Support inbox triage that drafts every reply.
Every morning someone reads the whole support inbox, works out what matters, and types the same answers again. For a team handling 50 or more tickets a day, sorting and first drafts can take hours of someone's day.
Skip this if you get fewer than 20 tickets a day. Saved replies in your help desk will do.
- What you get
- Every new ticket tagged, ranked and answered in draft, inside your help desk
- Pilot length
- 4 to 6 weeks on one inbox
- Price range
- Pilot from US$2,400, version 1 from US$7,200
- We need from you
- Read access to the inbox and help articles, and one person to review drafts
Sorted, drafted, sent by a person.
Topic, urgency and language on arrival, so the angry and the urgent reach a person first.
Each draft cites the help article it used, so the agent can check it in seconds.
With the likely code area attached, instead of a vague "it's broken" ticket.
How many tickets came in, what they were about, and how many drafts went out unchanged.
Hi Dana, sorry about that. I can see two charges on 1 November, so I've queued a refund for the second one. It will reach your card in 3 to 5 working days, and your plan stays the same.
One flow, with a person at the end.
The AI never talks to a customer on its own. It does the reading and the first draft; your team does the sending.
What comes in
Emails, chats and forms as they arrive, plus your help articles and past replies.
What it works out
Reads each ticket, tags topic and urgency, and drafts a reply that cites its sources.
Where it puts it
Tags and drafts go into your help desk, and bugs go to engineering with the likely code area.
Who sends it
An agent reads the draft, edits it if needed, and sends it. Nothing reaches a customer without a person.
Pilot, then version 1, then run it.
Each step is priced on its own, so you can stop after the pilot if the drafts aren't good enough.
Pilot
One inbox and one help desk, with your team reviewing every draft.
- Time
- 4 to 6 weeks
- Price
- From US$2,400
- Ends with
- A go or stop, with the share of drafts sent unchanged
Version 1
Every inbox, bug escalation to engineering, and a weekly report.
- Time
- 5 to 6 weeks
- Price
- From US$7,200
- Ends with
- A system your team uses every day
Run and improve
Model updates, new topics, and monthly tuning on the drafts people edited most.
- Time
- Monthly
- Price
- From US$599 a month
- Ends with
- A report every month
In US dollars · monthly plans on the pricing page
Estimate this build.
Answer three questions and the estimator opens with support inbox triage already picked.
Typical · pilot from US$2,400 · version 1 from US$7,200You may not need us. Here's how to tell.
Help desks now ship their own AI. If yours covers what you need, use it. These are the usual options and where each one stops.
Fin (formerly Intercom)
Answers customers on its own from your help centre content.
Built to reply to customers itself, and billed per outcome.
Zendesk AI
Tags tickets by topic, language and sentiment, and suggests replies to agents.
Works in Zendesk; your own data needs custom actions or flows.
Freshdesk Freddy AI
Suggests replies and summarises long threads for agents.
Lives inside Freshdesk, and drafts first replies from your help articles.
That is where an off-the-shelf help desk AI runs out, and where this build earns its price.
It reads. People send.
The build is set up so a mistake becomes a bad draft that someone fixes, not a bad email a customer reads. Our build note explains why each draft cites two articles.
Read access to the inbox and help articles. It never gets permission to send on its own.
Tickets stay in your help desk and your cloud region, and drafts are stored with the ticket.
Every reply is a draft until an agent sends it, and every edit is tracked.
Your support lead checks a sample each week, starting with the drafts people edited most.
Proof
Built on the platform we rebuilt for Parallel Completions.
Same build, different inbox.
Not sure this is your problem? These three use the same parts for a different job.
Maintenance requests for property managers
Tenant emails sorted by urgency, with a work order drafted for each one.
See all use cases →A claims inbox for insurers
New claims checked for missing documents, with the request for them drafted.
See all use cases →An order inbox for distributors
Order emails read into your system, with stock questions answered in draft.
See all use cases →Questions
Will it reply to customers on its own?
No. It drafts and a person sends. Later you can let it send a few narrow kinds of reply on its own, such as order status, once the drafts for them go out unchanged.
Which help desks does it work with?
Any help desk with an API, including Zendesk, Intercom and Freshdesk, and shared Gmail or Outlook inboxes.
How soon is it useful?
Drafts start in the first weeks of the pilot. By the end of it you know what share of drafts go out unchanged, and you decide on version 1 from that.
What does it cost to run?
You pay the model provider for each ticket it reads. The pilot report shows that cost per month before you decide on version 1.
What if a draft is wrong?
The agent edits or rejects it. Every edit is tracked, and the weekly review starts with the drafts that needed the most changes.
Can it handle more than one language?
Yes. Each draft is written in the customer's language, and the agent can read an English version while reviewing.
Get this scopedin 30 minutes.
Bring a week of tickets if you can. You leave with a written next step and a price range for the pilot.
India time · confirmed on Cal ID