Kelsey Hightower
👤 SpeakerAppearances Over Time
Podcast Appearances
When the phone would ring, it would just round robin between everyone.
Then if you couldn't solve it fast enough or you couldn't solve it at all, you created a ticket.
And when the ticket sat there, and then ideally you get to it later, but the ticket queue would just get long.
And when a shift change happened, we just had all these tickets piling up.
And of course, customers are now mad.
Their problem's not solved.
So one day I said, look, I'm just not going to log in the queue.
I'm just going to resolve the tickets.
And I'm back in that entrepreneurial mindset.
I'm building little scripts to take a ticket.
I see the issue.
This is my SQL issue.
We need to vacuum the database.
This is easy.
Run that one.
Ticket close.
Hey, sir, everything is good to go.
Please try again.
Close.
Oh, this is not even an issue.