Maybe the online FAQ/support flow should give you a one-time skip-the-line code that you append to the phone number or something.

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lol768 5 hours ago | parent | next [-]

One of the first things I did when I was involved in the set-up of online support ticket system for a GB rail retailer was https://xkcd.com/806/ compliance. If the support request body contains the phrase "Shibboleet" the ticket will be assigned to an engineer.

Equally it's not hard to teach front-line when to escalate, and ensure L2 and beyond are approachable. Even better if L2/L3 can keep half an eye on tickets that come in for anything that looks particularly interesting.

	▲	gib444 4 hours ago \| parent [-]
		Hah, I've seen your posts on RailForums! > One of the first things I did when I was involved in the set-up of online support ticket system for a GB rail retailer was https://xkcd.com/806/ compliance. If the support request body contains the phrase "Shibboleet" the ticket will be assigned to an engineer. I get the feeling you wouldn't joke about this. I can't believe how amazing this is LOL. I /think/ I know which retailer...good to know! > Equally it's not hard to teach front-line when to escalate, and ensure L2 and beyond are approachable. Even better if L2/L3 can keep half an eye on tickets that come in for anything that looks particularly interesting. Right!? I did L2/L3 support many moons ago and it was very much my job to keep an eye on PFYs to ensure they weren't dismissing interesting tickets.

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nitwit005 5 hours ago | parent | prev [-]

While I haven't heard of that idea being implemented, I have heard of the support page you're looking at determine who you got routed to if you started a support chat.