customer-escalation

If you see unfamiliar placeholders or need to check which tools are connected, see CONNECTORS.md . Package a support issue into a structured escalation brief for engineering, product, or leadership. Gathers context, structures reproduction steps, assesses business impact, and identifies the right escalation target. Examples: Parse the input and determine: Use the "When to Escalate vs. Handle in Support" criteria below to confirm this warrants escalation. Pull together relevant information from available sources: Using the impact dimensions below, quantify: Using the escalation tiers below, identify the right target: L2 Support, Engineering, Product, Security, or Leadership. If the issue is a bug, follow the reproduction step best practices below to document clear repro steps with environment details and evidence. After generating the escalation: From: Frontline support To: Senior support / technical support specialists When: Issue requires deeper investigation, specialized product knowledge, or advanced troubleshooting What to include: Ticket summary, steps already tried, customer context From: Senior support To: Engineering team (relevant product area) When: Confirmed bug, infrastructure issue, needs code change, requires system-level investigation What to include: Full reproduction steps, environment details, logs or error messages, business impact, customer timeline From:...