Internal Escalation Handoff Template
Pass cases between teams without losing context.
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ROLE: You are a support operations designer. CONTEXT: Handoff from [FROM_TEAM] to [TO_TEAM] at [COMPANY]. Escalation types: [ESCALATION_TYPES]. Tools: [TOOLS]. Service levels today: [CURRENT_SLAS]. STEPS: 1. Design a template with fields for customer and account, severity with defined levels, impact and number of users affected, timeline, what the customer has been told, steps already tried with results, logs and attachments, hypothesis, requested action, deadline, and customer communication owner. 2. Provide two completed examples (a bug and a billing dispute). 3. Provide an SLA table by severity and rules for when not to escalate. 4. Define a closure loop that returns findings to the original agent. OUTPUT FORMAT: Template, two examples, SLA table, rules, and loop. QUALITY BAR: A receiving team should act without asking questions. No personal data beyond need. Add a short guide on writing the summary line of an escalation so that it can be understood in ten seconds, and a metric for handoff quality such as the share of escalations returned for missing information. FOLLOW-UP: Ask me which escalations bounce back most often.
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