# Kenji's Ticket-Tier Divergence — Chapter 4 Worked Example | The Defensible Decision > Twelve months of tier-2 support ticket volume and mean resolution time behind Kenji’s Wednesday-mid-morning chart-family rebuild in Chapter 4 of The Defensible Decision. Nine months pre-automation, three months post-automation, one Big Idea about divergence. Canonical URL: https://www.thedefensibledecision.com/datasets/kenji-ticket-tiers/ [Teaching Datasets](/datasets/) / Kenji's Ticket-Tier Divergence — Chapter 4 Worked Example Twelve months of tier-2 support ticket volume and mean resolution time behind Kenji’s Wednesday-mid-morning chart-family rebuild in Chapter 4 of The Defensible Decision. Nine months pre-automation, three months post-automation, one Big Idea about divergence. ### Files Markdown files open in the browser. Data files download directly. [Markdown README.md 3.6 KB](/datasets/kenji-ticket-tiers/README.md) [Markdown SCHEMA.md 1.5 KB](/datasets/kenji-ticket-tiers/SCHEMA.md) [CSV kenji-ticket-tiers.csv 390 B](/datasets/kenji-ticket-tiers/kenji-ticket-tiers.csv) [JSON kenji-ticket-tiers.json 3.4 KB](/datasets/kenji-ticket-tiers/kenji-ticket-tiers.json) Start with [README.md](/datasets/kenji-ticket-tiers/README.md) for purpose and limitations, then use [SCHEMA.md](/datasets/kenji-ticket-tiers/SCHEMA.md) for field definitions.