What this covers
Suggested replies and ticket summaries based on your own help content, with your staff deciding what customers see.
Tools
Helpdesk APIs, Retrieval, Model APIs, Review UI. The exact stack depends on what you already use.
Where it helps
- Suggesting a reply with sources inside your support tool
- Summarising a ticket when it’s handed over
- Finding the right help articles
We agree what “done” means before work starts.
What you get
- Suggested replies and ticket summaries from your help content
- Staff approval before anything reaches a customer
- Source code, setup notes and an agreed definition of done
The final list depends on the agreed scope. The estimate and schedule follow from it.
Data and security
Customer accounts are kept separate, unneeded personal details are removed, and we agree on retention and escalation for sensitive tickets.
How I work on it
Review ticket types, decide where AI help is safe, prototype draft replies, check that sources are right, then pilot with feedback from staff.
What helps me get started
- A short description of the process and who uses it.
- Sample data, any API documents, and what access is available.
- How much it will be used, who reviews the work, and your release priorities.
A short outline is enough for a first call. Please send sample data, not real records or passwords.
Related services
Read the planning guideQuestions
Will this replace our support team?
No. The first version helps your staff. Fully automatic replies would need separate approval and a tested way to escalate.
How do you price the work?
I look at the workflow, the systems involved, the access needed and what “done” means, then send an estimate. If there are big unknowns, we start with a short discovery or a prototype.