How Otter.ai auto-solved 1,000+ tickets and scaled CX with Zapier
1,000+
auto-resolved support tickets
10K+
AI-prioritized tickets
2X
CX team efficiency
"Before automation, agents had to manually review and close thousands of unnecessary reopened tickets. Now, Zapier and ChatGPT handle it instantly, saving us time and keeping our queue clean."
Allen Lai, Head of Customer Experience at Otter.ai
Auto-resolving support tickets
Challenge
Support tickets are often reopened when customers reply “thanks,” creating an unnecessary backlog.
Solution
Zapier and ChatGPT detect low-signal replies and auto-close tickets, logging internal notes in Zendesk.
Results
Over 1,000 tickets were automatically resolved in just three months, freeing up agent time.
AI-powered ticket prioritization
Challenge
The team needed a scalable way to prioritize business-critical tickets without manual triage.
Solution
AI analyzes ticket content and domain, categorizing issues and flagging high-priority items automatically.
Results
More than 10,000 tickets were enriched and routed faster, speeding up response times for key users.
“We don’t just want to patch holes; we want to build scalable, future-proof systems. Zapier is helping us do that.”
Head of Operations at Otter.ai
