What support workflow saved your team during a major traffic surge?

When we rolled out a big platform update the sudden spike in user messages completely overwhelmed our two person setup.

Urgent technical issues were getting lost under repetitive questions which slowed down fixes and frustrated early users.

Separating critical bugs from routine inquiries using tag routing changed everything. It kept our response times manageable and allowed us to fix urgent issues without missing a beat.

How do you organize incoming customer support requests when launching a new feature or product update?