Each closed Pylon ticket is placed on a 4×3 grid along two axes. The vertical axis (difficulty) has four levels: lightweight tickets are pure Q&A with no code change or intervention, easy tickets require running a technical procedure or API automation (e.g. recoding timesheets, refreshing ledgers) but no code changes, medium tickets required a small code fix under 20 lines, and hard tickets required a significant code change of 20+ lines. The horizontal axis (urgency) captures how much we can push back: obliged means an obvious bug blocking a customer right now, niche is a specific customer need that isn't urgent, and QoL is an improvement request where a workaround already exists. Difficulty is inferred from whether a Linear issue was linked (proxy for code change), question type tags, and keyword signals in the title and body. Urgency is inferred from priority level, page-oncall flags, and language indicating time sensitivity. Each ticket is also tagged with a theme (e.g. CPRs, Time Off, Payment & Pay Rates) derived from the HCM product area field and keyword matching.