SaaSA B2B software company with 3,000 customers

First reply in under an hour across 900 weekly tickets

52 min

median first response, down from 7 hours

38%

of tickets resolved by approved drafts

$61k

yearly hiring avoided

Before

Four support agents shared one inbox. Billing questions, bug reports and feature requests arrived mixed together, and urgent outages waited in line.

Inbox triage tags intent and urgency, drafts replies from the help centre, and pages the on-call engineer when an outage pattern appears.

Live 2 weeks after kickoff.