Command: escalate-vip-ticket

Summarize a VIP ticket, assign a human owner, and confirm acknowledgement with the customer.

Inputs

• ticket — the support ticket object {ticket_id, subject, customer_name, issue_description, priority_level}
• owner_email — email of the support agent to assign ownership; required
• acknowledgement_template — customer reply template; defaults to "We've assigned your case to our VIP team lead"
• internal_note — optional note for the assigned agent about context or urgency

Steps

1. Read the full ticket body and extract a 2–3 sentence summary of the issue, customer context, and any prior attempts to resolve.
2. Create a support board card in the escalation workflow, claim the task, and move it to in-progress.
3. Assign the card to owner_email and attach the internal note.
4. Draft a customer reply using the acknowledgement template and the customer name; do not send—queue for review.
5. Share the summary and draft reply with the assigned owner and request confirmation.
6. Record the assignment timestamp and owner details in the ticket audit log.

Constraints

• Do not send the customer reply without explicit human sign-off; queue it for review.
• Escalations must include at least one internal note identifying the reason (urgency, account value, unresolved period).
• Do not reassign an already-owned ticket without notifying the current owner.

Done when: the VIP ticket is assigned to a named owner, the customer is notified of acknowledgement, and the assigned agent confirms receipt.