Tier 1 tech support for a restaurant group, drafted from the runbooks the team wrote

Cactus Club Cafe is a Canadian restaurant group headquartered in Vancouver, with the King Taps brand alongside it. Its tech support team looks after the systems every location runs on, and the restaurants reach that team through a Zendesk helpdesk.

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Tier 1 tech support is mostly known problems with known fixes, and the fixes are written down. The cost is in reading the whole ticket, finding the right runbook and typing the steps out again, at the pace restaurants raise them. Gerardo Moran, Manager of Tech Support, wanted an agent that would do exactly that and nothing more: no improvised troubleshooting, no guessing when a document is missing, and no changes to a ticket the instructions did not call for.

Cactus Club Cafe connected eesel to Zendesk and Google Drive in April 2026. The team wrote Tixie's core instruction and a library of referenced documents, and the instruction makes every reference mandatory.

• Read first. Tixie calls the full ticket with comments and reads it from first to last. It acts only on the latest requester update; earlier comments are context.
• Two gates before any tool call: the emergency policy and the conditional execution matrix. If the ticket is an emergency, the policy's response goes out and Tixie stops.
• Runbooks are followed verbatim. The instruction forbids adding, removing, summarising, reordering or improvising technical steps from a matched document.
• Tixie sets the ticket type, and otherwise never closes a ticket or changes tags, status, priority, group or assignee unless a document says to.
• The team can ask for a draft on any ticket by leaving an internal note that says @eesel draft a response.
• A second agent audits the daily finance extract. Every morning a PDF arrives from the reporting system; the agent files it, checks each store pulled, compares the grand total debit and credit, and either solves the ticket as balanced or leaves it open with the imbalance and the store named.

Between 8 August and 8 September 2026 Tixie handled about 750 Zendesk tickets. It wrote about 790 draft replies for the team and sent 51 directly, left 146 internal notes, tagged 82 tickets and routed 39. It read runbooks and policies about 1,650 times, roughly two documents per ticket. The extract audit ran about 60 times, once a morning plus a catch up run.

Gerardo has been shaping the setup week by week: filters so Tixie only wakes on the right groups and tags, a rule that it should take no action on a ticket if it cannot read its instructions, and a plan for an intake agent that routes to specialist agents by task. The knowledge base is about 4,200 Zendesk items plus the runbook files in Drive.