Resolve-or-draft

Any ticket → attempt end-to-end resolution; where it can't complete, draft the agent note and customer reply in-ticket with every lookup already done and cited.

Scale

115-agent team

Measured as

Cost per agent

Systems

Zendesk any backend View all 23

How the workflow runs

1. Any ticket

   Trigger

   No pre-sorting — the workflow takes whatever arrives.

2. Attempt end-to-end resolution

   Logic

   Run the whole thing where it can be run, and close it.

   Resolution agent

3. Draft where it cannot finish

   Action

   Write the agent note and the customer reply in-ticket instead of stopping silently.

   Reply drafting agent

4. Cite every lookup

   The agent sees what was checked and where each fact came from.