Set up an agent to clear customer support tickets

A small team used an agent to handle incoming support cases after a crash left hundreds of customers waiting.

Done with Custom agentยท Intermediate

What they did
After a support system failure at 3 AM left 847 customers in the queue, a three-person team built an autonomous agent to take over ticket handling. The agent was set up to answer support requests on its own instead of routing everything through the team. The public article only shows the opening; the details of the build, tools, and oversight are hidden behind a member-only paywall.
How it went
Six months later, the author says the agent was handling more than 500 tickets a day and closing 94% of them. Those figures are self-reported, and the visible text does not provide proof for the claim or explain how the system handled edge cases.
Tips
If you want to copy this approach, check the full article for the build steps, cost, and escalation process before relying on it. Keep a human approval step for any refunds, account changes, or messages that could affect a customer relationship.

Try it yourself with Lindy

Act as a first-line support agent for [company/product]. Use [help docs/link or knowledge base] and the open tickets in [inbox/helpdesk]. For each new request, answer it directly when the documentation fully covers the issue; otherwise, tag it and pass it to [person/channel] with a short summary. Before you send any reply that changes an account, issues a refund, or closes a ticket, pause and show me the draft for approval. At the end of each day, report how many tickets you solved, escalated, and left waiting.

Fill in the [brackets]. Agents can make mistakes, so review anything before it is sent, paid or deleted.

Read the original on medium.com โ†—

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