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Elevator pitch Proactive Zendesk support agent assistant that surfaces urgent tickets, auto-applies solutions, and flags SLA risks in real time.
Industry Customer Support & Ticketing
Problem
- Agents manually hunt through ticket queues, missing urgent issues.
- SLA breaches happen silently until escalation is too late.
Solution
- Intelligent ticket search and prioritization by urgency and customer value.
- Automated macro application and SLA breach alerts with recommended actions.
Tools
ticket-search: Query Zendesk by priority, status, tags, SLA risk (returns ranked results)macro-suggester: Analyze ticket content, recommend matching macros (returns top 3 with confidence)sla-monitor: Track ticket age against SLA thresholds, flag breaches (returns at-risk list)ticket-enricher: Fetch customer history and context (returns account summary + prior issues)
Widgets
/dashboard: SLA breach alerts, urgent queue, macro recommendations at a glance/ticket-detail: Enriched ticket view with suggested macros and next-step actions
Conversation starters
- "Show me all high-priority tickets at risk of SLA breach in the next 2 hours."
- "What macros should I apply to this angry customer ticket?"