The problem
This is demonstration content, included so the Work section can be reviewed with something in it. Replace or delete it in the admin panel before launch.
The support queue was dominated by repeat questions, which pushed the genuinely difficult tickets to the back of it.
What we did
- Measured what was actually being asked, before building anything
- Answered the repeat questions directly, with a visible route to a human
- Routed everything else by topic rather than by arrival order
The result
The hard tickets get seen first, because the easy ones no longer queue.