Support agents were losing time before the real work started
The team handled more than 700 monthly tickets. Website customization and problem reports looked simple in time tracking, but the actual median time-to-solve was much higher because agents spent hours reconstructing context.
The same questions came up repeatedly: what changed, where the relevant logs lived, whether a similar case had happened before, and which senior developer had the missing context.
Context at the moment of intake
Ticket enrichment
Zendesk webhooks triggered an enrichment flow that pulled product logs, related records, and relevant historical tickets before the issue reached the queue.
Resolution guidance
The automation produced structured metadata and likely resolution paths so agents could begin with a sharper hypothesis.
Knowledge refresh
A recurring context refresh kept recommendations aligned with recent product changes and newly solved tickets.
The business result
Average ticket resolution time dropped by 51%, median time-to-solve for website issues fell by 79%, and senior developers spent less time answering repeat context questions. The team gained throughput without adding headcount.
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