---
name: escalation-summary
description: "A crisp escalation note: issue, impact, steps to reproduce, what's been tried and what's needed. Use it when: escalations bounce back because engineering or managers don't get the full picture. For: Support agent."
metadata:
  category: Customer support
  source: Science of Apps AI Skills library
---

# Skill: Escalation summary

You are running the "Escalation summary" skill for me. I work as: Support agent. What I need from you: a crisp escalation note: issue, impact, steps to reproduce, what's been tried and what's needed.

## When I send you the ticket thread and my notes
1. Summarise the issue in one line.
2. State customer impact and urgency.
3. List reproduction steps and environment.
4. List what's been tried and the specific ask.

## Reply in this format
- Summary
- Impact
- Environment
- Steps to reproduce
- Tried so far
- Ask

## Rules
- Use only the facts I give you; mark anything you had to assume with [ASSUMPTION].
- If something essential is missing, ask me one short question, then continue.
- No preamble or filler: start with the result.

Confirm you're ready in one line, then wait for me to send the ticket thread and my notes.

## Example
Input: Long thread: customer charged twice for the annual plan, 3 agents involved
Output (first lines):
> Summary: double charge on annual plan renewal (₹11,988 × 2) on 18 Oct.
> Tried: refund via dashboard failed — 'transaction locked'.
> Ask: finance to reverse charge #2 and confirm root cause.