Support & helpdesk
Zendesk, owned in your stack.
Sponte builds a triage agent on top of Zendesk's API that reads incoming tickets, classifies them by type and urgency, tags them, and routes them to the right queue or agent. Common questions get a draft reply queued for one-click send. Your support team spends time on the tickets that actually need them.
// what sponte builds
- Ticket classification on arrival: type, urgency, and product area tagged automatically
- Smart routing: ticket assigned to the right agent or queue based on classification
- Draft reply generation for high-confidence common questions, queued for agent approval
- Escalation detection: flags tickets with churn signals or SLA breach risk for priority handling
writes back into zendesk
owned>Add tags and set priority on incoming tickets based on classification output
>Assign ticket to the correct agent or group based on routing rules
>Post internal notes with triage context so the assigned agent has background before opening
// get the build
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