What was done
ShearComfort, a Vancouver maker of custom seat covers and car accessories founded in 1983, gets a lot of one-off fit and installation questions. It moved from scattered tools to Zendesk Suite and uses Zendesk's AI to classify incoming tickets by topic and route them automatically, and Copilot to help agents reply faster.
Outcome
Zendesk reports ticket triage time fell 84%, first-reply time fell 32%, and 80% of tickets are now assigned automatically by topic. Vendor-reported.
Evidence: Vendor case study. Figures are as reported by the source and have not been independently audited by AgentsNorth.
Prompt Reconstructed by AgentsNorth
The source didn't publish its prompt. This is our reconstruction of a starting prompt for a similar workflow, not the company's actual prompt.
Classify this customer ticket for a custom automotive accessories retailer. Pick one topic: wrong product ordered, fit issue, installation help, order status, shipping damage, return or exchange request, or other. Extract the vehicle year, make and model and the order number if present, and set priority (high if the customer is upset or the car is unusable). Suggest the right team and draft a first reply that asks for any missing details, such as photos of the fit problem.