SaaS mobile platform Gridwise uses eesel for their Zendesk messenger and triaging
Katelin Teen
Last edited September 5, 2025
- Gridwise is a SaaS platform for drivers and handles lots of routine inquiries through their Zendesk messaging widget
- eesel AI is now plugged in and handling them on its own – trained on Zendesk past tickets, help center, and more.
If you’re one of the 650,000+ drivers using Gridwise to track your gig work finances, you know it’s a lifesaver. But as the app grew, its support team was getting swamped. They were buried under a mountain of repetitive tickets that all needed to be sorted by hand.
The team spent more time figuring out who should answer a ticket than actually answering it. They brought in eesel AI to fix things right inside their Zendesk setup. They built one AI bot to handle the boring sorting work internally and another to face customers, answer common questions, and even take care of tasks like refunds.
The team now has a huge chunk of their time back, drivers get way faster answers, and the AI now handles most common questions on its own.
Gridwise tried live chat without the intelligence: more frustration than fixing
Gridwise is essential for drivers juggling platforms like Uber, Lyft, and DoorDash. Each user, situation, and driving company created nuanced questions and issues that drivers needed solved.
Gridwise had a livechat option on their site, but the issue was that the responses weren’t leveraging the power of an LLM like ChatGPT, which is why they looked into eesel AI.
There were two problems they wanted to tackle:
- Nuanced, context aware, and logical live chat AI to handle password reset requests, refunds, affiliate questions, and more.
- AI agent automation for their Zendesk dashboard to reduce all the manual handling that bogged down their support flows
A smart AI assistant that lives right inside Zendesk
Gridwise knew they needed to automate things, but they didn’t want to rip out their whole system and start over. They wanted a fix that worked with Zendesk, not against it.
Their plan had a few parts.
First, they needed to give the AI a brain. They connected eesel to everything: their website, help docs, internal PDFs, and all their old Zendesk tickets and macros. By reading through past conversations, the AI picked up on Gridwise’s tone and learned how the team already solved common problems.
eesel AI operating inside Gridwise's Zendesk messaging widget - a seamless integration.
Next, they built an internal bot just for sorting tickets. This little assistant lives in the background, reads every new ticket as it comes in, figures out what it’s about, and slaps the right tag on it (like ‘instacart_connection’). Then it sends it to the right team. The whole thing takes seconds, long before an agent even lays eyes on it.
Finally, to handle the flood of repeat questions, they set up a customer-facing chatbot. It gives instant, correct answers to all those common questions about passwords and affiliate programs. But it does more than just talk; it can actually start the process for things like refunds or syncing issues. And if a problem is too complex for a bot, it smoothly hands the entire conversation over to a live agent without missing a beat.
A faster, smarter support system based on your existing tickets
- Their chatbot is now usign the power of ChatGPT to logically understand, process, and respond to queries in an instant.
- Drivers get answers way faster. For simple things, the answer is immediate, 24/7. For bigger problems, tickets land on the right expert’s desk in seconds instead of hours.
- The support team can focus on what matters. With the boring stuff handled, agents now have the headspace to work on tricky bug reports and user feedback that actually improves the app. It’s more interesting work for them and better support for drivers.
Why this actually worked for Gridwise
eesel AI was a good fit for Gridwise because it didn’t force them to change how they work – it just made their existing process way better.
It didn’t just sit on top of Zendesk; it got its hands dirty, tagging, assigning, and updating tickets directly. They also had the freedom to build bots for very specific jobs and create custom actions for the unique problems their drivers face. It wasn’t a one-size-fits-all solution.
Best of all, it’s a system that can grow with them. As Gridwise continues to add more users, they won’t have to massively expand their support team to keep up.
Think you could use a hand with your Zendesk queue? Book a demo or plug your Zendesk in right now.
