Community Helps with Support Tickets

So this is apparently a thing and it is kind of neat in my opinion. You send in a support ticket and if it is something a community member can handle/answer then they will. Otherwise, it will get sent up the chain to Riot. I will copy paste the main part of the article for those who may be too lazy to click it themselves.:

What's Directly?

It's an app that hooks into our normal support channel and directs certain requests toward Experts. Experts help answer questions that probably don't need direct interaction with your account, so you get help faster. If they can't answer the question, it goes right back to a Riot agent.

Who are Directly experts?

Chill players with high Honor scores and a history of positivity. We look for people who already spend a lot of time helping out on forums and in the community.

Hextechnicians/Directly Experts do not have access to a players account information and is currently in Beta.

Thoughts? Do you think something like this can benefit Player Behaviour or would it be purely for general questions?