Escalation Routing
Productivityescalation-routingEscalation Routing is an Agent Skill for productivity published in the kortix-ai/suna repository on GitHub: a SKILL.md instruction file an AI agent can load to do this task.
The 15-minute escalation-routing runbook for the Plain support queue — detecting SLA breaches against {{sla_targets}}, VIP accounts in {{vip_accounts}}, and high severity, routing each qualifying ticket to the right team, opening a linked issue in {{linear_team}} when engineering is needed, and posting the alert to {{escalation_channel}}. Never closes a ticket or promises a resolution.
How to use this skill
Bring this guide into your coding agent with a prompt tailored to the tool you use.
- Open your project in Codex.
- Copy and paste the prompt below.
- Review files and risks before approving any action.
Inspect the Agent Skill at https://github.com/kortix-ai/suna/blob/HEAD/packages/starter/templates/marketplace/runtime/skills/escalation-routing/SKILL.md and all supporting files. Report provenance, permissions, scripts, dependencies, and security risks. Propose an exact installation into .agents/skills/escalation-routing, but wait for my approval before writing files or running scripts.
Copying this prompt does not install or run the skill. Review third-party files before use.
Step 1 — Pull the open queue
Read every open, unresolved ticket in Plain. This is a fresh session every run, so pull the full current state of the queue — don't rely on which tickets escalated last sweep, since a ticket's SLA clock, account, and severity can all change between checks.
Step 2 — Check each ticket against the three criteria
| Criteria | Signal | Source |
|---|---|---|
| SLA breach | First-response or resolution timer has passed the target for the ticket's tier | Ticket timestamps in Plain vs. {{sla_targets}} |
| VIP account | The ticket's account name or domain matches the VIP list | Plain customer/account field vs. {{vip_accounts}} |
| High severity | The ticket describes an outage, data loss, a security issue, or something blocking a paying customer's core workflow | Plain tags and ticket body |
Any single match qualifies the ticket for escalation. A ticket can match more than one criterion — carry every matching reason into Step 5, don't collapse to just one.
Step 3 — Route to the right team
Tag or assign the qualifying ticket to the team that owns it:
| Ticket is about | Route to |
|---|---|
| A payment, invoice, or billing dispute | Billing / Finance |
| A security or data-handling concern | Security |
| An outage, bug, or product defect | Engineering (continue to Step 4) |
| A VIP account issue with no technical fault (relationship, contract, expectations) | Customer Success / Account team |
This tag-or-assign update is the only write the agent makes to the ticket itself. It is never a status change, and it never closes or resolves the ticket.
Step 4 — Open a linked Linear issue when engineering is needed
Only for tickets routed to Engineering in Step 3 (outage, bug, product defect). Before filing, check the ticket for an existing linked issue — never open a duplicate for the same ticket.
Create the issue in {{linear_team}}:
- Title — a short, specific summary of the reported problem.
- Description — the account, the escalation reason(s) from Step 2, the relevant details or repro steps from the ticket, and a link back to the Plain ticket.
- Priority — Urgent for an active outage, data loss, or an already SLA-breached ticket; High for a VIP account with a real bug; Normal otherwise, and let the engineering team triage from there.
Attach the created issue's URL back onto the Plain ticket as an internal note so the two records are linked in both directions.
Step 5 — Post the alert
Post one message per qualifying ticket to {{escalation_channel}}: the ticket link, the account name, every escalation reason that matched (SLA breach / VIP / severity), the team it was routed to, and the linked Linear issue URL if Step 4 created one.
Step 6 — Stop
One pass over the current queue is one run. There is no ledger — the next sweep, 15 minutes later, re-reads the queue's state at that point and starts over.