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Support: Ticket Escalation

Problem Statement​

Escalating a support ticket transfers it to a higher-tier team with a reason and urgency level. This changes the ticket's priority, assignment, and SLA, and may notify management.

Why Human-Only Semantics Fail​

  • "Escalate" buttons don't declare what team the ticket moves to
  • Escalation reasons are free-text with no declared categories
  • The impact on SLA (reset, tighten) is not communicated
  • Manager notification is a hidden side-effect

Why Scraping Fails Here​

  • Escalation dialogs are modal popups
  • Team assignment logic is server-side
  • Notification recipients are determined by business rules, not the DOM
  • Escalation history is in a collapsible panel that may not be rendered

How AXAG Eliminates Scraping​

ticket.escalate declares the reason enum, target tier, and all side-effects (SLA update, notifications).

Annotated UI Example​

Support — ticket escalation ⚠️
<button
  axag-intent="ticket.escalate"
  axag-entity="ticket"
  axag-action-type="write"
  axag-required-parameters='["ticket_id","reason"]'
  axag-optional-parameters='["target_tier","urgency_override","notes"]'
  axag-preconditions='["ticket must be open","user must have escalation permission"]'
  axag-postconditions='["ticket escalated","SLA updated","manager notified"]'
  axag-risk-level="medium"
  axag-confirmation-required="true"
  axag-idempotent="false"
  axag-side-effects='["sla_update","manager_notification","assignment_change"]'
  axag-description="Escalate a support ticket to a higher-tier team"
>Escalate</button>

Semantic Manifest Excerpt​

Manifest — ticket.escalate
{
  "intent": "ticket.escalate",
  "entity": "ticket",
  "operation_id": "ticket_escalate",
  "action_type": "write",
  "parameters": {
    "ticket_id": { "type": "string", "required": true },
    "reason": {
      "type": "string",
      "required": true,
      "enum": ["customer_request","technical_complexity","sla_risk","vip_customer","unresolved","other"]
    },
    "target_tier": {
      "type": "string",
      "required": false,
      "enum": ["tier_2","tier_3","engineering","management"]
    },
    "urgency_override": {
      "type": "string",
      "required": false,
      "enum": ["high","urgent","critical"]
    },
    "notes": { "type": "string", "required": false, "maxLength": 2000 }
  },
  "preconditions": ["ticket must be open", "user must have escalation permission"],
  "postconditions": ["ticket escalated", "SLA updated", "manager notified"],
  "risk_level": "medium",
  "confirmation_required": true,
  "idempotent": false,
  "side_effects": ["sla_update", "manager_notification", "assignment_change"]
}

Generated Tool Example​

{
  "tool_name": "ticket_escalate",
  "description": "Escalate a support ticket to a higher-tier team",
  "input_schema": {
    "type": "object",
    "properties": {
      "ticket_id": { "type": "string" },
      "reason": { "type": "string", "enum": ["customer_request","technical_complexity","sla_risk","vip_customer","unresolved","other"] },
      "target_tier": { "type": "string", "enum": ["tier_2","tier_3","engineering","management"] },
      "urgency_override": { "type": "string", "enum": ["high","urgent","critical"] },
      "notes": { "type": "string", "maxLength": 2000 }
    },
    "required": ["ticket_id", "reason"]
  },
  "safety": {
    "risk_level": "medium",
    "confirmation_required": true,
    "idempotent": false,
    "side_effects": ["sla_update", "manager_notification", "assignment_change"]
  }
}

Constraints & Safety Notes​

  • Confirmation required: escalation notifies management and changes SLA
  • Not idempotent: escalating twice creates two escalation events
  • Requires escalation_permission — not all agents/users can escalate
  • urgency_override can override the existing ticket priority
  • Manager notification is an automatic side-effect that cannot be suppressed