AI support triage that attaches account details and routes tickets
Every ticket arrives with the customer's plan, usage and recent errors attached, goes to the right person, and the routine ones get answered.
- Reach it by
- Slack or Teams
- Web
- Who can use it
- Your customers write in; your support and engineering team work the tickets
- Works in
- Your help desk, such as Zendesk, Intercom, Help Scout or Freshdesk · Your product's admin API · Your error tracking, such as Sentry · Your CRM · Slack or Teams
The problem
A ticket says "it's broken again." Before anyone can help, someone looks up the account, checks the plan, searches the error logs and asks the customer which page they were on. That's fifteen minutes before the real work starts.
Tickets sit in one queue. The enterprise customer with a failing integration waits behind password resets, and your engineers get pulled in on things support could have answered.
What your agent does
- A ticket comes inEmail, chat or your web form
- Your agent pulls the accountPlan, usage, recent errors, open invoices
- Context attached to the ticketWhat they were doing and what failed
- Routed to the right person
- Routine ones answeredFrom your help docs, in your tone
- Weekly view of what's breakingTop issues by count and by account size
What you get
- Every ticket opens with the account details already there
- Urgent and high-value tickets reach the right person first
- Routine questions answered in minutes
- A weekly list of the issues behind the most tickets
Who approves what
It only answers the kinds of tickets you approve, from your own help docs. Refunds, credits, plan changes, data deletion and anything from an account you mark as sensitive go to a person. Your support lead reviews a sample of its answers each week.
Common questions
- Will customers know they're talking to an AI?
- Yes, if they ask, and you can label its replies. It hands off to a person whenever the customer asks for one or the question is outside what you've approved.
- Does it replace our help desk?
- No. It works inside the help desk you already use, adding notes, setting fields and routing tickets the way your team would.
- What if it answers something wrong?
- It only answers from your docs, and only the ticket types you approve. When it isn't sure, it routes the ticket to a person instead. Your team can see and correct every reply.
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What job would you hand to an agent?
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