Platform › Customer experience › Ticket resolution
Shipherd investigates every ticket before your agent opens it — pulling order, tracking, warehouse, catalogue and policy context automatically — then resolves, assists or escalates. The mode is set per scenario rather than per product: some scenarios need no response at all, some need only an acknowledgement, and some must always reach a person.
By submitting you agree to be contacted about your audit.
Four places money leaves a fulfilment operation, and what each one is worth. Your channel mix, carrier mix and ticket volume decide where most of yours sits.
Tickets resolved without an agent opening them. Handling time falls from 4–7 minutes to under 30 seconds.
Measured result 60% of total inbound ticket volume handled without an agent at one live account.How this was measured →
Zendesk or eDesk. Shipherd works inside it, no migration.
Order, tracking, warehouse, catalogue and policy context gathered in under 20 seconds.
Resolve autonomously, draft for your agent, escalate with a briefing, or route to the right team.
Routine volume disappears. Judgement calls arrive already researched.
Shipherd investigates, applies your policy and prepares the response. Your agent reviews and sends.
Shipherd investigates, decides within the policy you set, and executes without an agent opening the ticket.
Shipherd handles the case until it reaches a boundary you defined, then hands over with the investigation complete.
Agent reviews and sends, with confidence scoring on every draft.
Judgement calls reach a human with policy checked and options laid out.
Customs and logistics issues reassigned with evidence attached.
Carrier, WMS, OMS and catalogue data pulled per ticket, not cached.
Claim legitimacy signals from every module, surfaced on the ticket.
No migration. Shipherd reads from your existing stack.
No. Shipherd works inside your existing helpdesk, including Zendesk and eDesk. It gathers order, tracking, warehouse, catalogue and policy context automatically on every ticket, then either resolves the ticket autonomously, hands your agent a pre-investigated draft, or routes it to the right team with the evidence attached.
At one live account, 60% of total inbound ticket volume was handled automatically. The realistic ceiling depends on ticket mix — WISMO and order-change queries automate readily, while damage and dispute cases are better suited to assisted resolution.
Each ticket is classified by intent, sentiment, priority and complexity. Low-complexity, high-confidence cases resolve autonomously; anything requiring judgement is drafted for an agent or escalated with a briefing note rather than answered automatically.
Context gathering takes under 20 seconds per ticket. Autonomous resolutions typically complete in four to six seconds. Handling time drops from four to seven minutes per ticket to under thirty seconds.
It does not answer. The ticket is escalated to a human with the investigation already done — policy checked, stock confirmed, options laid out — so the agent makes the decision faster rather than being replaced by a guess.
That is your choice. Replies are drafted in your brand voice and, in assisted mode, are reviewed and sent by your agent before reaching the customer.
Marketplace refunds where the item never came back are reimbursable. Finding them means reconciling three separate reports against each other.
For support leadersOne WISMO query means checking the order, then the carrier, then the warehouse. Multiply by volume.
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OverviewHow these modules work together.