MIRKO

Support Resolution Agent — Tier-1 Automation for a B2B SaaS

An AI agent integrated into Zendesk and the product's admin API that resolves routine support tickets end to end, escalates with full context and is measured by an evaluation set of real conversations.

Industry
Software
Country
Netherlands
Team Size
5
Services
AI Integration, LLM & AI Orchestration, QA & Testing
Technologies
OpenAI, Claude, Node.js, NestJS, Zendesk API, PostgreSQL, Elasticsearch, AWS
Support Resolution Agent — Tier-1 Automation for a B2B SaaS

Overview

About The Project

A B2B SaaS company with 4,000 customer accounts received 9,000 tickets a month. Two thirds were routine: password resets, billing questions, configuration changes and how-to questions already answered in the documentation.

We integrated an agent into their Zendesk and product admin API. It reads the ticket, retrieves the right documentation, performs permitted actions such as resending invoices or adjusting seat counts, and replies in the company's tone. Anything outside its scope is escalated with a summary and the evidence it gathered.

The Challenge

Automation That CustomersWould Actually Accept

The client had tried a chatbot before. Customers hated it because it could not do anything, only link to articles. The new system had to take real actions, but a wrong action on a customer account was unacceptable.

Support leads also needed proof: which tickets the agent handled, how customers rated the answers and where it failed, before giving it more autonomy.

Automation That Customers Would Actually Accept

Our Solution

Tool Access WithPermission Tiers

We defined three permission tiers for tools: read-only lookups run freely, reversible actions run with notification, and irreversible actions require a support engineer's approval in Zendesk. Guardrails check every outgoing message for policy, tone and data leakage.

Following eval-driven development, we built an evaluation set from 1,200 historical conversations. Every prompt or model change is scored against it before deployment, and production conversations are sampled weekly to extend the set.

Tool Access With Permission Tiers

Key Features

What WeDelivered

The Impact

Results ThatMatter

The support team now handles complex cases while the agent clears the routine queue.

62%

Tickets resolved without a human

4.6 / 5

Customer rating of AI replies

-71%

First-response time

0

Unapproved irreversible actions