I work in our service department myself (not as support tech though), but obviously, all tickets are supposed to go through 1st level. I don't wanna be the dick skipping queue, so I did then one time I had an issue.

There's a unique feeling of satisfaction to submitting a ticket with basically all the 1st level troubleshooting in the notes, allowing the tech to immediately escalate it to a 2nd level team. One quick call, one check I didn't know about, already prepared the escalation notes while it ran. Never have I heard our support sound so cheerful.

[–] Olhonestjim@lemmy.world 1 points 1 month ago (1 children)

One should never skip dicks in the queue. It's rude and they've been waiting.

[–] Ziglin@lemmy.world 1 points 1 month ago

If someone sends a bug report with minimal effort and expects me to fix I'll skip their report unless I have nothing better to do.

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