Ran the numbers on a handful of small ecommerce stores (1-5 person teams) and the same 3 ticket types eat 60-70% of support time, every single time:

1. "Where's my order?" — almost always a sync issue between the store and the fulfillment/inventory system, not an actual shipping problem.

2. "I want to change my order" — customer wants to swap size/color/qty after checkout. Manual = a support rep hunting through order history.

3. "Item shows in stock but I can't check out" — inventory drift across sales channels. The store thinks it has stock, the channel doesn't, or vice versa.

None of these are support problems. They're sync problems wearing a support costume. If you fix the order/inventory sync layer, your ticket volume drops before you ever touch your macros or canned responses.

Built StockLoop around exactly this — automating the order routing and inventory sync so the ticket never gets created in the first place. Happy to share more of what we found if useful to other small brands here.