AI Support Ticket & Helpdesk Automation System

A growing e-commerce brand was drowning in support tickets across email, chat, Slack, and their web portal. I built an AI-powered helpdesk that categorizes, routes, and drafts replies — with human approval before anything goes out.

Client problem

Support backlog would not shrink. Tickets arrived through email, live chat, a web portal, Slack, and phone messages — multiple channels, no single place to see what was urgent.

The team repeated password resets, order status checks, refunds, and shipping delays. Agents copied answers from a shared doc and manually decided routing. After-hours messages sat until morning.

They needed AI for the boring parts, with a human still approving customer-facing replies.

Solution delivered

Multi-channel intake into one queue. AI categorization and routing. Draft replies grounded in their knowledge base. Human approval UI before send. Analytics so the team could see backlog and AI-assisted volume.

Designed around their existing helpdesk rather than a full platform rip-and-replace.

Integrations and scope

Existing helpdesk (e.g. Gorgias-class), email/chat/portal/Slack channels, AI drafting, approval UI, analytics dashboard.

Verified outcome

Repetitive tickets get AI drafts for agent review; after-hours FAQ-style questions can be drafted overnight for morning approval. Escalations carry transcript context.

Specific first-response percentage improvements should be confirmed from baseline analytics before citing publicly.

Ongoing responsibilities

Prompt and category tuning, new channels, approval workflow changes, and monitoring for failed drafts or routing errors.