TicketDone

AI-Powered Support, Grounded in Your Docs

Abreeze Technology builds tools that help support teams move faster without sacrificing quality. TicketDone brings AI assistance directly into your Zendesk ticket sidebar — so agents spend less time searching and more time solving.

What TicketDone Does

TicketDone reads each incoming ticket and instantly surfaces AI-generated responses sourced from your actual Zendesk Help Center articles without hallucinations. Every suggestion is grounded in your documentation.

Available Agent Actions

Draft Response

Generate a customer-ready reply in seconds. TicketDone reads the ticket, searches your knowledge base using semantic AI, and drafts a response your agent can review and send.

Get Help

Need internal guidance before responding? Get Help surfaces the right policies, procedures, or escalation paths — visible only to the agent, never the customer.

Summarize

Instantly summarize long ticket threads so agents catch up fast — no re-reading required.

Draft Article

Turn ticket resolutions into knowledge base content. When an agent solves something new, TicketDone drafts a new Help Center article from the conversation.

Adapt Macros

Have standard macros in Zendesk? TicketDone adapts them to the specific ticket context so agents send personalized responses without starting from scratch.

Custom Prompt

Need something specific? Agents can ask TicketDone anything — it searches your knowledge base and returns an answer grounded in your documentation. Full flexibility for edge cases and one-off questions.

Automatic Phone Call Transcription

TicketDone adds an internal comment with phone call transcriptions within seconds after a phone call ends. Bringing essential ticket context to where it counts.

Split by Speaker
All transcriptions are split up by speaker so you can easily tell who said what.

Enriched by Your Documentation
TicketDone sources important keywords and phrases from your documentation to ensure accuracy.

Always Up to Date

When your Help Center articles change, TicketDone picks it up automatically. Responses are always grounded in your latest documentation — no manual maintenance required.

Your Agents Stay in Control

TicketDone never sends anything automatically. Every AI-generated response is reviewed by a human agent before reaching the customer. No AI chatbots — customers always talk to your team.

Data & Privacy

To provide these features, TicketDone accesses the following data:

• Ticket content (subject, description, comments) — used to understand the customer's issue and generate relevant responses.
• Help Center articles — synced and in our secure database to power response generation.
• Agent information (name, email) — used to personalize assistance and log response history for quality assurance.
• Macros — fetched at request time to enable macro adaptation.

AI generation uses the OpenAI, Anthropic and other similar APIs; data sent to these third parties is subject to their data processing agreement. For questions, email help@abreezetech.com.