customer-escalation

Customer-escalation packages a support issue into a structured escalation brief for engineering, product, or leadership, complete with full context. It is intended for situations that go beyond normal support, such as a confirmed bug that needs engineering attention, the same issue reported by multiple customers, a customer threatening to churn, or an issue that has sat unresolved past its SLA. Invoked with an issue summary and optionally a customer name, it parses the problem to establish what is broken or needed, who is affected, how long they have waited, what has already been tried, and why escalation is warranted now.

The workflow gathers context from available sources including the support platform, CRM, chat, project tracker, and knowledge base, then assesses business impact across breadth, depth, duration, revenue, and time pressure. It selects the right escalation target using defined tiers: L1 to L2 support, L2 to Engineering, L2 to Product, any tier to Security, and any tier to Leadership, each with guidance on when to use it and what to include. Security escalations bypass normal tier progression and are raised immediately. For bugs, it documents clear reproduction steps with environment details and evidence.

The output is a formatted escalation brief with severity, target team, reporter, and date, followed by impact, issue description, what has been tried, reproduction steps, customer communication and expectations, the specific ask, a deadline, and supporting context such as related tickets and discussion threads. After generating the brief it offers next steps like posting to a chat channel for the target team, sending an interim customer update, setting a follow-up reminder, or drafting a customer-facing status update. It also provides explicit criteria for when to handle an issue in support versus escalate, covering technical, complexity, impact, business, time, and pattern triggers such as the same issue being reported by three or more customers.