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Customers
7 min
How a two-person support team clears its queue overnight with one agent and a $200 limit.
Marco Ferrante
Head of Support, Halden
Halden’s support team used to start every week with 400 open tickets, most of them refund and address changes. Two people spent their Mondays on work that followed the same five rules.
Support Envoy handles refunds under $200 overnight
Anything larger lands in Slack for one-tap approval
Replies go out in Halden’s voice, signed by the team
The queue now opens at zero most mornings, and the team spends its time on the conversations that need a person.
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