Pixelberry’s team, led by Theresa Nguyen, implemented several strategic practices with the help of Helpshift to manage the high volume of customer support tickets effectively. They focused on collating common questions into FAQs, reducing incoming tickets by 75%, and employed canned messages for quick responses. Helpshift’s powerful search capabilities and bulk actions feature allowed the team to efficiently categorize and respond to common themes in tickets, significantly impacting wait times for other tickets. Furthermore, to manage the ticket surge during the holiday season, they introduced an auto follow-up system to prioritize urgent cases. This system helped them identify players who still required assistance after submitting a ticket, enabling the team to focus on those who needed help the most.