support-escalation
Triage and escalate customer support tickets based on severity and impact
Source facts
- Repository
- vivekhaldar/proceda
- Last source activity
- March 6, 2026 at 00:27
- Detected SKILL.md language
- English
- Stars
- 16
- Forks
- 2
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SKILL.md
Source instructions · Read-only preview- name
- support-escalation
- description
- Triage and escalate customer support tickets based on severity and impact
- required_tools
- ["tickets__get","tickets__update","notifications__send"]
### Step 1: Retrieve ticket details
Use the tickets tool to fetch the full ticket details including customer history, priority level, and any previous interactions.
### Step 2: Assess severity
Analyze the ticket content and determine the severity level:
- P1 (Critical): Service outage affecting multiple customers
- P2 (High): Major feature broken for a single customer
- P3 (Medium): Non-critical issue with workaround available
- P4 (Low): Feature request or minor cosmetic issue
### Step 3: Route and escalate
[APPROVAL REQUIRED]
Based on the severity assessment:
- P1/P2: Escalate to on-call engineering team
- P3: Assign to support queue
- P4: Add to backlog
Update the ticket with the routing decision and notify relevant parties.
### Step 4: Confirm notification
Verify that all notifications were sent successfully and the ticket status is updated.
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