Support Setup

What the Organization asks for before its AI team starts work.

The company

Wexton Labs. SaaS, about 1,900 support tickets a month.

The team

Two support staff. Both good, both drowning.

Structure

None. No categories, no escalation rules, no ticket types.

Help centre

Exists. Last updated in February.

What happens with bugs

Someone mentions it in the engineering channel and hopes

What I want

To know what we are actually being asked and to stop losing escalations

Budget

Setup now. Inbox Management is probably next.

Timeframe

Soon. We are about to double customer count.

Attached by the buyer.

• Ticket export, 3 months (CSV, 5,700 rows)
• Help centre content export (ZIP)
• Engineering channel export, 3 months (JSON)

1. Company connects support documentation and approved support channels where integrations exist.
2. Classification agent tags issues by topic, severity and customer impact.
3. Response agent prepares answers using approved knowledge and escalation rules.
4. Knowledge agent detects gaps and proposes updates to documentation.
5. Management agent produces weekly operational review and recurring-issue priorities.

• Ticket volume and categories
• Response and resolution metrics where available
• Top recurring issues
• Escalations and unresolved cases
• Knowledge gaps
• Customer sentiment themes
• Product feedback signals
• Next operational improvements