Patricia works your Zendesk.
Ask her in Slack. She reads the queue, routes what is misfiled, and drafts the reply, but nothing public reaches a customer until you say go.
@Pati what does Northwind's support queue look like this morning, and is anything overdue?
47 open tickets, 6 unassigned, and 4 past the first-reply target. Here is what needs a person:
- 3 billing tickets sitting in the general group, none routed to billing yet
- A shipping complaint escalated twice with no owner, oldest by 19 hours
- 12 are the same login question since Friday's release, a macro would clear them fast
- Want me to route the billing three, assign the escalation, and draft a reply for the login batch?
Yes, and let me read the login reply before it sends.
Done and waiting on you. Billing three routed to the billing group, the shipping escalation now assigned to Maya, and a reply drafted on all 12 login tickets pointing to the fix from Friday. Nothing public has sent, one word and they go out together.
Patricia + Zendesk
What she does in Zendesk.
Real actions she takes on your say-so, not a list of API endpoints.
Read the queue like a lead
Open, unassigned, and overdue tickets across every account you connect, summarized into what needs a person now instead of a view you have to sort through yourself.
Catch what is slipping
Tickets past their first-reply target, escalations with no owner, and a spike of the same question get surfaced in Slack with the count, before a client asks why response time slipped.
Route and assign the queue
Misfiled tickets move to the right group, escalations get an owner, and organization tags stay accurate, so the board is triaged without anyone dragging cards around by hand.
Draft the reply for your yes
She writes the response in the ticket, matched to the customer's issue, and holds it. Posting a public reply the customer sees waits for your approval.
Clear repeat questions fast
When one issue floods the queue she previews the right macro and drafts a batch reply, so a release-day wave of the same ticket does not eat the morning.
Report on support health
Volume, backlog, first-reply time, and what is driving tickets pulled into a summary the whole team reads on a Monday, and a client-ready version when the account owner wants it.
Say it like you'd say it
Things to ask her on day one.
What does Northwind's support queue look like this morning?
Which tickets are past our first-reply target and have no owner?
Route every billing ticket to the billing group and assign the escalations
Draft a reply for the 12 login tickets from Friday, for me to review
Give me last week's ticket volume and first-reply time for the client report
Better together
Zendesk is one hand. Give her the other.
Patricia's value compounds when the whole workflow lives with her, not just one tool.
Setup
Zendesk, connected in minutes.
Add Patricia to Slack
She joins your workspace like any teammate. Two minutes, no engineering.
Today at 9:00 AM
Connect Zendesk
One OAuth click reaches the account you manage for the client. She gets only the access you approve, and you can disconnect her anytime.
Zendesk connected
Ask
Mention @Pati with the job. Reading, routing, and drafting run on their own; posting a public reply waits for your yes.
@Pati What does Northwind's support queue look like this morning?
On it.
FAQ
Zendesk questions, answered.
What can Patricia actually do in Zendesk?
She reads and triages tickets, routes them between groups, assigns owners, tags organizations, previews and applies macros, and drafts replies inside the ticket across every account you connect. Reading, routing, and drafting are instant; posting a public reply to a customer waits for approval.
Will she reply to a customer on her own?
No. Any public reply the customer sees is drafted and held in Slack until you give an explicit yes. Reading the queue, routing tickets, assigning owners, and flagging what is overdue run on their own, that is the point.
Which Zendesk plan do we need?
Any plan works. She connects through Zendesk's official OAuth flow, the same way other approved apps do, and only sees the account you connect.
We keep a separate Zendesk per client. Does that stay separate?
Yes, that is the setup she expects at an agency. Connect the accounts you want her in and every client's tickets, users, and organizations stay walled off from the rest.
What does the Zendesk integration cost?
Nothing extra. Every integration is included, on every plan.
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Everybody deserves a Patricia.
She handles the mess. You keep the clients. See what changes in your first week.
Pick a time that works for you. You get a live walkthrough of Patricia on real agency work, and every question answered.