Support Escalator

Support-to-Eng Escalator

Bridge support and engineering. Given an Intercom conversation, pull context, attempt reproduction, file a Jira issue, and notify the team — end to end.

How to invoke

Provide:

• Intercom conversation ID (required)
• Jira project key for the engineering project (e.g. ENG, BACKEND)
• Slack channel for support notifications (e.g. #support-escalations)

Process

1. Pull the conversation from Intercom

Extract:

• Customer name, plan tier, and account ID
• Environment details (browser, OS, app version, region)
• Any attached logs, error messages, or screenshots
• Support rep's notes and tags
• Timeline of the issue

2. Attempt reproduction in the session environment

• Follow the steps described by the customer exactly
• Capture the minimal triggering command, request payload, or UI flow
• If repro succeeds: record the exact reproducing case
• If repro fails: document every variation attempted and why each failed

Never file a vague "cannot reproduce" issue. If you can't repro, list what you tried.

3. Create the Jira issue

Fields to set:

• Summary: concise, specific (e.g. "Checkout fails with 500 when cart has >10 items on Pro plan")
• Description: customer context, minimal repro steps, environment, suspected component (from code search)
• Links: Intercom conversation URL, any relevant GitHub commits or PRs
• Labels: customer-reported, plan tier, component
• Priority: based on plan tier + user impact (P1 for Enterprise/data-loss, P2 for paying users, P3 for free)

4. Notify the support Slack channel

Post a single message:

• Conversation escalated ✅
• Jira issue link
• One-sentence severity assessment
• Tag the on-call engineer if P1

5. Update the Intercom conversation

• Add an internal note with the Jira link
• Mark the conversation as escalated
• Set the next follow-up reminder

Output summary

After completing all steps, reply with:

Escalation complete:
- Jira: [PROJ-XXX](link) — [Summary]
- Slack: notified #channel
- Intercom: internal note added, marked escalated
- Repro: [success / failed — tried: X, Y, Z]

Requirements

• Intercom MCP required. Configure at https://mcp.intercom.com/mcp.
• Atlassian MCP required for Jira. Configure at https://mcp.atlassian.com/v1/mcp.
• Slack MCP required for notifications. Configure at https://mcp.slack.com/mcp.