TicketScope can now draft your Microsoft Premier and Cisco TAC escalations

One of the least-discussed time sinks in MSP work is writing the vendor escalation. The issue is diagnosed, the internal ticket is full of notes, you know what you need from Microsoft or Cisco. But writing the actual case submission — with the right format, the right level of detail, the exact error text in the right place — takes 30-45 minutes.

TicketScope now handles this.

How it works

POST /vendor-escalation takes your ConnectWise ticket (or raw notes text) and generates a complete escalation message structured for vendor support.

The output includes:

• Problem summary — 2-3 sentences: what's broken, business impact, how long
• Environment — OS, versions, hardware model, affected users/devices
• Steps taken — numbered list of what was tried and the result of each attempt
• Error messages — exact error text from the ticket notes
• Desired outcome — what resolution would close this for the client
• Urgency — P1-P4 mapped from the CW ticket priority, with a business-impact justification

Supported vendors: Microsoft, Cisco, Datto, VMware, Fortinet, Meraki, Veeam, CrowdStrike, Palo Alto, Sophos, Dell, HP, and a generic "other" option.

From the Chrome extension

The sidebar now has a vendor escalation section (Pro). You pick the vendor from a dropdown, click "Draft escalation…", and the full case text plus a suggested subject line appear in the panel. Copy to clipboard and paste into the vendor portal.

This is the same flow as the existing resolution draft and KB article sections — the ticket is fetched from ConnectWise, the notes are passed to Claude Haiku, and the output is structured per the vendor's expected format.

The design decision: structure over style

Vendor support engineers review hundreds of cases. The ones that get fast responses have:

1. A clear one-sentence problem statement at the top
2. A numbered list of steps already taken (so L1 support doesn't re-run them)
3. The exact error text, not a paraphrase
4. A specific ask ("we need you to verify the DNS configuration on tenant X" beats "please investigate")

TicketScope follows this structure whether you're opening a P1 with Microsoft Premier or a routine case with Datto. The system prompt is explicit: no invented details, use "(unknown)" for gaps, no preamble.

What's next for TicketScope

The Chrome extension works. The API is deployed. What's missing is the domain (ticketscope.io) and the first AGJ engineer trying it on a real ticket. If you're running ConnectWise and deal with vendor escalations regularly, this is what it's for.