Reduce engineering escalations by giving support the evidence engineers would otherwise gather: logs, traces, account config, and the relevant code path. Most escalations happen because support can't see enough, not because the issue truly needs an engineer.
Pair that access with clear escalation criteria and a feedback loop, and escalation rate falls without slowing down real bug fixes.
Where escalations come from
Audit a month of escalations and you'll usually find a mix of:
- Configuration questions that looked like bugs
- Known issues support didn't recognize
- Bugs that only reproduce in one customer's environment
- Genuine new defects that need a code change
Only the last group needs engineering. The rest need better information in support.
Changes that work
- Give support read access to logs and config, or a tool that investigates them
- Require evidence before a ticket crosses to engineering
- Keep a visible known-issues list with workarounds
- Feed every root cause back into support so the next ticket stays there
This is what Decimal is built for; Resilinc saw a 62% reduction in MTTR. Learn more about engineering escalations or see Decimal for engineering.