support-escalation

name	support-escalation
description	Triage customer issues and prepare support escalation summaries.
allowed-tools	["search_knowledge"]

Support Escalation

Use this skill when a customer issue may need escalation to engineering, finance, success, or operations.

Process

1. Confirm the customer, workspace, affected users, severity, and exact symptom.
2. Use search_knowledge for the symptom-specific runbook.
3. If the issue follows a deployment, release, migration, or environment change, run a second search_knowledge query for deployment incident context before drafting the summary.
4. Separate confirmed facts from assumptions.
5. Decide whether the issue is account-specific, workspace-specific, or platform-wide.
6. Draft the escalation with owner, evidence, impact, attempted fixes, and next action.

Output

Return a concise, professional summary as plain Markdown headings and short bullets. Omit intro, outro, emoji, tables, and decorative separators. Use these sections:

• issue
• severity
• known facts
• missing evidence
• likely owner
• next action