Customer reports all three analysts affected since Tuesday. Reports of 5,000 rows or fewer export; splitting the monthly report adds work.\nTried: Clearing the cache did not help.\nNext: Mina investigates; update due Wednesday, 16:00 UTC. No fix deadline promised. Evidence: screenshot in SUP-184.",
    "context": "Customer export failure",
    "must_preserve": [
      "SUP-184 and screenshot",
      "Chrome 128 on Windows 11",
      "More than 5,000 rows; about 30 seconds; exact error",
      "Three analysts affected since Tuesday, reported by customer and not reproduced by support",
      "At most 5,000 rows works but adds report-splitting work",
      "Cache clear failed",
      "Mina; Wednesday 16:00 UTC update only"
    ],
    "omitted": [
      "Repeated request for the monthly report"
    ],
    "kind": "illustrative"
  }
}