Summer means vacation—also for your support team. And while time off is essential and well deserved, it can put your helpdesk under pressure:
Who handles incoming tickets when key team members are away? How do you keep things from falling through the cracks?
The good news? With a few smart steps, you can prepare your support setup so your team can relax—and your customers still get the help they need.nd.
1. Make Time-Off Plans Visible
The first step is simple but powerful: Make vacation schedules transparent across the team. That way, you can plan handovers, adjust responsibilities, and avoid surprises.
Tips to implement:
Use a shared team calendar (Google Calendar, Notion, HR tools, etc.)
Announce planned absences in standups or chat channels
Document who’s covering what during each time-off period
Why it matters: Visibility keeps your team aligned and prevents last-minute stress.
2. Reassign Responsibilities—Temporarily
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When experienced support reps are out, you may need to reallocate certain types of tickets or tasks. The key is to plan ahead and keep things flexible.
Try these approaches:
Assign temporary backups for specific topics or customers
Route complex issues directly to alternate contacts or teams
Clearly note ticket ownership shifts so others can step in with context
Why it matters: Continuity. Even when team members are away, customer issues don’t stall.
3. Clevere Autoresponder einrichten
Autoresponders aren’t just about “I’m out”—they’re a chance to show clarity, transparency, and care.
Example of a vacation autoresponder:
“Thanks for reaching out! Due to reduced staffing during the summer, response times may be slightly delayed. You can expect to hear from us within 24 hours. For many common questions, our Help Center is a great place to start.”
Include realistic response times
Mention helpful resources
Offer alternatives if appropriate
Why it matters: Sets expectations, reduces frustration, and increases trust.
4. Refresh Your Help Documentation
Self-service becomes a critical support channel when your team is operating with fewer hands on deck. Take time now to clean up your Help Center before peak vacation periods.
Focus on:
Adding FAQs related to summer topics (e.g. delays, returns, payments)
Updating outdated articles and links
Improving navigation and article hierarchy for quicker self-resolution
Pro tip: Link your top articles in email footers, contact forms, or autoresponders.
Why it matters: A strong Help Center reduces tickets and helps customers help themselves.
5. Wissen sichern – Übergaben klar gestalten
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The worst-case scenario? A teammate goes on vacation, leaving behind half-finished tickets with no context. Avoid this with structured handovers.
What that looks like:
Reassign open tickets before someone signs off
Leave internal notes with current status and next steps
Create a short checklist or handover doc for the covering person
Also helpful: a shared to-do list or task tracker for time-sensitive items.
Why it matters: Keeps tickets moving, avoids duplicate work, and ensures smooth transitions.
Final Thought: Vacation Shouldn’t Disrupt Great Support
Fluctuations in ticket volume and availability are normal during the summer. But with a little preparation—clear calendars, smart routing, helpful autoresponders, and updated documentation—your support team stays efficient and your customers stay happy.
Cover Photo by Datingscout on Unsplash
