Comment by deaddodo

When I worked support, they didn't even have a priority system (it was C2B, so there weren't necessarily enterprise customers. That did come later, with LiveChat and all it's joys). Instead, we had a 24hr expected turnaround and harder tickets would naturally filter to the top. Tickets that had reached near that point had a higher weight, which went towards your metrics/"leaderboard status". To dissuade gaming of the system, ongoing replies were assigned to an agent (you wouldn't give a half-assed reply and then hope for someone else to clean it up) and were exempted from the bonuses (so were one standard ["fresh"] ticket each).

Obviously, there was some oversight from managers, but overall it worked pretty well.