FreshdeskThe company
Tinggly sells experience gifts. A buyer picks a gift box or an eVoucher, the recipient gets it by post or by email, and they choose from experiences in more than 100 countries: cooking classes, tours, getaways. Vouchers do not expire and can be exchanged for credit. Most of its customers are in the United States.
The problem
Support has two kinds of customer in one inbox. Buyers ask how a gift works and what happens if the recipient does not use it. Recipients ask how to redeem a code, how to book a date, and how to move or cancel a booking they already hold. The same inbox also collects partner, supplier and booking-platform mail that a customer-facing reply would be wrong for.
Tinggly wanted a first draft on every real customer ticket that gathers what the team needs to act, without promising an outcome before a person has looked. And it wanted tickets that stall to be visible instead of buried.
How it runs
Tinggly connected Freshdesk to eesel in May 2026. The agent reads about 1,500 help center articles and past tickets synced from Freshdesk, plus a set of instructions the team has kept extending with the situations that come up most.
- Wakes on a new ticket and on an @eesel mention in an internal note. It reads the full ticket body and history first, then decides what to do.
- Only customer tickets. Mail from business domains, partners and internal staff is skipped, apart from booking-platform cancellation notices, which are processed because they need a refund check.
- Drafts by default. Every customer-facing reply is drafted for review. The team has listed a few exact situations where a specific approved reply may be sent directly; if any condition does not match exactly, it is a draft.
- How a draft reads: neutral, short, one clear ask. A booking change or cancellation asks for the booking reference and current date in the first reply. A redemption question gets the numbered steps. Replies are in English, greet the customer by first name when it is clear, and sign off as Team Tinggly.
- Nightly sweep. At 11pm Athens time it searches Freshdesk for open tickets whose last reply is more than two days old and raises them to urgent, so the morning queue starts with the ones that waited.
A month of work
Between 8 August and 8 September 2026 eesel handled about 630 Freshdesk tickets for Tinggly. It wrote about 530 draft replies, left about 190 internal notes and made about 460 ticket updates, which includes the priorities raised by the nightly sweep. About 30 replies went out directly under the pre-approved exceptions, roughly one ticket in twenty. The rest went through a person.