---
title: "Keeping Up With Tickets During Black Friday and Boxing Day"
description: "Sorting, tagging and ready-made replies that helped the team answer a peak-season inbox quickly, without losing the personal touch."
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> Index of every page on this site: [llms.txt](https://aljen.bynery.app/llms.txt)

# **Keeping Up With Tickets During Black Friday and Boxing Day**

Sorting, tagging and ready-made replies that helped the team answer a peak-season inbox quickly, without losing the personal touch.

**ABM Global · Customer service team**

**Tagged**

**Every ticket by type**

**Templates**

**For the top delivery questions**

**Faster**

**Replies during peak weeks**

## **The Challenge**

Big sale events bring a wave of orders and, a few days later, a wave of delivery questions. The inbox grew faster than we could reply, and customers began sending the same question two or three times.

## **My Role**

Customer Service Representative. I helped organise the queue and wrote reply templates.

## **What I Did **

1. **1**

   Merged duplicate tickets and tagged each one by type: delivery update, change, return or faulty item
2. **2**

   Wrote delivery-update templates with the tracking link and an honest timeframe
3. **3**

   Answered the most urgent tickets first, such as cancellations before dispatch
4. **4**

   Passed recurring delivery problems to logistics so they could be fixed at the source

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```

## Sitemap

See the full [sitemap](https://aljen.bynery.app/sitemap.md) for all pages.