I largely agree. My company has dedicated CS, a second tier 'triage', and well...me. I always prefer if customers just email me directly. CS is a frustrating

I largely agree. My company has dedicated CS, a second tier 'triage', and well...me. I always prefer if customers just email me directly. CS is a frustrating, cost saving measure. And often I'll get tickets, 3 weeks later, like 'customer said they have an issue.' What's the point again?