How we cut support backlog by 68% without hiring

Most support backlogs are not hard problems. They are hundreds of easy ones that arrive faster than people can type. That was true for us, so we tried something simple: let an agent work the queue overnight and hand the team a short list each morning.

Start with the boring tickets

We pulled 90 days of tickets and sorted them by how often the answer already lived in our docs. Password resets, plan changes and invoice copies made up almost half.

• Pick three ticket types your docs already answer

• Write the escalation rules before the prompts

• Run the agent in draft mode for a week

Keep humans on the judgment calls

Refunds above a limit, angry customers and anything mentioning a bug still go to a person. The difference is that they arrive with context, so nobody starts from zero.