To help serve everyone better, I'm going to be outsourcing some of my support work directly to Liz from now on. This means she'll be working on those tickets outside of her normally scheduled hours with me and will be paid directly by clients for the time put in.
Not only should this cut down on wait times due to more time being spent on tickets each week, but it allows Liz to be better paid for work she's already been doing by herself for the last year, something she very much has earned and deserves. :-)
Only tickets that involve a chargeable work order would be outsourced to Liz, so this doesn't affect other types of support requests that typically don't require a payment (ie: questions, fixing a problem, etc).