The challenge
Support agents at Pulse Point spent significant time searching through product docs and past tickets before they could respond. Escalations to engineering were slow, and the backlog grew faster than the team could shrink it.
New agents took weeks to reach full productivity. Senior agents spent time answering questions from teammates instead of resolving tickets. The knowledge was in the system — nobody could get to it fast enough.
What we built
A copilot panel inside Zendesk that reads the current ticket and surfaces a drafted reply with citations from product docs and similar resolved tickets. It auto-triages ticket priority, flags likely escalations before the agent touches them, and shows a two-line account summary so agents have context before they type a word.
Agents accept, edit or replace each draft — the copilot assists, it doesn't automate. The improvement is in speed and confidence, not the removal of human judgment.
The result
- 45% faster first-response time across all ticket types.
- 25% more tickets resolved per agent without added headcount.
- Faster agent ramp-up — new hires productive in days, not weeks.
- Senior agents freed from internal questions to focus on complex tickets.