Forward an email

I need to forward the customer’s complaint thread about the outage to Priya in engineering and copy Marco in support. Put a one-line subject note 'FW: outage — urgent triage' and keep the full thread intact. Send it now after you confirm Priya’s address is engineering@acme.com and that the last message from the customer is included.

Before forwarding this complaint thread to Priya in engineering, make it easy for her to act: lead with a two-sentence summary of impact and timeframe, bold the customer’s requested outcome, and flag any missing info she will ask for. Ensure the original thread follows below that note and that Marco in support is copied.

I just started to forward the customer outage thread to Priya in engineering and paused because I am not sure engineering@acme.com is still her address. Priya is the on-call lead, Marco expects to be copied, and the customer is escalating. I am afraid sending to the wrong person will delay the fix and look like we ignored the ticket. Should I call Marco to confirm Priya’s address first or send now and follow up with a corrected forward if needed?

Over the past month I’ve been forwarding incident complaint threads straight to engineering and they repeatedly ask for a summary, priority, and attachment. I lose credibility and fixes are delayed. What habit should I change so engineers respond faster and I stop being the default triage inbox?