B2B Support Escalation Triage Workflow for High-Risk Accounts

What it does

**The problem this solves** Support escalations usually arrive as a pile of Slack screenshots, ticket notes, emotional customer messages, and partial engineering context. Teams lose time debating severity, forget to align internal owners, and send vague updates that make the customer trust the team less. This workflow converts an incoming escalation into an operational response package that can be used immediately by support, engineering, and customer success. It is designed for B2B SaaS incidents such as repeated outages, blocked workflows, broken integrations, billing mistakes, or executive-level complaints. Instead of generating generic advice, it classifies the incident, identifies business impact, produces the next-response message to the customer, and creates a concrete internal action plan with deadlines. **How to use it** *Inputs to provide:* - Company/account name and contract value or plan tier - Customer role, tone, and urgency level - Ticket transcript or incident summary - Product area affected and any known root-cause clues - Current impact: blocked users, revenue risk, deadline risk, security/privacy concern, or executive visibility - Internal constraints: on-call availability, engineering ETA, workaround availability *Output you receive:* - A severity classification with justification - A customer-risk summary and likely churn risk - A clean internal incident brief for engineering/leadership - A customer-facing response draft with the right tone and next checkpoint - A prioritized action plan with owners, timing, dependencies, and escalation triggers - A post-incident follow-up checklist for recovery and account retention *How to evaluate it:* Review whether the severity level matches the evidence, whether the customer message is specific and non-defensive, and whether the internal plan names clear owners and time-bound next steps. The output should be usable in the next 5 minutes without major rewriting.