Get a quick estimate, plan each day of peak week by ticket type, and use the playbook to cut the load before it arrives. The numbers already filled in are an example store; replace them with yours.
of support work in Black Friday week, against 0 in a normal week.
That range assumes 34–45% of the work is handled without a person, which is what two AgileMorph builds achieved. The advanced planner lets you set it per ticket type.
want it day by day? try the advanced planner →
Days are Thanksgiving Thursday to the Wednesday after Cyber Monday. Change the daily split below if your store peaks differently.
That's 0 person-days, worth about $0.
| Ticket type | Share of tickets % | Minutes each | Could be automated % | Peak-week hours |
|---|---|---|---|---|
| Total | 100% | 0 |
The "could be automated" column is your estimate. Questions with one clear answer (order status, a cancellation before packing) usually sit at the high end; anything that needs judgment sits low.
Thirteen things that shrink the ticket pile before it reaches your team. Most take under an hour and cost nothing.
A tracking link tells people where the parcel is. A date tells them when, which is the question they actually write in with. Even "usually arrives in 3–5 business days" helps.
Shopify: Settings → NotificationsLink your order status page from the site header, the FAQ and the contact form. Many order-status tickets come from people who couldn't find the link.
15 minReplace "we got your message" with the tracking lookup link, your holiday shipping cutoffs and your return window. Some tickets close themselves.
20 minUse the dates your carriers publish each season. Customers who know the cutoff don't need to ask whether it will arrive in time.
30 minOrder status, cancel or change, running late, refund status, discount code not working. Three are ready to copy at the bottom of this page.
45 minMost helpdesks can tag by keyword: "where", "tracking", "shipped" → order status; "cancel", "change", "address" → order change. The right person sees the right pile first.
30 minEven an hour gives customers time to cancel or fix an address before anything is packed, so those changes stay a one-click job.
talk to your warehouseDecide the refund or discount amount they can approve alone, and who signs off above it. Faster replies, consistent decisions.
10 minNew apps, new automations and new email templates wait until the week after. Peak week runs on what you've already tested.
0 minOrders peak over the weekend, but order-status questions build while parcels are in transit. For many stores, the Tuesday to Friday after Cyber Monday is the busier stretch for support.
set it in the advanced plannerTickets waiting more than 2 hours. Orders that haven't moved in 48 hours. Automations that need a look. Everything else can wait for Monday's report.
pin it on a second monitorOne short, honest update to customers whose parcels are delayed heads off the "where is it?" email and the follow-up after it.
template belowAsk which questions you answered the same way more than 50 times. That list is your automation plan for January, and what's left is what stays human.
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Hi {name}, thanks for checking in.
Your order {#number} shipped on {date} with {carrier}. You can follow it here: {tracking link}
It's expected to arrive {date range}. If it hasn't reached you by {date}, just reply to this email and I'll look into it personally.Hi {name}, happy to help.
Your order {#number} hadn't been packed yet, so I've {cancelled it / updated the address to …}. You'll get a confirmation email in the next few minutes.
Anything else you'd like to change while I'm here?Hi {name}, a quick heads-up about your order {#number}.
It's taking a little longer than usual with {carrier} this week. The latest estimate is {date}, and you can follow it live here: {tracking link}
We're keeping an eye on it and will let you know if anything changes.