PlanIT Geo tech consulting for a greener future: supported by eesel AI in Zendesk

• PlanIT Geo is a cool company helping cities manage their urban forests.
• As they grew worldwide, their small support team started feeling the pressure of keeping up.
• So, they brought in eesel AI to create a smart assistant for their agents and a helpful chatbot for their customers, hooking it all up to their existing Zendesk, Google Drive, and website.

So, who is PlanIT Geo?

PlanIT Geo is a tech and consulting firm that’s all about urban forestry. They have a software suite called TreePlotter and offer expert advice to help towns, non-profits, and companies look after their local trees. They’re based in the US and UK but work with partners all over the world, using data to make city forests healthier and more valuable for everyone.

As PlanIT Geo got bigger, its 7-person Growth & Success team had a tough job on its hands. They were supporting a really advanced piece of software for more and more customers across the globe.

This led to a few headaches:

• Information was everywhere: Answers to customer questions were all over the place. Technical docs were in Google Drive, support guides were buried in PDFs, and help articles were on the website. Finding the one right answer was a real scavenger hunt.
• Too much tab-switching: The team was constantly jumping out of Zendesk to search for information. Whether it was a question about a subscription, a technical setup, or just how to book a meeting, it meant leaving their main workspace to go digging.
• Oops, was that the right answer?: With a team working across different time zones and a product with lots of features, it was hard to make sure every agent gave the same, up-to-date information every single time.
• A small team with a big workload: With only seven people, every minute counts. Answering the same simple questions over and over was eating up time that could have been used to help customers with more involved problems.

Sustainably growing their support processes

PlanIT Geo started using eesel AI to pull all their knowledge together and give their support crew an intelligent helper. The setup was quick and went right after their biggest pain points.

Pulling all their knowledge into one place
The best part? No big data migration project. eesel AI just connected to all the places PlanIT Geo already stored its information:

• Zendesk: To learn from old support tickets and help center articles.
• Google Drive & PDFs: To securely pull info from internal product docs and how-to guides.
• Website: To use information from public-facing FAQs and product pages.

Two bots for two different jobs

With all that knowledge connected, PlanIT Geo set up two AI tools:

1. An internal copilot just for the support team. It lives right inside Zendesk and gives agents instant answers pulled from all their connected sources. No more leaving Zendesk to find what they need.
2. A public-facing chatbot on their support site. This bot is the first point of contact for customers, answering common questions on the spot and heading off simple tickets before they ever reach a human.

Making Zendesk notes a one-click job

To make things even smoother, they set up eesel AI with Zendesk’s ‘Leave internal note’ action. Now, instead of manually typing out a summary of a conversation for a colleague, agents can just tell the copilot to do it. It simplifies handoffs and keeps ticket histories clean.