Close tickets by fixing the order behind them.
Most tickets are an order problem with a question attached. Every client's queue reads into one inbox; the agent finds the order, proposes the fix and the reply as one item, and you approve both — or deny the fix and the reply gets rewritten before anything sends.
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Customer reports one of two items arrived damaged, photo attached. Refund the damaged line at the store-calculated amount; reply with the refund timing. No restock.
Ten queues, the same handful of order problems, every morning.
Shipping, returns, where-is-my-order, wrong address. The questions repeat across every client, and each one means opening that client's admin, finding the order, doing the fix, then writing the reply — in that order, by hand.
It fills up again overnight
The same first-line questions arrive in every client's helpdesk, every day. Answering them is the easy part; fixing the order behind each one is where the time goes.
Response time is the number the client sees
Tickets sit for hours before anyone triages them. Across a portfolio, first-response time is what the client judges you on, and the slow cases become chargebacks.
First-line support is a big line item
A support agency or a new hire for each client is a big monthly cost for a queue that's mostly repetitive order work with clear rules.
Write the support rule once per client. It reads every ticket.
Each client gets their own policy and their own thresholds. Tracking answers and small, clear refunds can run directly. Everything that touches money or a customer goes to the Support Desk agent, which asks you before anything sends.
- Scoped to one client — Harbor & Co's refund rules never apply to a Northwind ticket.
- Direct step for the deterministic part: where-is-my-order gets the real tracking link, nothing else.
- Agent step for the rest: refund, cancellation, address fix — proposed together with the reply, as one sign-off. Autopilot under a per-client amount if you choose.
- Anything the policy doesn't clearly cover becomes an internal note for a human, not an improvised exception.
Policy: deterministic or agent.
The helpdesk wakes it
A new ticket fires the webhook. The policy for that client runs within minutes, with the ticket and the order behind it already matched by email or order number.
Deterministic first
Conditions are checked against ticket and order. Fixed replies go straight out: status, tracking, delivery estimate, from the store's real data — no invented promises.
Fix and reply, one sign-off
The Support Desk agent proposes the refund at the store-calculated amount, the cancellation with restock, or the corrected address — plus the reply that goes with it. Deny the fix and the reply is rewritten before anything sends.
Every ticket on record
Resolved tickets get tagged and closed because the problem is actually gone. What ran, on which store, for how much, approved by whom. Deny once and it's remembered for the next run.
Typed order & ticket actions — not a chatbot on the helpdesk.
You approve “refund order #7731 — €49.90, no restock, reply attached”, never “let the AI answer customers”. Reads are free. Customer-facing writes ask by default; refunds always ask unless a policy says otherwise.
- toolReply with real order, fulfilment & tracking context
- toolRefund at the store-calculated amount
- toolCancel an order, restock included
- toolFix the shipping address before it ships
- toolTag, route and escalate the cases that need a human as internal notes
- toolClose tickets whose problem is actually gone
Put every client's support queue on policy.
Connect the store and its helpdesk, attach the support policy, approve the first batch. Free for one store; agency plans from the second.
Free for one store · 14-day trial on paid plans · no card · bring your own AI key