ShippedSaaS Tools
// productSupport Pulse
AI ticket triage and drafted replies for SaaS support teams — cut first response time and stop SLA leaks.
Client:B2B SaaS support team (NDA)
Duration8 weeks
ScopeFrontend MVP for a B2B SaaS support org
Team1 PM + 2 engineers + 1 designer
// Five lanes, drafted replies, scorecards — every ticket has a next step
28+Tickets triaged
3Tone presets
01
Overview
Classifies every incoming ticket into AI-driven urgency lanes (Fire / High / Normal / Low / Auto-resolved), drafts a cited reply in your team's tone, and tracks per-agent scorecards so you can spot drift before SLAs slip.
02
Highlights
- AI urgency lanes with auto-resolution for repeat low-stakes tickets
- Drafted replies with KB citations and three tone presets
- Per-agent scorecards with 12-week trend lines and coaching moments
03
Gallery
04
Outcomes
- First response time targeted under 15 minutes across all tiers
- Auto-resolution for repeat low-stakes tickets removed roughly 30% of L1 volume
- Per-agent CSAT drift caught before SLAs slipped
05
Tech Stack
Next.jsTailwindFramer MotionTypeScript
06
Features
- AI urgency lanes with auto-resolution for repeat low-stakes tickets
- Drafted replies with three tone presets and KB citations
- Per-agent scorecards: first response, resolution, CSAT, escalation rate
- 12-week trend lines per metric with coaching moments
- Customer context sidebar: plan tier, MRR, account age, recent tickets
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Building something in this space?
A 30-minute call is enough for us to understand your situation and tell you whether we're the right team. Usable version in the first two weeks if we are.