An AI customer service agent that clears the ticket backlog
It reads each ticket, finds the answer in your docs and past replies, and drafts a response your agents can send or improve.
The ticket queue never gets shorter.
Two agents answer the same question in two different ways, first replies take a day, and the customer writes again to ask if anyone saw the first message. Your best people spend the morning on password resets and shipping questions.
- Support leads running Zendesk, Intercom or Freshdesk with a growing backlog
- Small teams looking for an AI customer service agent for small business budgets and headcount
- Companies whose help center exists but nobody reads before opening a ticket
The agents
Reads new tickets, finds the answer in Confluence and past solved tickets, and drafts or sends the reply. Tags each ticket by topic and urgency.
Watches queue age, SLA timers and reopen rates. Posts a summary in Slack when a topic spikes or a ticket is about to breach its SLA.
Checks replies that touch refunds, warranties, legal claims or personal data. Flags anything that needs a manager before it goes out.
How it works
- A ticket arrives in Zendesk, Intercom or Freshdesk by e-mail, chat or form.
- Jaca classifies it, searches your Confluence articles and solved tickets, and writes a reply.
- Simple, known answers go out directly; anything new or uncertain stays as a draft for an agent to review.
- Henry reviews drafts that mention refunds, legal terms or personal data and asks a manager to approve them in Slack.
- Nina tracks the result and updates the queue report, including which help articles are missing or outdated.
Example of what you get
Weekly support queue review
- Tickets by topic, with first response time and how many were solved on first reply
- Tickets close to breaching SLA and who owns each one
- Replies escalated for review and the decision taken
- List of help articles to write or fix, based on repeated questions
What changes
- Customers get the same correct answer no matter who is on shift
- Your support agents work the hard tickets while routine ones are handled or drafted for them
- Gaps in the help center become visible and get fixed
Where a person is still needed. The team will not approve refunds, credits or exceptions without a person, and it will not invent an answer that is not in your docs. Complex technical bugs still need your engineers.
Works with what you already use
These are examples. Connect the tool your company already uses for the same job, or your own system through MCP or API.
Help desk support team
What can an AI agent for customer service handle on its own?
Questions with a clear answer in your documentation: order status, how-to steps, account settings, plans and policies. It drafts the rest for a person and explains which source it used.
Does a customer support AI agent replace our help desk software?
No. It works inside Zendesk, Intercom or Freshdesk, using the same tickets, tags and macros. Your team keeps its tools and workflow.
How do you keep customer data safe with AI for customer service?
The agent reads tickets through your help desk's official integration and writes back there. Refunds, data deletion and account changes always wait for a person, and every action is logged with who approved it.
How much work is it to set up an AI support agent?
You connect your help desk and Confluence, choose which ticket types it can answer directly, and pick who reviews the rest. That fits in a working session, and you can open the team for free to test it on real tickets.
How does an AI support agent learn our answers?
It reads your Confluence articles and past solved tickets and uses them as the source for each reply. When a policy or article changes, the next replies follow the new version. It does not answer from general knowledge when your docs say nothing.
What happens when the AI customer service agent is not sure?
The reply stays as a draft and goes to a person to review, with the sources the agent found. The question is also added to the list of help articles to write or fix, so the gap is closed for next time.
Can I choose which tickets the AI answers directly?
Yes. You decide by topic or tag which tickets can be answered without review, and which always stay as drafts. Many teams start with drafts only and widen direct answers as they trust the results.
Does it answer customers in their own language?
Yes. Jaca replies in the language the customer wrote in, using your documentation as the source even if it is written in another language. Your team still reads the ticket summary and tags in your language.
Is an AI customer service agent the same as a chatbot?
No. A chatbot usually follows a fixed script on a website widget. This team works inside your help desk queue, reads the ticket history, cites your docs, tracks SLAs and sends sensitive replies to a manager for approval.
Is it worth it for a small business with a small support team?
Small teams feel repeated questions the most, because the same people also handle everything else. Starting with drafts for the most common topics frees time without changing your tools. You can open it on the Free plan, which includes 500 credits, before deciding on a paid plan.