For support
The answer to this ticket
already exists somewhere.
Half your tickets have been answered before: in an old Zendesk reply, a Slack thread with engineering, or a policy doc nobody can find. New agents escalate because they cannot find it, and senior agents become the search engine.
Sound familiar?
Known bugs get re-investigated
Engineering explained the workaround in Slack in March. In June three agents escalate the same bug again.
Policy answers drift
Two agents quote two different refund windows because there are two versions of the doc.
Escalations interrupt engineers
“Is this a known issue?” is the most common question in #eng-help.
Questions you can ask
In plain English, in Slack or in the web app. Every answer links to where it came from.
- “Is the “export stuck at 99%” bug known? Is there a workaround?”
- “What is our refund window for annual plans, and where is that written down?”
- “How did we answer the last three tickets about duplicate invoices?”
- “Which engineer knows the most about the billing webhooks?”
What it reads
ZendeskSlackConfluence or NotionGoogle Drive & DocsJira or LinearGitHub issuesWebsites (your help centre)
How to start
- Connect Zendesk, your docs and the Slack channels where engineering answers support questions.
- Agents ask in Slack or in the web app, in plain English.
- When nobody knows, Enhanciar asks the most likely teammate and files the answer, so the next agent gets it instantly.
Also for: Sales · HR & ops · Founders · New hires.
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