If we could cut out the middle man and let the end-user talk to Tier 2 support, I believe issues could be resolved much faster.
While we always want to make our user's experience easier, it's important we point mention our Tier 2 is a much smaller team and focuses on advanced support when needed. Our support agents are however trained to assist customers and are the first point of contact with most conversations being resolved by those agents with no need to talk to Tier 2. Because our support agents will remain the first point of contact, we are going to close this idea. This doesn't mean that we aren't listening to your feedback! Please feel free to comment or vote on any of the other open ideas to let us know what you would like to see.
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