What is shift left in support?
Shift left in support means moving issue resolution earlier, from specialist tiers to frontline agents, self-service or AI agents, so problems are solved faster and at lower cost. In software development, shift left means testing and security earlier in the lifecycle.
Levels
| Level | Who resolves |
|---|---|
| Shift left 0 | Self-service and AI |
| Tier 1 | Frontline agents |
| Tier 2 | Specialists |
| Tier 3 | Engineering |
Example
Password resets move from tier 1 to self-service; a common configuration fix moves from tier 2 to tier 1 with a new article.
Enablers
Knowledge capture, automation, AI agents with safe permissions and good analytics on repeat issues.
