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Support
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Helpdeskly
Resolving support tickets 32% faster with AI agents
Helpdeskly used Sprig to automate ticket triage and responses while keeping human review for complex cases.
32%
Faster average ticket resolution
45%
Reduction in manual triage work
2X
More tickets handled per agent
0
Escalation errors after rollout
The Challenge
Helpdeskly’s support team handled a high volume of inbound tickets across email and chat. Manual triage slowed response times and caused inconsistent prioritization.
Previous automation tools either relied on rigid rules or produced responses that agents couldn’t fully trust.
The Solution
Helpdeskly deployed Sprig to assist with ticket categorization, priority assignment, and draft responses.
Agents were configured to:
Classify tickets based on intent and urgency
Suggest initial responses using context and sentiment
Escalate complex issues to human agents automatically
Human review was required before any customer-facing response was sent.
The result
Support agents spent less time sorting tickets and more time resolving real issues. Response times improved without sacrificing quality or tone.
The team gained confidence in automation while maintaining full control over customer interactions.
Why Sprig worked
Sprig’s combination of behavioral intelligence, sentiment awareness, and human oversight made it possible to automate support workflows safely.
“Sprig helped us scale support without lowering quality. Our agents trust the system, and that matters.”
Elena Rossi
Head of Customer Support, Helpdeskly
