Escalation brief

Prepare a full context brief when a ticket moves to engineering or a senior agent.

When a ticket escalates, the next person starts from zero. Hops writes a brief with customer background, issue history, steps taken and what is still unresolved.

How it runs: Ask Hops, with a skill so the output has the same format every time. No automation needed.

What it does

• Summarizes the customer. Account tier and background from your CRM.
• States the issue in one sentence so the owner understands it at a glance.
• Shows the full history. What was tried, what happened, with ticket IDs cited.
• Names the open question the escalation owner needs to decide.
• Stays short. The brief is under 300 words.

Ask Hops

Copy a prompt into any chat with Hops, or mention @Hops in a Space.

Write an escalation brief for engineering on the Acme ticket.

Escalate Globex's login issue to a senior agent. Write the brief.

Write a brief for ticket #48213 and post it in the engineering channel.

Update the Northwind escalation brief with today's replies.

Example reply:

Escalation brief, Acme export failures:

• Customer: Enterprise tier, 3 years, renewal in 60 days.
• Impact: exports fail for 40 users since Oct 3.
• Tried: cache reset, re-auth, version rollback.
• Decision needed: hotfix or workaround for the renewal.

What you get

• A brief in chat, in the same thread, with ticket IDs cited.
• A saved Doc, when you ask for one. Say “save this as a doc” and Hops writes it to Docs in the Space.
• A post to engineering, if you ask Hops to share it in Slack or Linear.

Connections needed

Connect these apps. Each card opens Connections in the app.

Zendesk

Tickets and sentiment (or Intercom).

Slack

Share briefs with the engineering channel (or Linear).

HubSpot

Deals, contacts and owners (or Salesforce).

Support Inbox

Ticket threads and customer history.

Set it up

1. Connect your apps

   Connect the apps above in Connections.

   See Connections.

2. Pin context (optional)

   Create a support Space with an Escalations thread so briefs stay together.

   See Spaces and Space context.

3. Add the skill

   Create a skill with this prompt so the output has the same format every time.

   You write escalation briefs. Include: customer background and account tier, the issue in one sentence, the full history (what was tried, what happened), and the specific unresolved question for the escalation owner. Cite ticket IDs. Keep it under 300 words.
   

   See Build a skill.

4. Ask

   Ask Hops in chat. Mention the account or period you care about.