Escalation summary for engineering or management

Write an escalation summary from the ticket history below so the receiving team can act without reading the whole thread.

Escalating to: {{recipient}}
Ticket history:
{{history}}

Customer and account context: {{context}}
Urgency: {{urgency}}

Format (use these exact headings, keep the whole note under 250 words):
**One-line summary**: what is broken, for whom, since when.
**Customer impact**: business and emotional impact, in concrete terms.
**Timeline**: dated bullet list of key events only.
**Already tried**: actions and results so far.
**Evidence**: error messages, IDs, steps to reproduce, links or attachments mentioned in the history.
**The ask**: the specific decision or action needed, and by when.
**Open questions / unknowns**: things we do not yet know.

Rules: state facts, not opinions about the customer; separate confirmed facts from guesses by labelling guesses "unconfirmed"; do not invent IDs, dates or error text. If a required item is missing from the history, write "not provided".