Yeah, what you’re saying from your company is what our Customer Team wants to do with the first-line support team, but they belong to a Manager that reports to a different stakeholder that we do, unfortunately they see the first-line support team differently.

This is also one of my gripes with immich atm. Sometimes I just want to pick a specific photo that I want to upload

Yeah I think the problem with my company is that they want both things.

That they can be able to solve easy issues following a KB and to just escalate tickets if they take a bit more time or knowledge to solve.

We’re trying to solve the easier issues with Rundeck jobs that they can execute, but I think that will bring a new bag of issues:

• If the Rundeck job fails, they will have to not only include the issue but also the error in the Rundeck Job
• How can they check (or even have the knowledge) to know if the Rundeck Job worked like it should, to avoid situations where they said the issue is resolved, but then the client returns the ticket saying that nothing changed
• If a Rundeck job needs some parameters, that may add a bigger level of knowledge for them to have, to avoid running the job on the wrong machine for example

I really wished they could be a bit better than a simple human “chat bot”.

I try sometimes to teach them what I can, they’re all in house and local.

I would hope the company could see them as a “first step” to the Customer Support.

Maybe I’m just trying to make them something they’re not.