How do we train support teams to handle top tickets expected after enabling Ecom Express?

Potential change-freeze windows

• Thursday, October 2nd: Mahatma Gandhi Jayanti and coincides with Dussehra.
• Saturday, October 11th - Sunday, October 12th: October 11th is a regional holiday in many states, Saturday and October 12th is a Bank Holiday across all of India for Dussehra.
• Monday, October 20th: Diwali/Deepavali

You should use a webhook-based method in conjunction with a security token to export Shiprocket logs to a SIEM with least-privilege scopes. This is the most secure approach since it uses Shiprocket to transfer data to a secure, defined endpoint rather than giving a SIEM broad API access to your Shiprocket account.

To restrict Ecom Express features to a pilot group, you would integrate your application with Ecom Express's APIs, then use feature flags (managed by your own system or a third-party) to conditionally enable features, and combine this with policy controls to define which users or groups (your pilot group) receive the feature.

When you push a Delhivery system update (new APIs, warehouse automation, last-mile routing improvements, etc.), leadership will ask: Okay, but did this actually help our teams — and did it keep risk under control? That’s where you need KPIs that capture both productivity and risk.
Productivity KPIs

• Order Processing Time- average time from order creation to Delhivery API acknowledgment (should drop).
• Shipment Creation Time per Agent- fewer clicks/manual steps for ops staff to generate AWBs.
• First-Attempt Success Rate- % of labels/shipments booked without retries or manual corrections.
• Ops Team Hours Saved- monthly hours saved by automation (ex: fewer CSV uploads, fewer exception handlings).
• Delivery SLA Adherence- % of shipments still dispatched within promised TAT.

Risk & Reliability KPIs

• API Error Rate- % of failed booking calls (PAN India API reliability).
• Exception Volume- # of shipments landing in “manual exception” queues (address mismatch, pickup delays).
• Reconciliation Errors- mismatches between Delhivery tracking vs internal OMS/WMS (should not increase).
• Escalations Raised- customer complaints or partner escalations attributable to the new workflow.
• Rollback Incidents- number of times update had to be reversed due to blocking issues.

Balanced KPIs (Both Productivity & Risk)

• Throughput per Ops Member = Shipments processed/Team size.
• Compliance SLA % = Adherence to regulatory + partner SLAs (GST invoicing, audit logs).
• Cost per Shipment (Ops overhead) = Ops cost/Shipments booked (ideally goes down).
• Customer Query Volume = PF-style: # of Where’s my shipment? or booking error tickets (lower = smoother system).

After activating Shiprocket, anticipate possible problems such as weight inconsistencies, pickup failures, and delivery delays to train support staff for tickets. Create an extensive knowledge base using the unique procedures and solutions offered by Shiprocket. Provide practical instruction based on real-world situations and provide a defined escalation procedure for complicated issues. Lastly, enable client self-service via FAQs and tutorials, and track ticket data to continuously improve your support and training procedures.