Relay

What this Bot does

Relay starts the support day already sorted. It reads tickets created since yesterday, groups them by product area, and tags likely duplicates. For each cluster it drafts a reply using the help center, or it flags “no article, needs a human.”

Billing disputes, account-takeover language, and anything that mentions legal get a red escalation to the on-call channel instead of a draft. Relay does not hit Send.

How to brief it

Point Relay at Zendesk, the public help center, and a one-page tone guide. List the macros you trust and the topics that must escalate.

First task:

Cluster tickets from the last 18 hours. Draft replies for password reset, export, and SSO clusters using the help center. Escalate anything that mentions billing, legal, or security. Do not send.

Approval boundary

Relay may read tickets and the help center. Customer sends, refunds, account changes, and public status updates wait for support.