I’m finding that my hypothesis around escalating chats to triage may be correct. I’ve had 0 chat triage cases since this experiment began. Not that I could figure things out any more readily, or that I’ve had no complicated chats though. Not by any means! What I’ve noticed instead is that after some troubleshooting and trying a few things, customers are more likely to say “Well, this must be on our end. I’ll have my developer take a look.” In addition, any suggestion that something might be happening within their code, server, or team is taken at face-value. There have been a few times where I assumed the chat would wind up triaged because I was running out of ideas of things to try, when I got the above response. I’m curious to see if this is an odd blip, or if it’s a trend. I’m also curious to see if those folks come back after trying some things on their end.