When to Automate — and When to Hold the Line

A practical decision guide for which processes to automate and which to keep human.

Why This Matters

Automation isn't about replacing humans, but freeing them up to solve the problems that matter.

Understanding the common pitfalls is the first step toward avoiding them. Let’s get real about the challenges.

The Hard Part

Many teams get stuck in manual ruts, handling the same predictable (and boring) requests day after day.

These issues usually stem from scaling pains—what worked for a small team starts to crack under pressure.

A Smarter Way

Start small. Find one repetitive, low-risk task and automate it. The goal is a quick win, not a system overhaul.

This mindset shift is key: it’s about balancing structure with the human touch.

How to Start

Begin with small, practical steps. Quick wins build momentum and prove value.

For example, you could try one of these: Try setting up one automated workflow this week. Maybe it’s auto-tagging tickets with the word "refund" or routing all "demo request" emails to sales. Start simple.

Is It Working?

Measure what matters. Success isn’t just about numbers; it’s about impact.

Track the time saved on the task you automated. Did it free up your team for more complex work? Ask them.

The Takeaway

The goal isn’t a world without humans, but a world where humans do work worthy of their skills.

The most successful support teams treat excellence as a journey, not a destination. Keep learning, keep improving.