eesel

answer-from-company-knowledge

Find what the company's own help center, docs, policies and past support tickets say about a question. Use for questions like "what's our refund window", "how do we handle damaged orders", "what did we tell customers about the outage", or anything the user wants answered the way their company actually does it. Do not use for general knowledge that isn't specific to the user's company.

automate-support-tickets

Have new customer support tickets answered, drafted, tagged, routed or handed off to a person automatically as they arrive, or run a recurring support task on a schedule. Use when the user wants to stop handling repetitive questions like order-status emails by hand, or wants AI to reply to new tickets. Do not use for tickets already in the queue (clear-the-support-backlog), a recurring review of the AI's work (weekly-support-review), or work unrelated to support.

clear-the-support-backlog

Work through support tickets already sitting in the queue: sort them, tag or route them, and draft replies, using the company's helpdesk and past answers. Use when the user is behind on tickets, wants the queue triaged, or asks for help getting through open or overdue tickets.

eesel

Work with eesel, the AI teammate the user's company has hired, when the user addresses eesel by name or refers to their eesel workspace. Do not use for general questions that are not about the user's own company or eesel workspace.

find-what-customers-ask-about

Find the most common questions, complaints, trends and customer sentiment in the company's recent support tickets. Use when the user wants to know what customers are contacting support about, why ticket volume went up, why customers are unhappy, which issues keep recurring, or what to fix or document next.

fix-a-wrong-ai-answer

Correct the company's eesel AI agent after a wrong or off-tone answer, or give it a new rule so it behaves differently from now on, such as when to hand a customer to a person. Use for "that answer was wrong", "from now on always...", "never tell customers...", "send refund requests to a human", or to see or change its standing instructions. Do not use for AI agents from other vendors.

reply-to-a-customer

Draft a reply to a customer's support ticket, email or chat that follows the company's own policies, tone and past answers. Use when the user wants help answering a specific customer or ticket, including an upset customer's message, in any language. Do not use for general advice on customer service, or a generic template with no company specifics.

set-up-ai-support

Set up eesel, an AI teammate, to answer customer support: connect the company's helpdesk (such as Zendesk, Freshdesk, Gorgias or Intercom), help center, website or team chat, or add an AI chat to the website. Use when the user wants to connect their helpdesk or docs to AI, add an AI chat to their site, or when eesel cannot answer because a source is missing. Do not use for comparing helpdesks or deciding whether to adopt AI.

weekly-support-review

Review what the company's eesel AI agent handled over a period and what needs a person's attention, including actions waiting for approval. Use for "what did the AI do this week", "anything need me", a support stand-up, or deciding pending approvals. Can also set this up as a weekly report.

write-help-center-articles

Write or update help center articles, FAQs, macros and canned replies from the questions customers actually ask, using the company's past tickets and existing docs. Use when the user wants to reduce repeat questions, fill gaps in their help center, or turn a common support answer into an article or macro. Do not use when the company has no support history or docs to draw on.