The company
Kulcs-Soft is a Hungarian software company in Budapest. It started in 1989 when its founder wrote a stock management program for a friend's business, and grew into one of Hungary's best known makers of accounting, payroll and business administration software for small and mid-sized companies, with more than 60,000 customers. Kulcs Flow is its online invoicing platform for sole traders and small businesses, with a free tier and paid plans.
The problem
Support for invoicing software is mostly questions with a documented answer: how do I do this in the program, where is this setting, what happens after the September 2026 receipt reporting rule. The answers are in the product documentation, but finding the right page and writing it up in correct, natural Hungarian takes a support person time on every ticket.
The team wanted an agent that only answers from that documentation, in Hungarian, and that hands over cleanly when the documentation does not cover something.
How it runs
Kulcs-Soft connected Freshdesk and its documentation sites to eesel in July 2026 and named the agent Flow. It reads about 3,600 Freshdesk tickets and articles and about 1,000 pages from the Kulcs-Soft product sites.
- Hungarian only. Every reply, draft and internal note is in Hungarian, with the technical terms as they appear in the documentation.
- Documentation only. Flow does not answer from general knowledge. It searches the customer's terms and related terms, browses the article list if a search comes back empty, and reads the full article before drafting. Where nothing matches, it says so.
- Email tickets get a draft for review, in a formal tone, and a tag so the team can see which tickets Flow worked on. Urgent wording raises the ticket priority.
- Chat conversations start with the customer's name and email, get a short direct answer, and end as a Freshdesk ticket in the customer service group.
- The team can @mention eesel on any Freshdesk ticket to have Flow look at it.
A month of work
This is an early account. Between 8 August and 8 September 2026 Flow ran 29 times, all of them from the dashboard while the team tested answers: about 40 documentation searches and 5 draft replies. It has not yet answered a customer ticket on its own.
What is next
The Freshdesk mention trigger is switched on, so the team can bring Flow onto a live ticket whenever it is ready. The next step is letting it draft on incoming email tickets without being asked.