I helped a client with Awish to remove the most repetitive part of their support process

A client told me their support team was spending too much time before they could even start helping customers.

The problem wasn’t writing the reply. Every ticket had to be read, understood, checked for urgency, compared with their documentation, and routed to the right person.

So I built an Awish workflow for them.

Now, when a new Zendesk ticket comes in, Awish understands the issue and urgency, checks their Notion documentation, and prepares a response.

I

f it looks like a product bug, it creates a Jira issue with the customer context. Important cases go straight to the team in Slack, while customer facing actions still require approval when needed.

We also connected WhatsApp, so they can follow and manage the workflow without opening Awish.

The biggest change is that their support team no longer opens a ticket and starts from zero. Most of the context and next steps are already there.

Which part of your support process still takes more manual work than it should?

Apps used: Awish, Zendesk, Notion, Jira, Slack, WhatsApp