Data lifecycle experts RecordPoint use eesel to connect Zendesk and Confluence

• RecordPoint, a big name in data, records, and AI governance for industries with a ton of rules.
• Their support team was drowning in complex technical questions. The answers were buried across Confluence, Zendesk, and old tickets, which meant slow responses and senior staff getting pulled into routine work. Their internal IT support was feeling the same pain.
• RecordPoint uses eesel to instantly produce drafted replies for their team, triage the tickets, and to accurately answer the support team’s questions from their past tickets and documentation.
• The results:
  • Customer first-response times dropped. A lot.
  • More tickets were deflected or solved in one go.
  • Both the customer support and internal IT teams got a whole lot more done.

Who RecordPoint is for the record

RecordPoint builds a serious platform for managing data, cutting down on risk, and staying compliant. They work with clients in government, finance, and other sectors where you really can’t mess up. In short, they make the hard parts of data management easier.

That expertise creates a bit of a problem: their product is powerful and has a lot of depth, so the questions they get from customers and their own staff are often super technical. To answer them right, you need precise info that could be hiding in a dozen different places. RecordPoint needed a way to use the massive knowledge base they already had to answer questions automatically.

Pulling data from different platforms and old tickets

RecordPoint’s expertise is its biggest strength, but it was also causing a major headache for their support team. All their important info was scattered. They have a public website, an internal Confluence wiki, a Zendesk Help Center, and years of past tickets. It was a treasure trove of information, but it was all in different places.

This created a few snags:

• Answers were all over the place: Support agents had to play detective, searching multiple systems just to answer one question. This took time and slowed down responses.
• Repetitive questions: The team kept getting hit with the same technical questions about things like content registration or Power BI issues. Answering them once is fine, but the tenth time? It gets old.
• Human oversight: Someone had to manually read and tag every single ticket to get it to the right person.

And it wasn’t just the customer-facing team. Their internal IT folks were stuck in the same loop, answering the same employee questions and digging through docs, which kept them from their bigger projects.

Using past data to answer future questions

RecordPoint used eesel AI to turn all that scattered documentation into a single, smart brain. They didn’t have to move a single file. They just connected their existing sources and were ready to go in minutes.

Their main goal was to get customers fast, correct answers. So they hooked eesel up to their most important knowledge sources:

• Confluence & Zendesk for the official guides.
• Their website for product info.
• Old Zendesk tickets to learn from past solutions.

With everything connected, eesel got to work inside Zendesk. eesel creates an immediate and accurate drafted response right inside Zendesk. eesel’s AI Copilot steps in to help the human agent, finding info and drafting notes without them ever having to leave the ticket. The AI automatically taggs new tickets, so they always go to the right team from the get-go.

The data speaks volumes

Customers could find answers way faster, increasing CSAT and reducing the frustration felt by both customers and support staff.

• First response time was cut in half
• The number of tickets solved in a single touch doubled.

The support team got a much-needed break. This freed up the senior support staff to focus on the really knotty problems that needed a human touch.

The RecordPoint team found eesel to be a great, easy to use, and adaptable platform for their use, saying:

“The dashboard is very straight forward to setup and use, and the extension has provided reach beyond just our Zendesk to other areas of the business greatly increasing our ability to mesh data sources for cohesive responses. The support provided by the Eesel team has been stunning, fast and professional. Highly recommend!”

Customers were happier because they weren’t waiting around for answers. The support agents were less stressed because they weren’t buried under a pile of repetitive questions. And because every answer came from the same source of truth, the information was always consistent.

Plus, as a company that sells AI governance, it’s a pretty good look to use AI effectively themselves. They’re practicing what they preach.

Making expert knowledge easy to find

By using eesel AI, RecordPoint turned its scattered documents into a smart, centralized brain that works right inside Zendesk. They’re not only giving better, faster support to their customers but also making life easier for their own team. It’s a solid way to put their own expertise to work and show why they’re a leader in the AI and data space.

Try eesel AI yourself, free trial or book a demo