Conducts pre-flight airworthiness verification through multi-layered inspection of mechanical components, electrical systems, and maintenance records.

2026-03-2314

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.