How a SaaS company cut ticket resolution time by 65% and stopped losing customers to slow support.
65%
reduction in ticket resolution time
72%
of tier-1 tickets resolved without human
<8min
P1 incident response time (was 4+ hours)
-22%
quarterly churn reduction
The challenge
What was the problem?
A B2B SaaS platform with 1,200 active business clients was running a 3-person technical support team. As the product grew in complexity and the client base expanded to international markets, the support queue began to overwhelm the team — particularly during off-hours for the Argentine-based team.
↳68% of all support tickets were tier-1 issues: password resets, API key questions, how-to usage, billing questions — all solvable without engineering
↳Average first response time was 6.5 hours, creating frustration and churn risk for paying clients in EU and US time zones
↳The support team spent 60% of their time on repetitive issues, leaving no bandwidth for complex technical escalations
↳There was no triage system: urgent production issues sat in the same queue as basic questions, often waiting hours
The solution
What we built
We deployed a technical triage agent integrated into their existing Zendesk instance and their in-app help widget. The agent operates 24/7, handles tier-1 issues autonomously, and intelligently escalates everything else.
01
Issue classification on arrival
Every incoming ticket is immediately classified by type (billing, access, integration, bug, how-to) and severity (P1 production outage → P4 general question). This determines the routing path before a human even sees it.
02
Tier-1 autonomous resolution
The agent handles tier-1 issues directly: it answers how-to questions from the product knowledge base, guides users through password reset flows, explains billing line items, and generates API documentation on demand. No human required.
03
Smart escalation with full context
When a ticket requires human intervention, the agent prepares a structured handoff: it summarizes the issue, provides the client's account history and recent activity, attaches relevant logs if available, and routes to the correct engineer based on specialty.
04
P1 instant alert protocol
Production outage signals (error rates, downtime reports from multiple clients) trigger an immediate PagerDuty alert to the on-call engineer, bypassing the queue entirely. Response time for critical issues dropped from hours to under 8 minutes.
We were hemorrhaging clients in the US and Europe because our support was only available during Argentine business hours. Now the agent handles the overnight queue, and our team wakes up to only the tickets that genuinely need them. It changed everything.
Rodrigo MéndezHead of Customer Success · FlowStack
Deployment timeLive in 3–4 weeks
Work modelOngoing Partner
Stack used
Claude 4 SonnetZendeskPagerDutySlackInternal knowledge base
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