Every support team has a backlog story. Ours peaked at 400 open tickets on a Monday morning, most of them asking questions our help center already answered.

Start with the boring tickets

We pointed the Support Agent at the 20 most common intents first: password resets, billing dates, plan limits. These made up 61% of volume and had clear, documented answers.

• Week one: the agent drafts, a human approves every reply

• Week two: auto-send for the top 10 intents, approval for the rest

• Week three: weekly review of edge cases and tone

Keep humans on the hard problems

The goal was never to remove people. It was to give them back the hours they spent copy-pasting the same macro. Escalations now arrive tagged, summarized and routed to the right person.

What we measured

First reply time fell from 9 hours to 38 seconds. CSAT went up four points. And the team finally had time to fix the product issues causing tickets in the first place.