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I imagine they just help with triaging the customers query so it ends up with the right department/team. Also probably some tech support first in case it can so

by Dfiesl 6mo ago

I imagine they just help with triaging the customers query so it ends up with the right department/team. Also probably some tech support first in case it can solve the issue first.

maxerickson 6mo ago
In the thread you are replying to, the problem was resolved in a minute or two. It didn't get escalated to some team.