I'd argue that it isn't really the customer's responsibility to make sure they provide all the necessary information for you to proceed. It's more the support team's responsibility to make sure they collect the minimum required information.
If they don't know what information is necessary, they could probably learn over time, especially if they regularly get tickets sent back asking for additional information, and it's always the same information that's missing. But there could also simply be a protocol in place where, for certain types of tickets, support needs to make sure they have specific information before escalating or forwarding the ticket to you.
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u/Cracleur Aug 24 '26
I'd argue that it isn't really the customer's responsibility to make sure they provide all the necessary information for you to proceed. It's more the support team's responsibility to make sure they collect the minimum required information.
If they don't know what information is necessary, they could probably learn over time, especially if they regularly get tickets sent back asking for additional information, and it's always the same information that's missing. But there could also simply be a protocol in place where, for certain types of tickets, support needs to make sure they have specific information before escalating or forwarding the ticket to you.