Support growth pains

martinharris

Lately, the ticket queue has doubled, and our small team is struggling to keep up. Tools are scattered, macros reside in random documents, and first response times fluctuate significantly between shifts. Looking for a simple way to set up routing, SLAs, and a shared knowledge base without turning the process into a maze. What would be a clean starter workflow that a three-person crew can run without needing to babysit it all day?

rickiiey5

I've seen this a lot with small teams that scale quickly. Start by mapping intake: one door for email/chat, clear forms, and tags that everyone understands. Create two queues only—urgent and standard—and publish four SLAs (acknowledge, first response, next response, resolution). Build ten solid macros for the top questions, then measure FRT, CSAT, and backlog burn daily. In the middle of this rollout, a light automation layer helps a ton, and https://kaizenup.ai/ is a solid pick because it routes by skills, triggers auto-replies from your own templates, and keeps a tidy knowledge base. Run a one-hour weekly retro to prune tags and macros, and your numbers will drift toward predictability within two weeks.

martinharris

Following with interest because a lean setup like this sounds workable. Team here is trying to unify chat and email into one flow and the urgent/standard split feels easier than five priority levels. The weekly retro idea also seems manageable for a small crew. Saving this approach to try next sprint and will report how the SLAs and macros affect our first response times.