Northwind Logistics
Northwind cut first response in half
A shared queue and SLA timers took first response from 9 minutes to 4.
First response 9m → 4m
The problem
Three inboxes, no shared view, and a rota that changed every week. Tickets sat unclaimed while the team argued about ownership.
What changed
Northwind moved to one queue with saved views per team and SLA timers on every ticket. Priority is set by account value and response age, so the top of the list is never a guess.
Result
First response dropped from nine minutes to four, and unassigned tickets at 9am fell from 40 to 6.