Operations Optimization

ResolverHQ: Support Escalation Pipeline

High-volume customer support queues suffer from cognitive overload, causing urgent SLA incidents to get lost in a sea of simple password reset tickets. ResolverHQ parses, prioritizes, and routes critical tickets directly to engineering teams.

30% Faster Resolution
25% Triage Error Drop
ResolverHQ: Support Escalation Pipeline

Key Features

  • Keyword-based ticket prioritizer
  • Dynamic SLA deadline tracker
  • Zendesk to GitHub API sync pipeline
  • Historical resolution lookup index

Execution & Challenges

Agent adoption was a nightmare initially. Support agents hated the system because we forced them to manually fill out 8 categorization fields to submit a ticket. I scraped the complex form entirely and replaced it with a backend NLP keyword parser that auto-categorizes tickets invisibly, saving agent time.

Final Results

ResolverHQ reduced triage error rates by 25% and shaved support response times for premium tier customers by nearly one-third.