Customer support volume, also known as ticket volume, measures the total number of conversations support staff have with customers. This metric provides insight into a team's workload and how changes to products or processes affect the customer experience. It can help teams identify their optimal productivity and inform decisions such as hiring additional support staff or adopting new tools that promote efficiency. The volume is measured by counting all interactions between customer support staff and customers in a given time period, taking into account communications across multiple channels. This metric helps plan workload distribution among support staff and identify patterns in customer support requests, enabling teams to plan accordingly and mitigate any surprises. To mitigate high support volumes, teams use strategies such as offering self-service tools, identifying issues before they arise, having a clear vision of the customer journey, creating a triage system, upskilling agents, and leveraging data to optimize their processes.