Every Freshdesk ticket arrives with a draft reply and the help articles already linked

Qontro is a cloud ERP system from New Zealand: point of sale, inventory and accounting in one platform, sold to small and mid-sized businesses. It has been around for more than 20 years and was an early mover to the cloud. Its customers are shops, trade suppliers and distributors who run their whole day on it.

Visit Qontro at qontro.com →

ERP support is detailed work. A ticket about a stock figure that does not add up, or a payment that will not post, needs someone who knows the product well, and the answer is often a set of steps the customer can follow themselves. The help center covers most of it, but finding the right article and writing the steps out takes time on every ticket.

Qontro wanted the first draft done before a person opened the ticket, with the help articles found and linked, so the team spends its time checking and sending rather than searching.

Qontro connected Freshdesk to eesel in July 2026 and loaded its help center, its support forums and about 9,800 past tickets. The team wrote the rules in the agent's instructions: Qontro's terms (an instance is a Shop), which settings are for support staff only, how to handle a report that the numbers look wrong, and when to hand over.

• A draft on every ticket. eesel wakes on every new Freshdesk ticket without exception. It searches the knowledge base, then leaves an internal note containing the customer-facing draft, and only that: no research notes, no headings addressed to itself.
• Help articles and steps. Where an article covers the answer it is linked in the draft. Where the customer can do it themselves, the steps are written out.
• Chargeable work is flagged. Some tickets carry a reminder that work on that account needs sign-off from a named person. eesel keeps that out of the customer reply but makes sure the draft says approval is needed before work starts, and never carries one customer's approver onto another's ticket.
• Teammates can ask it directly. Mentioning eesel on a ticket with the word "summarise" gets a short summary note: who the customer is, the issue, what has been tried, where it stands. Any other question gets an answer in an internal note, written for a colleague.
• The browser extension. Support staff also use eesel's browser extension inside Freshdesk to check the help articles or draft a reply on a ticket they are already working on.
• Straight to a person. Anyone who cannot process sales or payments, any system error, data loss, admin setup, data migration, custom integrations and billing questions are escalated at once. If a ticket does not have enough in it to answer confidently, eesel says so instead of guessing.
• Kept current. Every Friday evening New Zealand time it re-syncs the help center and the last year of closed tickets.

Between 8 August and 8 September 2026 eesel drafted replies on about 190 Freshdesk tickets and answered about a dozen questions through the browser extension. It ran about 400 knowledge searches, left about 190 internal notes and about 110 drafts for the team, and assigned about 47 tickets to the right person or group. The work follows New Zealand business hours: it starts around 7am and tails off after 6pm.