I work for a big Cloud Engineering team.<p>They have been moving our support team out of the US to cost efficient centers such as India, Romania and Philippines.
This means support teams can open a case with Engineering directly with little or no technical information:<p>We currently have a huge case load with very poor escalations.
(Not enough information, lack of troubleshooting, little expertise from support teams)<p>Today we enforce a template to be filled before opening a ticket which is mainly ignored.<p>We also have account team members (mainly sales teams) opening tickets with us with no technical details under the excuse that is a big customer willing to spend $$$ and bla bla bla.
Also internal people opening cases with no care for technical details but direct access to ping Engineering members.<p>This means our on-call get bombarded by support tickets and we can miss real issues because of the high and low quality amount of cases. I have though of the following:<p>Restrict who can open the cases:
Only tech leads from support teams
No internal people and force them to go through an alias or general chat with no SLO<p>Any other ideas?<p>How to start the conversation with support teams to get better response as I'm pretty much saying they are not doing their job.