1 min lesson
Script the gap, but keep it small
Put this idea into your own words: "The constraint is staying small."
Step 1 of 2
Script the gap, but keep it smallthe "fix now" move that isn't a feature
Customers ask for things the dashboard doesn't surface - per-user clicks per day when only the combined total exists. That's a fix-now candidate, not an escalation. Check first whether an existing API already returns it. If not, write a small script (a third-party API in the mix is fine) to gather the data, one-off or recurring. A support engineer knows the platform well enough to scope this and babysit the agent through it.
The constraint is staying small. Don't let the agent stand up a whole new API or host a service on a cloud provider to answer one bespoke ask. If the request really needs that, it's a feature request - qualify it as one and route it, don't build it under a support ticket.
“They're able to babysit the agent. I don't want you to necessarily write a whole API, don't add a new service, don't host something on a cloud provider. Don't go crazy.”
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Full explanation
What a good escalation contains
What a good escalation containsthe anatomy Engineering will thank you for
- Minimal repro - the smallest steps or repo that trigger it reliably.
- Environment - OS, Cursor version, plan, network shape.
- Expected vs actual - what should happen and what does, stated plainly.
- Logs and captures - the relevant trace or HAR, not the whole dump.
- Impact and severity - who's affected, how many and whether they're blocked.