Explain how you would use a customer support platform (for example: Zendesk, Freshdesk, or Intercom) and related tools to handle a high volume of tickets while maintaining SLA compliance. Which features, metrics, and automations would you prioritize and why?

To manage high volume while keeping SLAs, I prioritize ticket routing, SLA policies, macros, and knowledge-base deflection. I set automated routing rules so urgent or VIP tickets hit a dedicated queue, and SLA policies that enforce first-response under 1 hour and resolution within 24 hours. Macros and AI-suggested replies cut average handle time by ~35%, and triggers/automations escalate breached SLAs and remind agents when tickets hit 80% of allowed time. I pair that with KB articles and a bot to deflect common questions—targeting a 25–30% deflection rate—then monitor dashboards for first response time, backlog, and CSAT. Weekly reports flag top tags so we create new KB content; that reduced repeat tickets by 40% on a previous team. I also watch agent occupancy (target ~75%) to balance throughput and burnout.