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Resolving ticket backlog

Agents

Internal agent

Categories

Generating reports

Executing actions in tools

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Description

Getting through a backlog of tickets is hard - you need to manually search through old tickets, identify which ones are still unresolved, and individually reach out to customers to check if they still need help. This takes significant time and often gets deprioritized, leaving customers in limbo.

You can use the Parahelp Internal agent to resolve ticket backlog by describing the type of tickets you want to clean up - whether that's troubleshooting tickets waiting for a customer response, billing questions that went unanswered, or any other category of stale tickets.

The Parahelp Internal agent automatically researches your ticket history to find matching open tickets, creates a ticket file to track them, and queues follow-up messages asking customers if they still need help - so you can close stale tickets and focus on active problems.

Example

Configuration

Tools

Research support tickets

Parahelp

Deep research support tickets.

Configure ticket file

Parahelp

Create, update, delete, or merge ticket file with ticket IDs.

Create follow-up

Parahelp

Follow up on support tickets based on instructions.

Simulation

  1. Team action: Slack - Submit query ("@Parahelp find all open technical troubleshooting tickets older than 7 days and ask customers if they're still experiencing the issue")

  2. Agent action: Parahelp - Researched support tickets ("open troubleshooting tickets >7 days" - 34 results)

  3. Agent action: Parahelp - Read support tickets (analyzed 34 tickets for context)

  4. Agent action: Parahelp - Configured ticket file ("Stale troubleshooting tickets" - 34 tickets)

  5. Agent action: Ticketing system - Follow up on support tickets ("Ask the customer if they are still experiencing the problem.")

  6. Agent action: Parahelp - Send status message ("I found 34 open troubleshooting tickets older than 7 days. I've queued follow-up messages to check if customers are still experiencing issues. Review and approve to send - any tickets where customers confirm resolution can be closed.")

Example

Configuration

Tools

Research support tickets

Parahelp

Deep research support tickets.

Configure ticket file

Parahelp

Create, update, delete, or merge ticket file with ticket IDs.

Create follow-up

Parahelp

Follow up on support tickets based on instructions.

Simulation

  1. Team action: Slack - Submit query ("@Parahelp find all open technical troubleshooting tickets older than 7 days and ask customers if they're still experiencing the issue")

  2. Agent action: Parahelp - Researched support tickets ("open troubleshooting tickets >7 days" - 34 results)

  3. Agent action: Parahelp - Read support tickets (analyzed 34 tickets for context)

  4. Agent action: Parahelp - Configured ticket file ("Stale troubleshooting tickets" - 34 tickets)

  5. Agent action: Ticketing system - Follow up on support tickets ("Ask the customer if they are still experiencing the problem.")

  6. Agent action: Parahelp - Send status message ("I found 34 open troubleshooting tickets older than 7 days. I've queued follow-up messages to check if customers are still experiencing issues. Review and approve to send - any tickets where customers confirm resolution can be closed.")

Example

Configuration

Tools

Research support tickets

Parahelp

Deep research support tickets.

Configure ticket file

Parahelp

Create, update, delete, or merge ticket file with ticket IDs.

Create follow-up

Parahelp

Follow up on support tickets based on instructions.

Simulation

  1. Team action: Slack - Submit query ("@Parahelp find all open technical troubleshooting tickets older than 7 days and ask customers if they're still experiencing the issue")

  2. Agent action: Parahelp - Researched support tickets ("open troubleshooting tickets >7 days" - 34 results)

  3. Agent action: Parahelp - Read support tickets (analyzed 34 tickets for context)

  4. Agent action: Parahelp - Configured ticket file ("Stale troubleshooting tickets" - 34 tickets)

  5. Agent action: Ticketing system - Follow up on support tickets ("Ask the customer if they are still experiencing the problem.")

  6. Agent action: Parahelp - Send status message ("I found 34 open troubleshooting tickets older than 7 days. I've queued follow-up messages to check if customers are still experiencing issues. Review and approve to send - any tickets where customers confirm resolution can be closed.")

Example

Configuration

Tools

Research support tickets

Parahelp

Deep research support tickets.

Configure ticket file

Parahelp

Create, update, delete, or merge ticket file with ticket IDs.

Create follow-up

Parahelp

Follow up on support tickets based on instructions.

Simulation

  1. Team action: Slack - Submit query ("@Parahelp find all open technical troubleshooting tickets older than 7 days and ask customers if they're still experiencing the issue")

  2. Agent action: Parahelp - Researched support tickets ("open troubleshooting tickets >7 days" - 34 results)

  3. Agent action: Parahelp - Read support tickets (analyzed 34 tickets for context)

  4. Agent action: Parahelp - Configured ticket file ("Stale troubleshooting tickets" - 34 tickets)

  5. Agent action: Ticketing system - Follow up on support tickets ("Ask the customer if they are still experiencing the problem.")

  6. Agent action: Parahelp - Send status message ("I found 34 open troubleshooting tickets older than 7 days. I've queued follow-up messages to check if customers are still experiencing issues. Review and approve to send - any tickets where customers confirm resolution can be closed.")

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