This is one of the main reasons I still sit down every day and take the first contact from a customer via the support channel myself. Although you said it bett

This is one of the main reasons I still sit down every day and take the first contact from a customer via the support channel myself. Although you said it better, basically what I'm trying to do is triage each customer issue and figure out where they fit on that spectrum. Then, hopefully, get them the right answer, but also in line with their expectations and experience. The goal is never to have them say "Yea, thanks, I already did that..." The last thing I want is to patronize an engineer with a list of stock questions they already have tried and still have a problem.