support-escalation
Triage and escalate customer support tickets based on severity and impact
Datos de origen
- Repositorio
- vivekhaldar/proceda
- Última actividad en el origen
- 6 de marzo de 2026 a las 00:27
- Idioma detectado de SKILL.md
- inglés
- Estrellas
- 15
- Forks
- 2
Opciones de instalación
De forma predeterminada está seleccionado el prompt que primero revisa el origen. Puedes cambiar a un comando directo o descargar una copia local.
Revisa los archivos de origen
Lee SKILL.md y los archivos complementarios que muestra SkillsMP antes de decidir si quieres instalarlo.
Mostrando SKILL.md
SKILL.md
Instrucciones de origen · Vista previa de solo lectura- 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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