Support
Customer escalation to product fix workflow
Convert a high-priority customer escalation into a validated product fix with root cause, scope, ownership, and release tracking.
customer-escalationsupportroot-causebug-fixtriagerelease-tracking
[ workflow / support ]
Customer escalation to product fix workflow
Cosmos bridges support and engineering when an important customer issue needs a product response. It gathers support context, reproduces the problem, maps impacted code and owners, and produces a concrete fix package that can be prioritized and tracked through release.
07 nodes
06 edges
Trigger[trigger]
Customer escalation opened
High-priority support issue
AI Agent step[context]
Gather support context
Customer impact · logs · evidence
AI Agent step[repro]
Reproduce and root-cause
Bug path · likely failure point
AI Agent step[owners]
Map code and owners
Services · integrations · feature flags
Human-in-the-loop[prioritize]
PM + engineering prioritization
Severity + release urgency
AI Agent step[plan]
Create fix plan
Tickets · validation · release tracking
Output / Result[output]
Tracked customer fix package
Root cause + owners + plan
Workflow prompt
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Cosmos, whenever a high-priority customer escalation is opened, turn it into a product-fix package. Pull the support conversation, customer impact, logs, screenshots, incident history, and linked bugs. Reproduce the issue when possible, identify likely root cause, and map the affected code areas, integrations, feature flags, and owning teams. Summarize severity, affected customers, workaround status, and release urgency. Route the issue to product and engineering for prioritization, then create a fix plan with implementation tickets, validation steps, owner recommendations, and release tracking so the team can move from escalation to resolution quickly.