Support Macros + Slack Triage
SaaS company in NL
5 support agents
-35% response time
2.5h/agent/day saved
+12% CSAT
The Problem
Agents were context-switching across Zendesk, Slack and Docs; replies were slow and inconsistent.
The Solution
Macro library with AI-suggested replies, Slack triage bot, and auto-tagging routed to the right queue.
Stack Used
🎧Zendesk
💬Slack
⚡Make
🤖OpenAI
Results
- -35% response time
- 2.5h/agent/day saved
- +12% CSAT
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"We finally reply consistently without firefighting. It feels calm."
— SaaS company in NL
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