Sorting, categorisation and a drafted reply, ready on arrival — so your team starts from a draft, not a blank page.
Reading a ticket, categorising it, finding the right information, then writing the answer.
Most of an agent's time goes into preparation, not resolution. During peak periods, that preparation is exactly what breaks the SLA.
CoAgent handles it. Every ticket arrives sorted, routed and accompanied by a proposed reply built from your knowledge base.
Sorted on arrival
Category, urgency, language and required skill, identified automatically.
Routing no longer depends on someone reading the queue.
A draft answer, with its sources
Built from your knowledge base, with the documents it relies on.
Your agent validates, adjusts, sends.
The repetitive share, handled
A large part of any queue is the same handful of requests. Your team keeps the cases that need judgement.
By shifting the work from writing to reviewing, CoAgent increases the number of tickets handled per agent without increasing the pressure on them — and leaves the complex cases to the people best placed to solve them.
Nothing is sent without review, unless you choose to automate a specific category yourself.
Zendesk, Gorgias, Freshdesk, Front and others through API. Your agents keep working in the tool they know.
Corrections made by your agents feed back into the knowledge base, so drafts get closer to send-ready over time.
Support queues share the same pressure points:
An increase in tickets to manage
Maintaining the same SLA during peak periods
Here are our average statistics: