Understand every ticket
Identify intent, urgency, sentiment and missing information as the conversation arrives.
Zendesk AI automation for support teams
Give agents an AI-powered Zendesk that resolves more and misses less.
I improve the Zendesk foundation first, then add controlled AI to understand requests, gather customer context, resolve safe repeatable work and give uncertain cases back to people.
Sprint
From £3,500
Care
£499/month
Delivery
10 business days
- Keep the software that already works
- Use AI only where it adds value
- Keep people in control of judgement
Where AI earns its place
AI that helps agents resolve more—not another bot to babysit.
Use AI inside a controlled support process: understand the request, find the right customer context, complete safe routine actions and hand over cleanly when confidence is low.
Find the answer faster
Bring policies, order details and account context together before an agent responds.
Resolve repeatable requests
Draft or send approved answers and complete routine updates when the evidence is clear.
Escalate with context
Send risky or uncertain cases to the right person with a useful summary and recommended next step.
A live AI support system built by Fascia
A customer asks. The answer is already on its way.
AI understands the request, checks the customer's real account details and solves what it safely can. Anything needing judgement goes back to the team with the context attached.
Live
Running now
AI-assisted
Routine resolutions
Human
When needed
Customer support, without the inbox chase
Live- 01
A customer gets in touch
Their message starts the process as soon as it reaches support.
- 02
It finds the full picture
The conversation, orders, subscriptions and open tasks are checked together.
- 03
AI handles the repeatable work
An approved answer is sent and the support record is updated automatically.
- 04
People handle the exceptions
Sensitive or uncertain cases return to the team with the useful context already gathered.
What changed for the team
Before
- Searching across different tools
- Repeating the same checks
- Simple requests waiting in the queue
After
- One joined-up customer picture
- Everyday questions move straight away
- Judgement calls stay with people
The result
- Customers get answers sooner
- Agents spend less time searching and copying
- Important details are checked before a response
- Uncertain cases are never guessed at
- Records stay updated without another admin task
- The team can see what happened afterwards
Anonymised live implementation. It is running in a real support environment; no client or customer data is shown.
Problems Fascia can solve
Where could Zendesk make life easier?
You do not need to know which AI or automation you need. Start with the work that repeats, stalls or gets missed.
Route tickets correctly
Reduce manual reassignment by using the right fields, triggers, skills and routing design.
Protect SLAs
Warn the right person early and make the next action clear before a breach occurs.
Control escalations
Give urgent, sensitive or high-value cases a consistent path with visible ownership.
Give agents better context
Bring the customer, order or account information agents need into the support process safely.
Remove repetitive agent work
Automate predictable updates, tagging and handoffs while keeping judgement calls with people.
Improve reporting quality
Make fields, categorisation and alerts dependable enough to show what is actually happening.
Start small, improve more over time
More than one problem. One sensible place to start.
Fascia can improve several parts of the business over time. The first sprint focuses on one priority so the cost, risk and result stay clear.
- 01
Show me the bottleneck
Explain what is being chased, copied, delayed or missed.
- 02
Choose the best first move
I map the process and confirm the smallest useful scope before you commit.
- 03
Prove it, then expand
We test the first result safely and sequence further improvements only when they make sense.
How delivery works
A clear path from daily frustration to work that simply flows.
Start with the support process carrying the most cost or risk. Once it is stable, Fascia can improve the next area without creating an unsafe big-bang change.
- Step 1
Audit the current state
- Step 2
Agree one measurable workflow
- Step 3
Build and test safely
- Step 4
Activate, monitor and document
Simple starting price, ongoing support
A clear first result, with room to expand.
The listed price covers one defined priority process. Additional processes can follow as separate sprints after the first result is working.
Build
From £3,500
50% to book, 50% before activation
- —One priority support process, including its connected steps
- —Up to one external business system
- —Native Zendesk design before external automation
- —Inactive build and failure-path testing
- —Team UAT, documentation and one revision
- —A prioritised roadmap for sensible follow-on improvements
- —Activation only after written approval
Required care
£499/month
Starts at activation
- —Monitoring and incident triage
- —60 minutes of minor changes each month
- —One-business-day first response
- —Unused time does not roll over
- —Additional work at £95/hour
- —Three-month minimum, then 30 days’ notice
Third-party subscriptions are paid directly by the client. No VAT.
Common questions.
Show me where Zendesk and AI fall short
What is making support harder than it should be?
Tell me what agents chase, correct or work around. I’ll identify where Zendesk AI automation could safely remove work or reduce risk.
contact@fasciaweb.co.ukStart with the biggest bottleneck