Customers
8 min read
How Halcyon cleared a six-week support backlog in a weekend
A crew of three agents, one approval rule and 1,284 tickets. A look inside Halcyon's first deployment.
Marcus Lee
Halcyon’s support team was drowning. After a product launch, the queue grew to more than 1,200 open tickets and response times stretched to six weeks.
The setup
The team built a crew of three agents: one to triage, one to resolve refunds within policy and one to draft replies. Any refund over $500 required approval from a team lead.
The results
By Monday morning, 93% of the backlog was resolved. The team reviewed 15 flagged refunds over coffee and spent the rest of the week on proactive outreach.
