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Cut our support ticket backlog 70% by making one person read every ticket first
We had 412 open tickets piled up in Zendesk and our three support reps were drowning. What we tried was putting our newest hire on a "triage shift" every morning where she does nothing but read each new ticket and tag it with one of six categories before anyone touches it. It felt like a waste of a person at first but after two weeks the backlog dropped to 120 tickets because reps stopped skipping around and just worked their one category. We also found out 30% of tickets were the same login issue that we fixed with a single help doc. Took us about 6 weeks total to get it under control. Curious if anyone else has tried a dedicated triage role or if you just let reps self-sort?
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