2.3×
faster ticket resolution
100%
of queues with a named owner
0
tickets waiting on 'whoever knows'
01 · The problem
Where the time went
Support tickets bounced between teams with no owner. The work itself took minutes; the waiting took days, because every handoff landed in a queue that belonged to nobody. Agents chased 'the person who knows' by chat while clients waited.
02 · What we built
01Mapped the ticket flow across teams and timed every queue, not just every task
02Gave each queue a named owner and a response SLA in writing
03Built triage rules that route by issue type instead of tribal knowledge
04Added escalation paths with alerts before an SLA breaks, not after
“Tickets used to wait for 'whoever knows'. Now every queue has a name on it and an SLA, and waiting time collapsed.”
Priya Menon · VP Sales, Northbridge Realty
IN THE STACK
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