FreshdeskThe company
Koffer.ch is a Swiss online shop for suitcases, travel bags, backpacks and travel accessories, run by PaKo AG in Zug. It has been trading since 2018, sells brands such as Herschel and Dermata, ships within Switzerland by Swiss Post with free delivery over CHF 80, and offers payment on invoice, TWINT, PostFinance and card. It has no physical store; everything runs through the website and the support inbox.
The problem
The support inbox is a mix of the routine and the particular. Returns, missing invoices and delivery questions have set answers, already written as Freshdesk macros. Damage claims and order corrections need a person to look at photos and the order. And customers write in German, French, English and Italian, with Swiss spelling expected in the German.
For a small team the time went on the routine half: finding the right macro, translating it, and typing it out again.
How it runs
Koffer.ch connected Freshdesk to eesel in May 2026 and pointed it at four pages on koffer.ch: the terms, the FAQ, the delivery page and the luggage damage page. Alongside those it reads the shop's Freshdesk macros and a set of notes the team wrote about how it should answer.
- It wakes on a new Freshdesk ticket and on a customer reply to an existing one. A filter skips automated messages, thank-yous and wholesale or partnership enquiries.
- It always writes a draft reply and never an internal note. The team sends.
- Macros come first and are used word for word. If the ticket asks more than the macro covers, the extra comes from the FAQ or terms in a separate paragraph.
- It replies in the customer's language. German drafts use Swiss spelling, ss rather than ß, with umlauts kept.
- Cancellations before dispatch, missing invoices and voucher questions are answered from the shop's own rules. Damage and warranty claims get a draft asking for photos and order details, and the team decides.
- A short email to the owner on weekday mornings sums up anything worth knowing.
A month of work
Between 8 August and 8 September 2026 eesel drafted replies on about 60 Freshdesk tickets for Koffer.ch, about 100 drafts in all counting follow-ups, and ran about 40 searches across the macros and policy pages. It is a small volume and the team is still adding rules as cases come up.