Home projector questions get a troubleshooting draft in Gorgias, one step at a time

Luxedo makes projection mapping systems. Its Courts system turns a school gym floor into a light show for game nights: four projectors, integrated audio, installed in a day, with three tiers to suit different rafter heights and lighting. The site lists 246 schools across 42 states. Luxedo also sells projectors to home customers, and it is those customers the eesel setup serves.

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Home projector support is technical. A customer has a projector that will not connect, content that will not play, or a subscription question, and the useful reply is a single next step, not a checklist of everything that might be wrong. The same inbox also holds pricing enquiries, sales leads from schools, and call records, none of which should get a support draft.

When a ticket does need a person, the team wanted to pick it up with the diagnostics already gathered, so the customer does not have to explain the problem twice.

Luxedo connected Gorgias to eesel in July 2026, spent August building the knowledge and the instructions, and switched the ticket trigger on in the last week of August. One agent handles it.

• It wakes on every new message on a Gorgias ticket, then decides whether to act. Commercial and institutional buyers, phone-call tickets, spam and surveys are skipped so nothing is spent on them.
• It troubleshoots one step at a time. The draft identifies what the customer is trying to do, what is happening instead, and the simplest next step, then asks whether that fixed it. It never sends a long list of possible fixes.
• It only says what the knowledge says. No invented specifications, warranty terms, pricing or compatibility. If the material is incomplete or conflicting, the note says the ticket needs a person.
• Some things always go to the team: possible hardware failure, replacement equipment, warranty decisions, refunds or billing, anything about electrical safety, and any customer who asks for a person.
• Before escalating, it gathers what the specialist will need: error messages, when it started, what has been tried, photos if there are any. That summary is the second half of the note.
• The team can @mention eesel on any ticket to bring it in, and each morning at 7am New York time it reviews the workspace and emails a short note to the owner.

Between 8 August and 8 September 2026 eesel prepared 21 Gorgias tickets for Luxedo, left 27 internal notes and ran about 85 knowledge searches. It is early days: the trigger has been live for a few weeks, and the setup work of August, syncing about 1,000 Gorgias items and writing the instructions, is what the first tickets ran on.