Escalation brief

Generates the complete engineering escalation pack for a support ticket — reproduction steps, environment details, timeline, prior contacts, account impact, and related incidents — from Computer history. Use when a ticket needs engineering escalation, when the user mentions escalating, filing a bug from a ticket, or an engineer asks for context on an escalated issue.

Every bounced escalation is two teams paying the context tax twice. Engineering kicks it back for missing repro steps; support re-asks the customer; the customer wonders why they're explaining it a third time. The context was all there — scattered. This skill assembles it once, completely, so the escalation survives first contact with engineering.

When to run

"Escalate this ticket" / a ticket is tagged for engineering
An engineer asks "what's the deal with this escalation"

Computer scopes

Support: the ticket, its thread, related tickets from the same account and same signature
Engineering: bug tracker, incident history, release timeline
CRM: account tier, ARR, renewal proximity (impact framing)

Workflow

Reconstruct the timeline: first report, every customer touch, every attempted fix, current state.
Extract the technical core: symptoms verbatim, environment (version, platform, config), reproduction steps as reported — mark each step confirmed-by-agent or customer-reported.
Search for priors: same-signature tickets, related bugs, incidents, and the releases that shipped near first-seen. Link, don't speculate.
Frame impact honestly: accounts affected, tier/ARR exposure, workaround availability, SLA clock.
Note what has been ruled out, so engineering doesn't repeat the first week of debugging.
Assemble the pack; draft the bug-tracker entry in house format for one-click filing.

Guardrails

Autonomy: L0 for the brief; the bug filing itself is a drafted L1 action.
Reported vs. confirmed is a hard distinction — never promote customer claims to verified facts.
Impact numbers cite CRM records; no dramatizing ARR to win queue priority.

Output

Escalation pack: summary → timeline → technical core (env, repro, confirmed/reported) → priors and ruled-outs → impact block → drafted bug entry.

Eval fixtures

Set: 30 historical escalations with engineering-graded gold packs, including 6 that originally bounced for missing information.
Rubric: completeness vs. gold checklist; the 6 bouncers must come out complete; confirmed/reported labeling accuracy; prior-linking correctness.
Ship gate: completeness ≥ 95% of checklist items; labeling errors 0.

Run escalation brief on your own data.

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