Support teams are struggling with workload management due to growing expectations, shrinking resources, and increasing complexity. Effective workload management is crucial for maximizing strengths, minimizing inefficiencies, and improving team morale. It involves planning, strategizing, automation, and organization to ensure a healthy and efficient support team. The benefits of effective workload management include reducing burnout, ensuring team planning, training new teammates, and providing predictable workflows. To overcome common challenges, Intercom has introduced new features such as automatic away modes, teammate assignment limits, and secondary team inboxes, which help manage critical conversations, prioritize workloads, and optimize team utilization. These features aim to improve customer satisfaction by upleveling team performance and reducing the risk of burnout among support reps.