The challenge
Support requests arriving by email were getting buried - each support engineer has a Gmail label for their pending items, but nobody could see at a glance how many tickets each person was holding or how long the oldest had been waiting.
What we built
A Google Apps Script now scans the inbox and every engineer's pending label three times a day and emails management a colour-coded report showing the pending count per person alongside the longest-untouched ticket, its subject and its date. Aged tickets surface automatically and response discipline improved - without anyone compiling a report.
The result
Before: tickets buried in email. Now: aged tickets surface automatically.