No more human triage on hundreds of daily tickets
Context
A UK-based furniture e-commerce brand on Zendesk, processing hundreds of tickets daily across returns, warranties, cancellations, and pre-sales inquiries, with a Shopify storefront.
Challenge
Every ticket was manually triaged by a team lead before reaching an agent. No structured forms existed for common request types (returns, warranties, cancellations), so agents spent time asking the same qualifying questions on every ticket. Pre-sales inquiries got buried alongside support tickets with no automation.
What was delivered
Set up Zendesk triggers and routing rules to auto-assign tickets by request type, priority, and channel, eliminating the manual triage step entirely.
Built custom forms for returns, warranties, and cancellations connected via Make.com, so customers provide all required information upfront.
Created a swatch sample follow-up flow (Shopify → Zendesk) to automatically trigger post-sample outreach and convert browsers into buyers.
Deployed omnichannel capacity management to balance agent workload across email, chat, and phone.
Built an AI chatbot for pre-sales connected to the Shopify product catalog, handling sizing, availability, and delivery questions autonomously.
Results
0
Manual triage needed (fully automated routing)
~25%
Fewer back-and-forth messages per ticket (structured forms)
New
Pre-sales revenue channel via AI chatbot
Tech stack
Zendesk
Make.com
Shopify
OpenAI
Airtable