Volume is visible. Expectations are not, and that makes them harder to manage.
A team can handle a high number of tickets if customers know what to expect. Problems arise when expectations and reality do not match.
If customers expect immediate responses and the team cannot deliver that consistently, dissatisfaction increases even if the actual performance is reasonable.
Setting clear expectations is part of the support role. Response times, service levels, and communication standards should be defined and reinforced.
Managing expectations reduces pressure on the team and improves the overall experience.