Case Study: Hivemapper automates Zendesk triage with eesel AI

Hivemapper Buzzing for eesel automating triage based on past Zendesk tickets

Hivemapper, a decentralized global mapping network, was struggling to efficiently manage its support team. The team was inundated with repetitive questions from contributors worldwide about hardware and shipping, which required agents to manually sort and tag each ticket in Zendesk, creating a significant time sink and operational bottleneck.

To address this, Hivemapper implemented a solution from eesel. They connected an eesel AI bot to their Zendesk, website, and knowledge base, utilizing its "Add Tag" feature to automatically read and categorize new tickets. This automation saved the support team hundreds of hours per month, drastically reduced manual work, provided contributors with instant 24/7 answers, and ensured tickets were tagged accurately and routed faster.

Hivemapper