How do you keep high-priority bugs from getting lost in support emails during a launch?
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Our tiny team got completely flooded with support tickets during our last major update. Critical bug reports ended up buried under simple stuff like password resets and basic account questions.
Setting up basic auto replies for common issues and organizing tickets by tags made a huge difference. It cut our response times way down and saved us from hitting total burnout.
What simple setups or tools do you use to filter support inbox clutter during high-traffic launches?
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We use tags to separate bugs from normal questions so important issues dont get buried during a launch how do you handle support when everything starts coming in at once
What helped us most was triage before anyone reads the message. Our support chat comes into Telegram, and the AI assistant that drafts first replies also labels every conversation: none, soft or urgent, with a one-line note on why. Urgent ones arrive marked with a siren, so a broken payment never sits behind a password question.
If I had to keep one rule for launch week, it would be this: anything about money (a charge that didn't show up, a double charge) jumps the queue, even when the customer sounds calm. Those are the tickets that turn into chargebacks if they wait a day.