support-escalation

### 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.