E-commerce at scale: Brytesoft automates their Zendesk support for software keys
Katelin Teen
Last edited September 5, 2025
- Brytesoft uses eesel’s Zendesk integration to offer 24/7 support and keep customers happy, without drowning their team in tickets.
- They connected eesel to Zendesk to train over past tickets, macros and help center
- Brytesoft connected their Google Drive to let the AI troubleshoot for their clients using their internal documentation
If you’re selling a high volume of anything online, you know the deal. More sales usually means more customer questions. A lot more. That’s exactly the spot Brytesoft found themselves in. They sell genuine Microsoft software keys, and business was booming – we’re talking over 120,000 sales. But their support team was getting swamped with the same questions over and over.
They needed a way to give customers instant answers without hiring a whole new army of support agents. So, they hooked up eesel AI with their Zendesk, website, and Google Drive knowledge base. The goal was to automate the simple stuff so their team could focus on what humans are best at.
A little bit about Brytesoft
Based out of Hong Kong, Brytesoft sells legit, affordable Microsoft software keys for stuff like Windows and Office. They’ve sold more than 120,000 keys and have the 6,000+ positive Trustpilot reviews to prove they’re doing something right. Their whole business is about volume, so keeping customers happy and running a tight ship on the support side isn’t just nice – it’s essential.
The problem: too many tickets, not enough time
Success is great, but it came with a headache: a constant flood of customer emails and chats. The team was getting buried.
- Just… so many questions: “Where’s my order?” “Is this key in stock?” “How do I install this?” These questions were pouring in every single day.
- Customers wanted answers, like, yesterday: When you buy digital software, you expect it to work right away. Waiting hours for a simple reply is a recipe for a bad review.
- Sorting tickets was a huge time-sink: A good chunk of their day was spent just reading tickets and figuring out who should handle them. Sales questions to the sales team, tech issues to the tech team – it was all manual.
- Keeping everyone happy was getting tough: As they grew, making sure every customer got a consistent and accurate answer became a real challenge.
Smart automation with eesel AI and Zendesk
Brytesoft decided to work smarter, not harder. They chose eesel AI because it plugged right into the tools they were already using, especially Zendesk.
Getting all their knowledge in one place
First things first, they had to give the AI a brain. They connected all their key info sources to eesel:
- Zendesk: The AI learned from thousands of their past support tickets. This meant it understood Brytesoft’s tone and knew what a good answer looked like from day one.
- Their website: Product info and FAQs were fed in to handle questions from people who hadn’t bought anything yet.
- Google Drive: All their internal tech guides and step-by-step instructions were connected, so the AI could walk customers through tricky installations.
Putting different bots on different jobs
They didn’t just use one bot for everything. They set up a couple of specialized ones:
- An AI bot on their website and web chat became the first line of defense, answering questions for visitors instantly.
- Another bot was dedicated to email, their main support channel. It could either reply to common questions on its own or package up the more complex ones into a neat Zendesk ticket for a human to review.
eesel AI chat bubble on Brytesoft's website to find quick answers across their site.
Automating the boring stuff right inside Zendesk
This is where things got really good. eesel’s AI Actions let them automate tasks directly in Zendesk:
- Creating and sorting tickets automatically: When an email came in, eesel would read it, create a ticket, and assign it to the right person or department. No more manual sorting.
- Answering and closing tickets: For simple things like a discount request, the bot would send a pre-written reply and close the ticket. Done. No human needed.
- Handing off to a human: If a question was too tricky for the AI, it would pass the conversation smoothly to a live agent, who had the full chat history right there.
- Knowing when to stay quiet: They even used a ‘Do not reply’ action to tell the bot to back off on certain conversations that absolutely needed a human touch.
How’d it go?
The changes weren’t just small tweaks; they completely changed how Brytesoft’s support team operated.
Customers are now able to get 24/7 support and find products quickly. Post-sales questions, like how to use the keys they’d purchased, were also handled seamlessly by the chatbot. Multilingual capabilities made being a global business a breeze.
By plugging eesel AI straight into their Zendesk workflow, Brytesoft went from constantly putting out fires to running a smooth, automated support operation. It lets them give customers the speedy service they expect, builds trust, and sets them up to scale for years to come.
Ready to stop drowning in support tickets? Schedule a demo of eesel AI today.
