All case studies
Customer Support
Helpdesk auto-triage
A SaaS support team cut median first-response time from 38 minutes to under 3 by triaging /support requests through a knowledge-base bot.
- First response
- 3m
- KB hit-rate
- 61%
- CSAT
- 4.6/5
The brief
Bot answers common questions from a Notion knowledge base, opens Zendesk tickets when it can't, and pages on-call for severity-1.
What we built
- Notion-synced KB
- /support ticket creation
- Zendesk two-way webhook
- Severity-1 paging into PagerDuty
Stack
- grammY
- TypeScript
- Fly.io
- Zendesk
- PagerDuty
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