Prompting Fundamentals

Two requests went to the same model, using the same ticket from an online store customer.

Before:

Summarize this support ticket.

After:

Summarize the ticket below for a support agent. Follow these rules:
1. Use only facts stated in the ticket. If a fact is missing, write "not stated".
2. Do not suggest a solution.
3. Reply with exactly four bullets: Order, Problem, Customer asks, Deadline.

The first request lets the model choose the length, the content, and whether to give advice