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Support leads say engineering ignores their tickets; engineering managers say escalations are unactionable prose, both observations are correct, and both describe the same format mismatch at the handoff boundary.
A support ticket and a bug report are structurally incompatible artifacts (one is written for human empathy, the other for engineering reproduction) and that format mismatch is the real cost hiding in your support-to-engineering handoff.
The support-to-engineering handoff breaks at the format boundary, free-form Zendesk and Intercom tickets are structurally incompatible with what engineers need, and no amount of Slack messages or Jira fields fixes a format mismatch.