All agents001
Halcyon agent
Support triage
Every ticket read, tagged and routed before your team logs in.
4 min
median first reply, down from 6 hours
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Scope
What it handles. What it leaves alone.
Reads each new ticket the moment it lands, works out what it is about and who should own it, and drafts a reply for the simple half. A person approves every reply before it goes out.
What it handles
- Routing by topic, language, product and account tier
- Reply drafts for order status, returns and how-to questions
- Duplicate detection, with threads merged and linked
- SLA warnings in Slack an hour before a breach
- Bug reports turned into Linear or Jira issues with the steps attached
What it leaves alone
Refunds, legal threats, security reports and your top twenty accounts. Those go straight to a named person, with a summary and the full history attached.
Everything on this list goes to a named person, with the context attached. The agent does not guess.
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Example run
One real run, start to finish.
Every run is logged like this: what the agent read, what it did and who approved it. Times come from a customer workspace, names are changed.
Connects to
- 06:58 A ticket arrives in Zendesk: an order shows as delivered, the customer says it never came.
- 06:58 The agent checks the order and the carrier status. The parcel was left at a pickup point.
- 06:59 It tags the ticket Delivery, sets priority Normal and routes it to the Logistics queue.
- 06:59 It drafts a reply with the pickup point address and opening hours, in the customer's language.
- 07:31 Anna from support reads the draft, changes one word and approves it. The reply goes out and the run is logged.
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In production
Teams running this agent today.
Each story starts with a week of looking at where the hours actually went. Numbers are before and after go-live.
Logistics
Northpoint Logistics
9 hours a day
35 minutes
Delivery exceptions sorted before the morning call
A 40-person freight forwarder used to start every day with nine hours of carrier exceptions spread across three people. Now the support triage agent reads them overnight.
E-commerce
Harbor & Pine
6 hours to reply
4 minutes
First replies in minutes, even in peak season
An online home goods retailer with three warehouses answered customers in six hours on a good day. Support triage now routes 1,900 tickets a week and drafts the simple half.
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Book a demo
See this agent on your own queue.
Tell us where it would work and what it should never touch. We reply within one working day with two times for a call.
A reply within one working day
From a person, with two times for a call.
A 30-minute call about one workflow
We look at it together and say plainly whether an agent can take it.