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Custom Software
SaaS / Customer Support
ZenDesk Pro
Intelligent ticketing and automated support flows.
The Client
A SaaS provider dealing with thousands of customer tickets monthly.
!The Challenge
Support agents were overloaded, and SLA breaches became frequent.
Our Solution
We built an AI reply-suggestion engine, automated ticket categorization, routing rules, and customer satisfaction surveys. Added analytics dashboards for support teams.
Key Features Delivered
AI Reply Suggestions
Automated Ticket Routing
Support Analytics
Customer Feedback Loop
Multi-Agent Panel
Development Process
01
Data Training
Trained AI on 18k+ historical tickets.
02
Development
Built scalable backend + agent dashboards.
Business Impact & Results
Reduced ticket handling time by 46%
SLA breaches dropped dramatically
Higher customer satisfaction scores
Tech Stack Used
Node.js Python React ElasticSearch
"
The automation features have transformed our support department.
Jessica Lane
Support Lead
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