Use cases · Team & service
Customer requests as tickets
For companies whose customers ask, complain or want to know where their order is by email. Every request becomes a ticket and none gets lost in the inbox.
Starting point
Requests land in a shared inbox. Nobody is sure who answers, and some emails are left lying.
The same questions are answered every day: where is my order, how do I return it, where is the invoice.
A missed deadline or an unhappy customer only shows up with the complaint.
How it runs in relyd
The email becomes a ticket
Mail to the support inbox becomes a ticket with customer, category and priority. Your assignment rules decide who handles it.
- Tickets from the support inbox
- Category, priority and department
- Assignment by your rules
Standard questions answer themselves
When a help center article clearly covers the question, the AI Steward replies and names the article. Order status questions get the status and tracking.
- Answer from the help center
- Order status with tracking
- A draft for everything else, checked by the team
Deadlines and ratings in view
When a resolution deadline passes, the AI Steward summarises the ticket and reminds the assignee. Poor ratings become a call-back task for the support lead.
- Resolution deadline per ticket
- Rating after closing
- Call-back at 1 or 2 out of 5
What the AI Steward takes on
Ticket routing
Sorts new tickets without a category: category, priority and department from your own lists, then your assignment rules.
Draft the first answer
Drafts a first answer for new tickets from the request and the help center, as an internal note for the team to check and send.
Answer standard questions
Answers new tickets when a help-center article clearly covers the question, and names the article.
Order status question
Answers tickets asking where an order is, with status and tracking, only for orders of the person who wrote.
Missed resolution deadline
Summarises tickets past their resolution deadline as a note for a quick take-over and reminds the assignee.
Low ticket rating
Proposes a task for the support team lead to call back customers who rated a ticket 1 or 2 of 5, with their criticism.
What changes day to day
- No request is left in the inbox
- Standard questions are answered before anyone reads them
- Deadlines and unhappy customers show up before things escalate
- The help center grows with every answered question
Fitting industries
See this workflow with your own example
We show the workflow in a demo with your data. Or try relyd yourself, free for 14 days.