Every new Zendesk ticket arrives with a Danish draft answer and a product tag

Dokument 24 is a Danish service for creating legal documents online: future powers of attorney, wills, prenuptial agreements, and company formation for ApS and sole traders. A customer answers a set of questions, gets the document by email within minutes, and receives a guide to signing it. The site says it has helped create more than 100,000 documents, and that its lawyers are available by phone and email on weekdays, at no charge for asking.

Visit Dokument 24 at dokument24.dk →

The questions that come in are mostly the same ones, in Danish, about the same four products: how do I sign this, where is my document, what does this clause mean, how do I cancel. Each one needs a correct answer in the tone of a law firm, and each one was being written from scratch.

The inbox also carries a lot that is not a question. Signing notifications, leads from the contact form, and Trustpilot reviews all land in the same Zendesk view, and each needs a different response or none at all.

Dokument 24 connected Zendesk and its website to eesel in April 2026. One agent handles the tickets, with a wake filter written in plain rules and a set of instructions on what a note may contain.

• It wakes on the first message. The trigger fires on a customer's first message on a ticket, not on every reply, so the team's ongoing conversations are not interrupted.
• The filter is a short list of rules, read top to bottom. A Trustpilot review is always processed. An enquiry from the website's chat form is always processed. Notifications from the signing service and lead notifications are skipped. Anything else is picked up only if the customer has written a clear question.
• Every ticket is tagged by product. eesel classifies the question as future power of attorney, prenuptial agreement, will or company formation, and adds that tag in Zendesk.
• The draft is the note. The internal note contains only the reply text, in Danish, exactly as it would be sent. No greeting, no signature, no summary of the ticket. For a Trustpilot review, the note is a reply to the review, ending with an invitation to come back another time.
• It only answers from what it has read. eesel searches about 1,900 pages from dokument24.dk and 640 Zendesk tickets and articles. If nothing covers the question, it says it does not have the information rather than making something up.

Between 8 August and 8 September 2026 eesel prepared about 680 Zendesk tickets for Dokument 24. It ran about 1,800 knowledge searches, left about 670 internal notes with a draft reply, tagged about 430 tickets by product and updated a handful of ticket fields. Almost all of it happens between 8am and 6pm Danish time, when the tickets arrive.