Inside the system
The deployed system, on screen.
What this showsThe agent queue after re-architecture — every ticket pre-classified, prioritised, sentiment-scored and enriched before an agent opens it.
Re-architected a 5,000-ticket-per-month Zendesk instance with AI triage, automated routing and instrumented agent workflows.
A SaaS support team was drowning. Tickets arrived from email, chat, in-app and partners — all into one queue. Agents spent half their day tagging, routing and looking up account context before they could even read the issue. SLAs slipped. CSAT dropped. Hiring more agents made the macros and quality worse, not better.
Nexlyn rebuilt the Zendesk architecture with Claude-powered triage on every incoming ticket: classification, priority, sentiment, language, account-tier lookup — all enriched before the agent sees it. Auto-replies handle the top-15 repetitive issues. Escalations get a pre-built case file. The agent's first second is now spent on the real problem.
Every transformation project follows the same Nexlyn execution-layer architecture: capture → decide → execute → log.
Pulled from the live instance after go-live — not pitch math.
The execution layer that makes the system run end-to-end.
The team kept the same headcount through a 2× ticket-volume quarter. CSAT crossed 90 for the first time in two years. Tier-1 agents stopped opening tickets blind — they now start every conversation with a one-line AI summary, the customer's tier and the last three interactions already in front of them.
"We stopped firefighting and started actually fixing things. The agents say the queue finally feels sane."
We design and deploy systems like this in days to weeks. Owned by you. Built on your existing stack.