Most “it’s just broken” tickets resolve fastest once you ask what changed recently rather than what’s currently wrong: the timing usually points straight at the cause even when the customer doesn’t think it’s connected. Offering temporary access as a fallback matters for users who genuinely can’t produce a screenshot or error text.
Support
Ask a confused user for the specific steps to reproduce a bug
A scenario prompt for extracting a usable bug report from a customer who can only describe the symptom, not the trigger.
Works with Claude / GPT950 uses★ 4.3
The prompt
support-bug-reproduction-steps-request
A ticket reads, in full:
"Your plugin is broken. It just doesn't work anymore. Please fix this."
No error message, no URL, no indication of what "doesn't work" means or what
changed recently.
Write the reply that gets this to a reproducible bug report.
Requirements:
- Don't ask one open-ended question ("can you tell us more?"). Ask for the
specific sequence: what page they were on, what button or action they took,
what they expected to happen, and what happened instead.
- Ask what changed recently on their end (WordPress update, plugin update, theme
change, new plugin installed) even if they don't think it's related, since the
timing of "when did it start" is often the fastest way to a cause.
- Request one piece of hard evidence: a screenshot, a screen recording, or the
browser console error, with a one-line instruction for a non-technical user on
how to open dev tools and copy the error, rather than assuming they know how.
- If they can't answer any of it (genuinely non-technical, frustrated), offer a
fallback: temporary access for a support agent to look directly, with a clear
explanation of what that access is for and how to revoke it after.
- Keep the tone patient. This customer is already frustrated by something they
can't describe, not being difficult on purpose.