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Triage and escalate customer support tickets based on severity and impact
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Baseado na classificação ocupacional SOC
A structured offline process for diagnosing and resolving customer-reported service issues using internal data and automated tools.
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| name | support-escalation |
| description | Triage and escalate customer support tickets based on severity and impact |
| required_tools | ["tickets__get","tickets__update","notifications__send"] |
Use the tickets tool to fetch the full ticket details including customer history, priority level, and any previous interactions.
Analyze the ticket content and determine the severity level:
[APPROVAL REQUIRED] Based on the severity assessment:
Update the ticket with the routing decision and notify relevant parties.
Verify that all notifications were sent successfully and the ticket status is updated.
