Kestrel does its work inside your help desk. It reads tickets there, writes replies there, and leaves a note on every ticket it touches.
What it reads
- The ticket and every earlier message in the thread.
- The customer's past tickets, to see whether this has happened before.
- Attachments, including photos and screenshots.
It does not read tickets in categories you have not switched on.
What it writes
- A reply to the customer, sent from the address your team already uses.
- An internal note with a link to the run.
- The ticket's status, when the work is done.
Limit what it can do
Each connection lists its actions. Switch off any you do not want Kestrel to take. An action that is off cannot be used by any rule, whatever the rule says.
Supported help desks
Zendesk, Intercom, Help Scout, HubSpot, Salesforce and Zoho Desk are built in. Anything else can be connected through the Runs API.
Disconnect
Removing a connection stops new runs at once. Runs already in progress finish the step they are on and then hand the ticket to a person.