Draft a tier-aware reply that knows what we said last time
Forward Carly the ticket and she'll draft the reply — aware of the customer's tier, MRR, last five tickets, and what engineering told them last week. Sits in Drafts ready for your review, never auto-sent.
What Carly does
- 01 Fetch the current ticket's conversation
- 02 Pull the account from HubSpot — tier, MRR, CSM, tags
- 03 Pull the last 5 tickets for the same account
- 04 Draft a reply that matches tier, references prior context
- 05 Leave in Drafts for your review — never auto-send
Every reply lands in tone
Gold-tier customers get gold-tier replies. Repeat offenders get acknowledgment. Every draft references what engineering said — so you never contradict yourself.
Email this to Carly to kick it off.
Hey Carly, Zendesk ticket: [paste ticket URL or ID] Can you draft the reply for me? Pull the conversation so far, then look up this account in HubSpot — tier, MRR, CSM, tags. Also grab the last 5 tickets for the same account so you don't contradict anything we already told them. Match the tone to their tier (Gold gets the white-glove version). Reference what we said last time if it's relevant. Leave it in Drafts — don't auto-send. Thanks!
More recipes for customer support teams
Group unassigned tickets by urgency, tag by product area, and route P0s to the on-call — every morning, on its own.
Read →Spot a real bug, file a Linear issue with the repro, link it back in Zendesk, and ping the right engineering channel.
Read →Combine Zendesk volume, CSAT, and Salesforce renewal dates to flag at-risk accounts — posted to #customer-success every Monday.
Read →Ready to automate your busywork?
Carly schedules, researches, and briefs you—so you can focus on what matters.
See what people say
"Before Carly, I relied on a Calendly link, but the whole process felt impersonal and not very professional. Carly changed that by handling all the back-and-forth, so I'm no longer stuck in endless email threads trying to line up schedules.
Now Carly reaches out to candidates, shares my real-time availability, lets them pick a slot, then sends a Zoom link and drops it straight into my calendar. She sends reminders to both of us before each call, which has significantly reduced no-shows and last-minute confusion.
On top of scheduling, Carly acts like a full executive assistant, sending me my schedule the night before so I can prepare for each call. It reminds me of the old x.ai assistant, but Carly is noticeably smarter, faster, and better suited to my healthcare recruitment business."