Platform › Customer experience › Ticket resolution
Not every ticket should be automated. Shipherd knows which.
Shipherd investigates every ticket before your agent opens it — pulling order, tracking, warehouse, catalogue and policy context automatically — then resolves, assists or escalates.
By submitting you agree to be contacted about your audit.
What’s slipping through
- ?Answering one query means checking the order system, courier site and policy doc by hand.
- ?Context is scattered across carriers, WMS, OMS and the catalogue.
- ?Harder tickets — damage, fraud, disputes — stall while someone hunts down the detail.
- ✓Gathers order, tracking, warehouse, catalogue and policy context on every ticket.
- ✓Hands agents a pre-investigated, ready answer to review and send.
- ✓Works across all ticket types — damage reviews, fraud checks, refunds and disputes.
<30s
per ticket, down from 4–7 minutes before Shipherd.1
1 Measured across pilot deployments, 2026.
How it works
Connect your helpdesk
Zendesk or eDesk. Shipherd works inside it, no migration.
Every ticket investigated
Order, tracking, warehouse, catalogue and policy context gathered in under 20 seconds.
A resolution mode chosen
Resolve autonomously, draft for your agent, escalate with a briefing, or route to the right team.
Your team reviews what matters
Routine volume disappears. Judgement calls arrive already researched.
What you get
Autonomous resolution
Routine tickets closed in seconds with no agent action required.
Pre-investigated drafts
Agent reviews and sends, with confidence scoring on every draft.
Briefed escalation
Judgement calls reach a human with policy checked and options laid out.
Intelligent routing
Customs and logistics issues reassigned with evidence attached.
Live context
Carrier, WMS, OMS and catalogue data pulled per ticket, not cached.
Customer profile
Claim legitimacy signals from every module, surfaced on the ticket.
Works with what you already run
No migration. Shipherd reads from your existing stack.
Frequently asked questions
Does Shipherd replace my helpdesk?
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.
What proportion of tickets can be automated?
One retailer had over 55% of its support inbox handled automatically within three months of launch, and the share rose as confidence grew. 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.
How does Shipherd decide whether to automate a ticket?
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.
How fast is it?
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.
What happens when Shipherd is not confident?
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.
Will customers know they are talking to AI?
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.
Who it’s for
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OverviewThe Customer experience pillar
How these modules work together.
Ready to stop the leaks?
Live in days, not months. No cost to start. You only pay us if we recover.