Forecast the peak from last year
Use last year's weekly ticket counts to estimate the peak and its start date. Add a margin for growth.
Write the peak answers early
Publish shipping cut-offs, return windows and holiday hours before the rush. The best peak-season ticket is the one never sent.
Train temporary help in a day
Give seasonal staff a short list of saved replies, the five most common questions and who to ask. Narrow scope beats full training.
Set honest reply times
Change the auto-reply to say how long answers take in the peak. A clear expectation prevents the second and third ticket.
Protect the team
Plan breaks and rotate the hardest tickets. A peak lasts weeks, and tired agents make expensive mistakes.
Review the rush afterwards
Hold a short review: what spiked, what was missing from the help center, what to prepare earlier next year. Write it down for next season.