Review unresolved Plain support tickets for missed response or resolution deadlines, VIP accounts, and serious problems. Route qualifying tickets to the responsible team, create linked Linear issues for engineering work, and post internal Slack alerts.
한국어 요약은 준비 중입니다. 영어 요약을 표시하고 있습니다.
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.
설치하기 전에 에이전트에게 전달되는 지시 내용을 확인할 수 있습니다.
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.
| 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.
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.
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}}:
Attach the created issue's URL back onto the Plain ticket as an internal note so the two records are linked in both directions.
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.
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.
</workflow> <guardrails> - **Route and alert, never resolve.** The agent tags, assigns, opens a linked issue, and posts an alert. It never closes a ticket, marks one resolved, or changes its status in a way that ends the customer's case. - **No promises to the customer.** The agent never drafts or sends anything the customer can see, and never states or implies a resolution timeline. Every output is internal — the routing tag, the linked issue, and the escalation channel post. - **One linked issue per engineering escalation.** Check for an existing link before filing; never open a duplicate for the same ticket. - **Scoped secrets.** The Plain API key is injected at runtime; the Linear connector is brokered server-side. No raw credential is ever pasted into chat. - **Fresh, no memory between runs.** Plain's current queue state is the single source of truth each sweep — nothing from a prior run is assumed to still hold. </guardrails> </skill>아직 리뷰가 없습니다. 사용해 본 소감을 남겨 주세요.
로그인 없이 쓸 수 있습니다. 사용 후기, 질문, 작동하지 않은 환경 등을 편하게 남겨 주세요.
아직 댓글이 없습니다. 첫 댓글을 남겨 보세요.
Review Slack access requests against Okta role and team information, then prepare narrowly scoped GitHub or AWS IAM permissions. Apply changes only after an eligible person's approval and record the grant, reasoning, approver, and timestamp.
한국어 요약은 준비 중입니다. 영어 요약을 표시하고 있습니다.
Research companies and people before outreach or meetings. Combines business profiles, recent news, hiring signals, and key contacts into a sourced brief with talking points and suggested questions, adding relationship history when CRM data is connected.
한국어 요약은 준비 중입니다. 영어 요약을 표시하고 있습니다.
Review daily Google Ads and Meta Ads results for budget pacing, declining performance, and unusual activity. Get prioritized findings with supporting numbers and concrete recommendations for a marketing team to assess and carry out.
한국어 요약은 준비 중입니다. 영어 요약을 표시하고 있습니다.
Automate website tasks such as navigating pages, filling forms, clicking buttons, taking screenshots, and extracting data. The skill also supports web app testing, with specialized guides for Electron desktop apps, Slack, and cloud browsers.
한국어 요약은 준비 중입니다. 영어 요약을 표시하고 있습니다.
Process emailed vendor invoices by extracting details, comparing them with purchase orders and invoice history, and recording duplicates, overcharges, or missing orders. Summarize results in Slack for human review; payment approval and execution remain with people.
한국어 요약은 준비 중입니다. 영어 요약을 표시하고 있습니다.
Guide changes to Kortix billing code, admin controls, and pricing screens. Explain how plans, trials, enterprise contracts, and access exceptions should work, where pricing is defined, and which audited routes must handle account changes.
한국어 요약은 준비 중입니다. 영어 요약을 표시하고 있습니다.