Support Ticket Resolution
Summarizes everything that a Customer Success Manager or Key Account Manager needs to know going into a QBR.
Resolving customer support tickets quickly and accurately is critical to customer satisfaction—but finding the right solution often means digging through hundreds of past tickets, searching documentation repositories, and consulting with teammates who might have seen similar issues before. The longer it takes to find an answer, the longer customers wait.
Every minute spent searching is a minute the customer waitsSupport engineers spend valuable time manually searching ticket histories, hunting through knowledge bases, and trying to remember if they've seen this problem before. Resolution times suffer, customer frustration grows, and support teams get overwhelmed by repetitive research work instead of focusing on complex problem-solving.
Realm's Support Ticket Resolution agent transforms does it all automatically. Instead of manually researching solutions, support teams can generate resolution suggestions in minutes. The agent automatically reads the ticket, searches past tickets for similar issues, researches your entire knowledge base, and delivers a clear resolution recommendation with confidence rating, supporting evidence from previous tickets, and a draft customer response.
What the Support Ticket Resolution Agent does
- Analyzes the ticket by reading and understanding the customer's issue, context, and any technical details provided
- Searches ticket history by reviewing Zendesk or other support systems to find previous tickets covering the same or similar problems
- Researches your knowledge base by searching across documentation, internal wikis, Slack discussions, and other sources for potential resolutions
- Provides confidence-rated recommendations with a clear indication of whether a resolution was found and how confident the agent is in the suggested solution
- Lists similar past tickets to show resolution patterns and provide additional context for the support engineer
- Drafts customer responses with professional, clear language that can be sent directly or customized as needed
- Admits uncertainty transparently by suggesting next steps and sharing helpful context when no clear resolution is found
Why it matters
Fast, accurate support is essential to customer retention, but research shouldn't slow down your team. The Support Ticket Resolution agent automates the knowledge search process, giving support engineers instant access to relevant past resolutions and documentation. The result: faster response times, more consistent support quality, reduced escalations, and happier customers. With Realm, every ticket gets the benefit of your entire support history without the manual effort.