customer-escalationlisted

# /customer-escalation > If you see unfamiliar placeholders or need to check which tools are connected, see [CONNECTORS.md](../../CONNECTORS.md). Package a support issue into a structured escalation brief for engineering, product, or leadership. Gathers context, structures reproduction steps, assesses business impact, and identifies the right escalation target. ## Usage ``` /customer-escalation <issue description> [customer name or account] ``` Examples: - `/customer-escalation API returning 500 errors intermittently for Acme Corp` - `/customer-escalation Data export is missing rows — 3 customers reported this week` - `/customer-escalation SSO login loop affecting all Enterprise customers` - `/customer-escalation Customer threatening to churn over missing audit log feature` ## Workflow ### 1. Understand the Issue Parse the input and determine: - **What's broken or needed**: The core technical or product issue - **Who's affected**: Specific customer(s), segment, or all users - **How long**: When did this start? How long has the customer been waiting? - **What's been tried**: Any troubleshooting or workarounds attempted - **Why escalate now**: What makes this need attention beyond normal support Use the "When to Escalate vs. Handle in Support" criteria below to confirm this warrants escalation. ### 2. Gather Context Pull together relevant information from available sources: - **~~support platform**: Related tickets, timeline of communications, previous troubleshoot