Support Escalation Note to Engineering

Write the note a support agent sends to engineering when a ticket has to leave the helpdesk. Lead with impact and reproduction, not the thread. TICKET Customer and plan: [NAME, PLAN] Impact: [CANNOT SHIP | WRONG CHARGE | ANNOYING] Since when: [TIME] How many customers: [N OR UNKNOWN] Workaround in place: [YES | NO] What support already checked: [LIST] The customer's words for the symptom: [QUOTE] Deadline or renewal pressure: [DATE OR NONE] Link: [URL] NOTE First line: impact and plan. Then reproduction or the closest we have. Then what we already ruled out, so engineering does not repeat it. Then the ask (look, fix, or tell us it is expected). Attach the business pressure last, so it does not disguise a non-bug. Also the customer-facing line that says we have escalated, with a time we will update them, only if I named a time I can keep: [TIME OR "do not promise a time"].