Support
Draft support replies from account history and saved answers.
Agents read the ticket in your help desk, look up the customer’s account and past replies, and draft an answer from your team’s knowledge. You choose which replies go out on their own and which wait for someone to read them.
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Ticket to reply
Starts: A webhook when a new Zendesk ticket arrives
- Customer asks, someone outside
- Look up customer, an agent
- Find the answer, an agent
- Draft reply, an agent
- Read and send, waits for you
Waiting for you
Send this reply?
Review the answer against the customer’s history. You can later remove this step for selected types of reply, while keeping billing replies under review.
- An agent
- A teammate
- Someone outside
- Waits for you
Using past answers on the next ticket.
A reply may need an answer from an older thread, along with the customer’s plan and ticket history. Finding that information is part of answering the ticket.
When a reviewer edits a draft or corrects an answer, Standard Procedure automatically keeps the lesson. Agents use it on future tickets alongside account history and saved knowledge.
Five support procedures to start from.
The ticket-reply example includes review before sending. You can keep that review for selected types of ticket as you become comfortable with the drafts.
An integration agent builds connections to the systems your team uses from their API docs. How connections are set up
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- Customer asks, someone outside
- Look up customer, an agent
- Find the answer, an agent
- Draft reply, an agent
- Read and send, waits for you
Agent work
Read the Zendesk ticket and earlier conversations, check the customer’s plan in Chargebee, and draft a reply using Zendesk Guide articles and your team’s saved knowledge.
Waits for you
Send this reply? Review the answer against the customer’s history. You can later remove this step for selected types of reply, while keeping billing replies under review.
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- Try to reproduce, an agent
- File ticket, an agent
- Set priority, waits for you
- Tell the customer, an agent
Agent work
Try the customer’s steps on staging, file a Linear issue with screenshots and a link to the Zendesk ticket, and draft the customer’s next update in Zendesk.
Waits for you
How urgent is this? The support lead sets priority using the customer’s situation and engineering’s current commitments.
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- Customer asks, someone outside
- Check account, an agent
- Draft options, an agent
- Cancel, waits for you
Agent work
Read the Intercom conversation and the customer’s last-seen date, check the subscription and renewal date in Chargebee, and draft a reply with the cancellation or pause options you offer.
Waits for you
Cancel, or call them first? Check the customer’s request and the effective date before changing the subscription. The Chargebee cancellation call asks a person first.
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- Find quiet threads, an agent
- Draft a nudge, an agent
- Close or call, waits for you
Agent work
Find pending Zendesk tickets where the customer hasn’t replied in four days, read the latest comments, and draft a check-in for the assigned support agent.
Waits for you
Close this ticket? Read the ticket before closing it, including any issue still waiting on your team.
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- Read the week, an agent
- Find repeats, an agent
- Draft one answer, an agent
- Approve answer, waits for you
Agent work
Read the week’s resolved Zendesk tickets, compare the replies with existing Guide articles, and draft updates where the answers are missing or inconsistent.
Waits for you
Save this as the answer? The support lead checks the answer before saving it for agents to use on future tickets.
What arrives for support review.
- Drafts with the account already read
- Plan, past tickets and the saved answer, beside the reply.
- Answers that learn from edits
- Corrections to draft replies become lessons automatically. Agents use those lessons when the same question comes up again.
- Stops you can move
- Read every reply in week one. Let the routine ones go when you’re ready.
- A bug-reproduction attempt
- Screenshots from staging, or a question for the team when the agent can’t reproduce it.
You choose where work waits for a person.
You choose which replies need review. Connection calls for cancellations and refunds require approval unless a person changes that setting.
How approvals and tool limits work- Automatic learning
- Every edit or correction to agent work becomes a lesson automatically. Agents use relevant lessons on future jobs, with no separate training task.
- Your data and procedures
- Your business keeps its data, procedures and the knowledge built from corrections. The details of how your team works stay in your workspace.
- Choose review steps
- Add, remove or move a review step. You can try the draft on past jobs before publishing the change.
- Calls ask first
- Every call through a connection waits for a person until someone decides it can run on its own. No agent can make that decision.
- Keys stay sealed
- An agent knows a connection only by its name. The key is added on the server as each call goes out.
- Run records
- Each run keeps its steps, calls and answers. A hash-chained record makes changes to recorded events detectable.