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Because it means forwarding. Support sends it on, the ticket is closed or parked, and the customer hears nothing until they chase.
Engineering gets a paraphrase without the diagnostic detail, so the first thing they do is ask for information support already had.
Create a linked task rather than forwarding. The ticket stays open and owned by support; the task carries the diagnosis and every customer waiting on it.
Include what was tried and what was ruled out. An escalation that only describes the symptom wastes the investigation support already did.
Yes, owned by support, showing the task's status.
Yes, and the count is the demand signal.
Usually support — but decide it explicitly.
Half an hour with your own data usually saves reading three of these. The guides will still be here afterwards.