Operations
Running a support team well: workflows, escalation, staffing, metrics and quality.
- Articles
- 15
- Latest
- Oct 2026
15 All Operations articles, newest first
Black Friday Customer Support Playbook: How to Prepare for BFCM 2026
A week-by-week BFCM 2026 support plan for ecommerce teams: which tickets to automate, macros to write, staffing, shipping FAQs, and the returns wave.
Shared Gmail Inbox to Helpdesk: When Small Teams Should Switch (and What to Pick)
Signs your team has outgrown a shared Gmail inbox, how Gmail delegation, Hiver, Help Scout, Front, Freshdesk and Zoho Desk compare, and a one-day setup plan.
Canned Response Examples: 24 Customer Service Templates You Can Use Today
What a canned response is, plus 24 copy-ready canned response templates for customer service, with guidance on personalising them and keeping them current.
Support Is Moving Into Slack and Teams. That Solves One Problem and Creates Another
Embedding support workflows in collaboration tools removes context switching for agents. It also fragments the customer record unless you are deliberate about it.
Support Volume Is Rising and Budgets Are Not. The Maths Only Works One Way
Business leaders expect service volumes to rise by up to a fifth over the next two years while cost per ticket climbs. Why headcount cannot close that gap and what can.
AI Ticket Triage: How to Sort, Prioritise, and Route Support Tickets Automatically
What ticket triage means, manual vs rules vs AI triage compared, a priority matrix to copy, the fields AI should set, and a safe rollout plan for auto triage.
Aging Tickets: What They Mean and How to Fix Them
What aging tickets are, how to build a ticket aging report with buckets, why tickets get stuck, and a weekly review process that stops old tickets piling up.
The One-Person Support Team Playbook
How to run support alone without burning out: expectation setting, the documentation that pays back, and covering hours you cannot work.
Escalation Matrix Template: A Copyable 4-Level Matrix for Support Teams
What an escalation matrix is, what it should contain, and a copyable 4-level template with SaaS and IT service desk variants, plus AI handoff rules.
How to Scale Zendesk Without Hiring
Six steps to handle growing volume on Zendesk without adding agents: find what your queue is made of, automate routing, fix product moments, and resolve documented questions first.
The Support Ticket Backlog Playbook
How to clear a support backlog and stop it returning, with the flow maths that explains why temporary help never works for long.
The Seasonal Support Spike Playbook
How to handle seasonal customer support spikes: forecast by week and topic, when hiring 15 temporary reps makes sense, 24/7 overnight cover, and modelling per-resolution AI costs.
15 Support Workflows Worth Automating First
A ranked list of support workflows to automate, ordered by payback and risk, from ticket tagging through to full customer-facing resolution.
What Counts as a Resolution in AI Support (and Why It Affects Your Bill)
How a resolution should be defined in AI customer support, the tricky edge cases, how resolution rate is calculated, and why the definition affects your bill.
Customer Support Metrics That Actually Matter
The customer support metrics worth tracking in 2026: resolution rate, cost per resolution, reopen rate, P90 first response and CSAT by topic, and the vanity metrics to drop.
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