When I worked there support was under intense pressure to respond to tickets quickly. Not nearly as much pressure to respond correctly. To clarify and reitera

When I worked there support was under intense pressure to respond to tickets quickly. Not nearly as much pressure to respond correctly. To clarify and reiterate--employees who responded to tickets quickly were praised, even though there response contained half truths or outright falsehoods. If someone took 15-60 minutes ( or more ) to deep dive into an issue for a real fix for a customer, they were shamed and got a talking to.