I find my experience tends to vary greatly each time I create a ticket (whether online, calling in or as a sub ticket of an existing ticket that the CP support person creates).
What would be really useful is a way to identify what level of engineer you are dealing with when you call in. That said, even if you don't have that info on the initial call, at least if they had it in their signature, on the ticket correspondence it would help.
I understand the need for training support personnel, and having them work the tickets, but if I'm calling in for support, after 20 years of dealing with CP, and having a CCSM (first CCSE was in 2001), then I need someone to help that doesn't put me on hold to ask someone else what the 'next step' is.
Lately, I've gotten to a point where I have to escalate to the team manager if I'm stuck in that situation, and then things happen pretty quickly.
Just my 2 cents.