Send a courteous acknowledgment when a support ticket has no matching approved answer and leave it open for an Agent.
Acknowledge support tickets overnight and flag those needing a reply.
Customers get a receipt after hours, and your next support shift sees which tickets still need a personal reply in team chat.
Answer common product questions with approved replies as tickets arrive.
Your customers hear back by email on familiar questions, while tickets needing a personal answer stay open for your support team.