Constantly triaging to make sure that the things people care about are at the top of the backlog, yes, but in my experience generally not deleting tickets that

Constantly triaging to make sure that the things people care about are at the top of the backlog, yes, but in my experience generally not deleting tickets that are "not right now". What that means is that while the wait time for a hot ticket can be small, there will be other tickets that wait years to be looked at. Overall the average wait time curve might not be quite exponential, but it'll look similar.