Number plate tickets answered from live order data, under rules Swiftreg wrote itself

Swiftreg sells private number plates in the UK. Some registrations come from its own stock or the DVLA. Many are listed by private sellers, with Swiftreg between seller and buyer. Every sale runs through the DVLA transfer, the certificates, the V5C log book and the physical plates posted by Royal Mail.

Visit Swiftreg at swiftreg.co.uk →

A number plate order is not one status. The sale, the ownership, the DVLA assignment, the certificate, the plates and the delivery are separate states, and a customer often asks about two or three in one email. A reply carries the status a lookup actually confirmed, never the next step along. Requested is not processing, and offered is not issued.

On the private sales side, every seller who confirms a registration is still for sale has buyers waiting in another queue. Matching the two by hand is repetitive and easy to get wrong.

Swiftreg connected Zendesk in June 2026. eesel reads 889 documents from Zendesk, 74 pages from the website and 48 documents in Google Drive. The instructions are Swiftreg’s own, kept as numbered releases, and the lookups are skills with scripts the team wrote: Order Lookup, Product Lookup, Listing Management Link, Remove Listing from Sale, Cancellation and Royal Mail tracking.

• Live facts win. A tool result beats the knowledge base, past tickets and anything the customer says. eesel never reports a refund, dispatch, DVLA submission or timescale a lookup has not confirmed.
• Every question gets answered. Length, difficulty or several questions at once are not reasons to hand a ticket to a person. If one part belongs to staff, eesel leaves that part alone and answers the rest.
• Some things always go to people, and a step that belongs to staff stays with them. Sellers are only ever “the seller” or “the current owner”, never named.
• Every public reply ends with a footer saying the AI Support Assistant wrote it and may contain errors.
• The Private Sales agent works only in the Private Sales group. When a seller confirms a registration is still available, or names a price, eesel checks the listing and the website price, finds every buyer waiting on that registration, replies to each with the approved wording, tags the ticket so an SMS goes out, thanks the seller and solves the ticket. If the seller says it is sold, it confirms the listing is marked sold before telling the buyers.

Between 8 August and 8 September 2026 eesel handled about 2,100 Zendesk tickets for Swiftreg. It sent 1,494 public replies, left 1,055 internal notes, tagged 185 tickets and drafted 113 replies for a person to send. The Private Sales agent ran about 630 times. Most tickets land in the working day, and the ones that arrive overnight get the same treatment.

The setup keeps changing under Swiftreg’s control. The support instructions in use are labelled a candidate build for the next release, rolled out through Swiftreg’s own procedure rather than edited live. Slack is connected, so the team can ask eesel a question there as well as in Zendesk.