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Ticket Backlog Reduction Plan

Customer Success Customer Success

The prompt

$18

Why this works

Triage prevents agents from cherry-picking easy tickets while SLA-critical contacts age. Day-by-day planning makes the target concrete rather than aspirational.

Risks & review

Backlog blitzes that sacrifice new-contact SLA create a second problem while solving the first. Set a hard new-contact SLA floor before allocating capacity to backlog.