These are definitely the kinds of problems we're trying to solve. We've been working with our launch customers to get their whole company to understand the tradeoffs involved in customer support.

It's actually very hard to have both fast response times and high occupancy (the percentage of your team's time actually spent answering tickets). Often a company wants both, but it's hard to convince people that you can't have both. We've helped our early customers show this by actually planning different scenarios out.