Bug Escalation Cabinet

Two agents convert customer support tickets into engineering-ready bug reports: validated reproduction steps, affected customer list, ARR at risk, environment details, and linked tickets — so engineers get a complete packet, not a forwarded Slack message. Every escalation packet is a file that engineers can read, triage, and act on without a support handoff call.

Keep Zendesk, Jira, and Linear. Replace the manual Slack escalations, the half-formed bug tickets, and the support-to-engineering translation tax that costs two teams time every week.

Why this template

The support-to-engineering handoff is where customer context evaporates. By the time a bug reaches an engineer, the reproduction steps are gone, the customer list is a guess, and the severity is tribal knowledge. This cabinet makes the escalation a structured packet — validated, complete, and ready to triage the moment it lands in the engineering queue.

The team

• [[.agents/customer-impact-analyst]] — Customer Impact Analyst. Aggregates all tickets referencing the same issue, quantifies affected customers and ARR at risk, extracts environment details, and assesses reproduction fidelity. Doesn't touch the Jira.
• [[.agents/engineering-liaison]] — Engineering Liaison. Lead agent. Takes the Customer Impact Analyst's packet, writes the engineering-ready bug report, determines severity, assigns an owner, and creates or updates the Jira/Linear ticket. Sequences the loop.

Recurring rhythm

Cadence	Job	Owner	Output
Daily (Mon–Fri 09:00)	[[.jobs/daily-escalation-triage]]	Engineering Liaison	Triage pass: new candidates ranked, stale escalations nudged
On-demand	[[.jobs/escalate-ticket]]	Engineering Liaison	Full bug escalation packet in [[escalation-packet]] + Jira ticket

How to run the demo

1. Open the [[escalation-packet]] — a live demo escalation packet: bug header, severity, reproduction steps, affected customers and $ impact, environment, linked tickets, engineering owner, and status.
2. Browse /escalations/ — all active escalation packets, each as a self-contained markdown file.
3. Skim /triage/ — the daily triage log ranking escalation candidates by severity and ARR at risk.

Connectors

Required: Zendesk or Intercom (ticket source), Jira or Linear (engineering destination). Recommended: GitHub (link to related issues/PRs), Salesforce or HubSpot (customer ARR lookup), Slack (#bug-escalations channel for engineering pings).

Active escalations (demo data)

ID	Bug	Severity	Customers	ARR at Risk	Status
ESC-041	API rate-limit errors returning 500 instead of 429	P1	23	$184K	Engineering → In Progress
ESC-039	SSO SAML assertion mismatch on Okta + Azure AD	P1	11	$412K	Engineering → Assigned
ESC-037	CSV export truncates rows > 10K	P2	34	$97K	Pending repro
ESC-035	iOS app login loop after forced password reset	P2	18	$43K	Engineering → Done

Each packet in /escalations/ is the complete engineering brief — support doesn't need to answer follow-up questions.