> How to we transfer that pointed finger to a ticket is the question here.

There’s a reason the Support and IT Technician role exists. They’re there for talking to the end user. And they in turn will write a proper report to Engineering.

If you want to wear both hats at once, that is fine. If you want an agent to be your support middleman, that is also fine. But most LLM proponents are acting like it’s a miracle solution to some engineering bottleneck.