Key outcomes
Context & problem
The technical support team handled 700+ monthly tickets. Website Customizations and Website Problems averaged 2 hours self-reported but a median 25.4 hours to truly solve.
- Time tracking ignored research and clarification, masking real effort.
- Tickets without a clear starting direction sat unassigned for ~20 hours.
- Customizations were undocumented in code, only referenced in historical tickets.
- Senior developers were frequently interrupted to answer repeat questions.
Automation strategy
We engineered a lightweight automation layer that intercepted tickets via Zendesk webhooks, enriched them with contextual data, and reinserted them into the queue with structured metadata and suggested resolution paths.
Context injection
Each ticket was automatically enriched with product logs, codebase references, and related historical tickets.
Auto-resolution recommendations
Institutional knowledge and historical ticket data shaped recommended resolution paths at intake.
Fresh monthly context
A monthly context window pulled the latest data to keep ticket intelligence current and accurate.
Impact & results
- 51% reduction in average ticket resolution time.
- 79% reduction in median TTS for Website Customizations and Website Problems.
- Team monthly workload dropped 11%, enabling more project throughput.
- $6,200 in monthly savings.
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