FreshdeskThe company
OroSoft builds software for the precious metals industry. Its Neo Product Suite covers trading, refining, financials and reporting for bullion businesses, and the company says it has been doing this for more than two decades, with over 100 clients and a team of more than 160. Clients run their trading and back office on it, so support questions are specific and technical.
The problem
Most support questions have been answered before, somewhere in years of Freshdesk history. The answer is in a resolved ticket, but finding it means searching, reading and rewriting. OroSoft wanted a way for a support agent to get that first draft, grounded in how the team actually resolved the same problem last time, without leaving the ticket.
How it runs
OroSoft connected Freshdesk to eesel in May 2026 and loaded its help center and about 6,100 tickets. The setup is deliberately a copilot: eesel writes for the support team, and only the team writes to clients.
- On request. eesel wakes when a support agent mentions it on a Freshdesk ticket. If they ask for a draft, it posts one on the ticket as a draft reply. If they ask a question, it answers in an internal note.
- Resolved tickets first. It is told to prefer resolved or closed tickets, weight the recent ones, and treat the help center as the source of truth for policy. If the two disagree, it follows the more recent.
- Match the precedent. When a past ticket fits, the draft copies its structure, tone and length. A short answer that worked before stays short.
- Grounded or nothing. Every draft says what it is based on. If it cannot ground a reply, it leaves a note asking for human review instead.
- Kept current. It re-syncs Freshdesk tickets every night and the help center every Monday, in Indian time.
A month of work
This is an early setup. Between 8 August and 8 September 2026 the team asked eesel for help on 13 Freshdesk tickets and it left 14 draft replies, running about 53 knowledge searches to write them. The volume is small by design: it drafts only when asked.
What is next
The agent is also set up to draft automatically when a new ticket or customer reply arrives, and that path is not switched on yet. Turning it on would put a draft on every ticket before an agent opens it, the way the mention flow does today for the tickets they choose.