Will it reply to customers on its own?
Not unless you want it to. It starts by drafting for your agents. Once the numbers show a topic is answered right, you can let it send those on its own, one topic at a time.
Customer support · J-02
Every support ticket read, routed and drafted before an agent opens it.
We build a system inside your help desk. It reads each ticket, tags and routes it, pulls up the order or account, and drafts the reply. Your agents check it and send. Measured before and after.
What changes
What it takes off your agents.
Today
- Every ticket read and tagged by hand
- Tickets passed between queues before they reach the right person
- The same answers typed again every day
- Tabs open to find the order, the plan and the last conversation
With the system
- Tagged and routed the moment it arrives, with the reason shown
- A drafted reply waiting, written from your help center and macros
- The order and account details already in the ticket
- Anything unclear goes to a person, flagged, never guessed
How it handles a ticket
Five steps, and a person at the end.
- 01
Reads
Email, chat and form tickets, in any language your customers write in.
- 02
Sorts
Topic, urgency and tone, then routes it to the right queue or person.
- 03
Looks up
The order, plan or account it’s about, in your own systems.
- 04
Drafts
A reply in your voice, from your help center, macros and past answers.
- 05
Hands over
An agent sends, edits or rejects it. Unsure cases arrive flagged with the reason.
What we measure
Measured on your tickets, before and after.
We take these numbers on your own tickets before we build, and again once the system runs alongside your team.
- First-response time
- from ticket in to first reply
- Routed right the first time
- share of tickets that never change queue
- Drafts sent as written
- or with light edits
- Agent hours on repeat questions
- per week
Your help desk stays. We build inside it: Zendesk, Intercom, Front, Help Scout, Freshdesk, Gorgias, or a shared Gmail or Outlook inbox.
Built the same way
Nothing reaches a customer unchecked. It’s the rule in every job we ship: Noah Play’s app asks when it isn’t sure and saves nothing until the owner confirms, and our customs system checks every line before a person files. See the work
Questions
What support leads ask first.
What does it need from us?
Access to your help desk, your help center or macros, and a sample of past tickets, so we can measure where you are before we build.
How long does it take?
It depends on the job, and the quote says it. Our last two client systems took days to build, not months.
What happens to our customers’ data?
The system reads only what the job needs. We use AI providers’ business APIs, which don’t train on your data.
Bring us your support queue.
Show us a week of tickets. In 30 minutes we’ll tell you what the system would take off your agents, how we’d measure it, and a price range.
Fixed price per job, quoted after the callhello@harmoni.sh
Discovery call30 min · Google Meet