How Meridian Logistics cut ticket resolution time by 31%
Meridian Logistics runs a support operation spanning three shifts and two continents. Escalated tickets — the ones that couldn't be resolved by the first-line team — were their most visible problem: customers were waiting far longer than the team's stated SLA on a meaningful share of escalations, and nobody could say exactly why.
The starting picture
Meridian's first-line support tool showed escalations as resolved the moment they were routed to engineering. Engineering's own tracker showed a ticket the moment someone started working it. Between those two events was a gap that existed in neither system's own reporting.
"We knew resolution time was too long," said Priya Nakamura, Meridian's Director of Operations. "What we didn't know was where the time was actually going. Every team could point to their own numbers looking fine."
What the cross-tool timeline showed
Once Meridian connected its helpdesk and issue tracker to Adesion, a single handoff stood out immediately: the gap between an escalation being routed and an engineer actually picking it up averaged 4.2 days — more than the rest of the ticket's entire lifecycle combined.
The bottleneck wasn't a slow engineer or a slow support agent. It was a queue nobody was explicitly assigned to check.
Escalated tickets landed in a shared engineering queue with no owner and no notification tied to it. Engineers picked up tickets when they had capacity and happened to look — which, on busier weeks, could take days.
The fix
Meridian's fix was deliberately small: a rotating on-call owner for the escalation queue, checked twice daily, with an Adesion alert firing if a ticket sat unclaimed for more than four hours. No new tooling, no reorganisation.
The result
Within six weeks, average time-to-pickup for escalated tickets dropped from 4.2 days to under six hours. Overall ticket resolution time across the whole support operation fell by 31%, almost entirely from fixing this one handoff.
"The individual steps were never really the problem," Priya said. "It was always the gap in between — we just couldn't see it until we could actually trace a ticket across both tools at once."