In my experience, via corporate mandate, customer support is incentivized only to close tickets. If they happen to help someone along the way, it's pure coincid

In my experience, via corporate mandate, customer support is incentivized only to close tickets. If they happen to help someone along the way, it's pure coincidence. Customer service doesn't work for the people opening tickets, after all. To recognize this is not throwing anyone under the bus or placing blame on specific people. To deride people pointing this out helps ensure nothing improves for those seeking help