QuickLink and eesel AI: a smart first-responder in Zendesk

QuickLink brought in an eesel AI agent to be the first point of contact for all their technical support and sales questions in Zendesk. They fed the AI their website info, Zendesk Help Center articles, and a bunch of old tickets so it could learn the ropes. Now, it handles the easy questions on its own and neatly preps the trickier ones for the human team. The AI even leaves internal notes and updates ticket fields, which makes the handoff to a human agent ridiculously smooth.

QuickLink makes some seriously cool software and hardware for sending live and edited video over the internet. Their tools, like the StudioPro video platform, are used by folks in media, broadcasting, and sports. For their customers, who work in the high-stakes world of live production, there’s no time for downtime. Fast, good support isn’t just nice to have; it’s essential.

The problemof having too many tickets, not enough people

Because QuickLink’s products are pretty technical, they get a constant stream of support tickets. Some are simple “how-to” questions, while others are deep-in-the-weeds troubleshooting requests. In live broadcasting, if something goes wrong, you need a fix now.

Keeping up with every single tickets are tough. Agents were burning a lot of time just sorting new tickets, answering the same questions over and over, and flagging demo requests or real emergencies. All manual sorting slowed things down and kept the experts from diving into the problems that actually needed their brains. They needed a way to handle more questions without having to hire a bunch more people.

The solution is a smart first-responder in Zendesk

QuickLink decided to use eesel AI to build a smart first-responder right inside Zendesk, which was great because they didn’t have to rip out their current setup. This gave them one automated front door for every customer question.

To make sure the AI knew what it was talking about, they trained it on pretty much all of their company knowledge:

• Internal stuff: Zendesk Help Center articles, past ticket solutions, and internal macros.
• Public stuff: Everything on their company website.

With that knowledge locked in, they set up a really clever workflow. Using eesel AI’s prompt editor, they told the bot to only reply to the first message in a new ticket. That’s it. This means the customer gets an instant, helpful answer right away, but a human agent is guaranteed to take over from there. It’s a perfect mix of AI speed and a human touch.

So, how does it actually work?

1. Instant answers: The AI takes a shot at answering common tech and product questions based on its training, often fixing the simple stuff in one go.
2. Smart handoffs: If a ticket is more complicated or it’s a request for a product demo, the bot uses eesel’s AI Actions to tee up the ticket for a human. It’ll leave an internal note summarizing the issue and automatically update ticket fields to get it to the right person, whether that’s a senior support agent or someone in sales.

They rolled this out to customers using the eesel AI Chat Bubble on their website and a public chat link, all hooked directly into their Zendesk.

The results: Faster, smarter, and way more efficient

Putting eesel AI in charge of that first reply made a real difference.

• Customers stopped waiting: Instead of waiting hours for an agent to become free, customers now get an answer immediately, any time of day.
• Agents got their time back: The team spent way less time sorting tickets and typing out the same five answers. Now, when they open a ticket, it’s already prepped and they can jump right into solving the tougher problems.
• Tickets got sorted and solved faster: A good chunk of common tech issues are now fixed by that first AI reply. Plus, demo requests get sent straight to the sales team automatically, which helps speed things up on that end, too.

But it wasn’t just about the numbers. Customers were happier because they got help right when they asked for it. The support team could stop being professional copy-pasters and focus on the tough problems that actually required their expertise, which is just way more interesting work. And most importantly, QuickLink can now handle more customer questions as they grow, without putting all the pressure on their support team.

Wrapping it up

By letting eesel AI handle the first hello in Zendesk, QuickLink managed to automate one of the most time-consuming parts of their support process. It’s a great example of how AI can take over the boring parts of a job, freeing up the experts to do the work they’re actually good at.