Assembly Hall

I was reading your latest blog regarding ticket queues. I know this is unsolicitated advise or ideas but I will shoot anyway. I used to be a licensed mutual fund agent working at a financial institution here in Canada. When we started the ranking of the accounts in a brokers books was divided into A, B, C and D clients. A being the richest and easiest to manage all the way down to the **** clients in the D pool that would call you every day/week and annoy the hell out of you about their money and why you were not doing a better job, etc. These C and D clients were handed off to the noob brokers to help start their own books and cull the herd for the older brokers.

This being said. I read the part regarding the ticket response times. Why not rank, internally, the tickets importance in such a way and even tell the player what ranking their ticket represents? This would give a very relative time frame that is variable enough that might actually give some idea of response time after a ticket is processed with CCPs internal systems to rank. This might also speed up the response time given that it is an automated response rather than the initial GM response we get now.
The other function of a ranking system could be to create an ISD GM subpool made of players. This would need to meet some technical hurdles such as NDA style issues. But would create a prepool for future GMs by giving them in game rewards such as plex, skins or apparel in order to complete overflow tickets in the event of a ticket spike. The overflow tickets would only be of the lowest rank(s) of tickets, the tickets that just ordinarily take time but not much benefit to CCP to complete. The easiest and simplest to complete so that training time for these new GMs would be of the lowest times involved. Rewards for the highest completion amounts or % satisfaction could result in actual monetary rewards. These people would then be some of your best candidates for future actual GM work.
These ISD GMs would in essence be volunteers from within the game working for some in game rewards towards future actual monetary rewards or jobs much like many of the ISDs do now would provide an instant pool of GMs without much overhead and the least amount of training involved.
The overflow pool of tickets would be an automatic pool created on a private website with individual log in and would pop up as they become available and be a first come, first served style. Click on link with a logged in ISD GM account and it then goes to your personal account to answer. This overflow, if the ordinary GMs catch up on their work, would then be taken up again by them.

It is just an idea I had as I read the Devblog. This might be the wrong place for it but it does not hurt to try. Thank you for all the good work you have done and are doing.