Technical support tickets for DPG Sikker Post drafted in Danish, from 5,000 past tickets and the product docs

Timengo is a Danish Microsoft cloud partner based in Ballerup, outside Copenhagen, working with more than 600 Danish companies on Microsoft 365, Azure, IT security and licensing. Timengo DPG is its secure communication product: DPG Sikker Post lets organisations send encrypted, signed email and Digital Post straight from Outlook, with integrations to Digital Post, e-Boks and mit.dk, and handles millions of secure messages a year for private companies and public bodies.

Visit Timengo at timengo.com →

Support for DPG Sikker Post is technical. The people writing in are IT staff at municipalities, schools, pension funds and accounting firms, and the questions are about certificates, add-in versions, Entra ID app registrations and mail flow. Many of them repeat: OCES3 certificates last three years, so a wave issued in 2023 is renewing in 2026, and every renewal has the same steps and the same handful of things that go wrong.

The answers exist, spread across the documentation site and thousands of solved tickets. Finding the right one and writing it up carefully, in Danish, is where the support engineers' time went.

Timengo DPG connected Freshdesk to eesel in May 2026 and wrote the agent a detailed brief on the product: how certificate renewal works through MitID Erhverv and the DPG customer portal, the two Outlook add-ins and how each is installed, the Exchange Online and e-Boks integrations, and which certificates must never be deleted.

• It wakes on every new Freshdesk ticket, with no filter, and when someone on the team @mentions it on a ticket.
• It answers only in Danish, in a fixed shape: one sentence confirming the problem, the steps, and a clear next step for the customer. Technical terms are used correctly and explained the first time they appear.
• It leaves a draft reply and an internal note. The engineer sends; eesel does not.
• The knowledge stays current on a schedule. The Freshdesk help center re-syncs every Sunday evening, docs.timengodpg.com is re-crawled every Monday, open tickets are pulled in weekly and the full ticket history monthly.
• Two public chat pages answer customers directly, in Danish: DPG Sikker Mail, for certificate renewal, the new Outlook add-in and moving to the new customer portal, and DPG Certifikat Support, a narrower agent for certificate self-service on the customer portal. Both send anything they cannot answer from the documentation to the DPG service centre.
• The team also uses eesel's browser extension inside Freshdesk to draft a reply on a ticket they are already looking at.

Between 8 August and 8 September 2026 eesel prepared about 300 Freshdesk tickets for Timengo DPG. It wrote about 180 draft replies and about 260 internal notes, ran about 100 searches across the documentation and past tickets, and drafted a few more replies through the browser extension. Nearly all of the work happened between 8am and 4pm Danish time, when the tickets come in.

The DPG Certifikat Support chat page answered only a handful of conversations in the month. It is the narrower of the two agents, built for the 2026 certificate renewal wave, and the team is watching how customers use it before pointing more of them to it.