Hivemapper: Buzzing for eesel automating triage based on past Zendesk tickets

A quick summary for speed-readers:

• Company: Hivemapper, a decentralized global mapping network.
• The Problem: The support team was swarmed with the same questions over and over from their global community of contributors. Endless queries about hardware orders, shipping, and easy-to-fix tech issues. Manually sorting through all of it was a huge time sink.
• The Fix: They brought in an eesel AI bot and connected it to Zendesk, their website, Help Center, and past tickets. The bot uses eesel’s “Add Tag” feature to automatically read and sort new tickets with one of their 30+ unique tags.
• The Result: Manual ticket sorting is pretty much a thing of the past. Contributors get instant, 24/7 answers to common questions, and the support team is freed up to tackle the really tough problems. All in all, things are running a lot smoother for everyone.

So, what’s Hivemapper?

Hivemapper is building a constantly-updating, AI-powered map of the world. It’s a pretty cool DePIN (Decentralized Physical Infrastructure Network) project. Here’s the gist: a huge community of contributors around the globe uses the Hivemapper Bee dashcam while they drive, collecting street-level images. For their effort, they get HONEY crypto tokens. This whole setup lets Hivemapper build a super detailed map for a fraction of what it would normally cost, which is a big deal for industries like self-driving cars, logistics, and even real estate.

The challenge: supporting a worldwide hive

When you have a physical product like the Bee dashcam and users scattered across every time zone, you get a lot of questions. Hivemapper’s support channels were constantly flooded with the same kind of stuff: “Where’s my order?” “Is my package shipped yet?” “I’m missing a part.”

To keep things organized, the support team had a system of over 30 different tags in Zendesk. The problem was, before an agent could even start helping someone, they had to read the ticket, figure out which of the 30+ tags fit, and then apply it. It was slow, tedious, and sometimes people would just pick the wrong tag. This whole manual process created a bottleneck, slowing down help for everyone. And when your contributors are everywhere, you can’t just clock out at 5 p.m.

The solution: letting an AI bot handle the drone work

Hivemapper decided to use eesel AI to automate the most repetitive parts of their support work.

First, they gave the AI a brain. They connected eesel to all their important knowledge sources – their public website, Help Center, Zendesk macros, and a whole history of past support tickets. This let the AI get a really good grasp of Hivemapper’s products, rules, and the common problems people ran into.

The key move was using eesel’s “Add Tag” AI Action in Zendesk. Now, when a new support ticket comes in, the eesel bot reads it instantly. It figures out if the person is asking about a “missing cable,” their “order status,” or a “firmware error” and slaps the right tag on it automatically. No human needed.

They put this system to work everywhere. Inside Zendesk, the bot sorts tickets as they arrive. They also put an AI assistant in Slack for the team’s internal questions and on their main website to give visitors and contributors answers right away, any time of day.

The payoff: support and communities vibing

Automating the frontline support and ticket sorting made a huge difference for Hivemapper.

Here’s what changed:

• Less time spent on manual tagging: The chore of sorting tickets basically disappeared. This saved the support team hundreds of hours a month, letting them focus on actual problem-solving.
• Faster first response time: With the website bot giving instant answers and tickets getting sorted automatically, contributors get help right away instead of waiting in a queue.
• Significant tickets deflected: A good chunk of common questions are now handled by the website chatbot before they even become a support ticket.
• Fewer mistakes in tagging: The AI tags tickets consistently every time. This means better data for the team and gets the tricky issues to the right people (like logistics or engineering) much faster.

Beyond the numbers, the vibe just got better:

• Happier contributors: The community now gets quick, reliable help 24/7. That kind of support keeps people engaged and happy to be part of the network.
• A more productive support team: Agents aren’t stuck doing boring, repetitive tasks anymore. They can use their skills to work on the complex stuff that actually requires a human.
• Support that can actually scale: As Hivemapper keeps growing around the world, they don’t have to massively expand their support team to keep up. Their support system can grow with them.

Why eesel?

For Hivemapper, eesel just made sense. It plugged right into their Zendesk setup with a single click, so they didn’t have to change how they worked. The AI Actions were powerful enough to handle their detailed tagging system right away, but they were also easy to set up.

By pulling knowledge from past tickets and their help center, eesel quickly learned what it needed to know to support a tech-savvy community. For a company moving as fast as Hivemapper, eesel gave them a tool they could manage themselves to keep their support humming along with their network’s growth.